CUSTOMER CARE

Return & Refund Policy

How to request a return or report a damaged, defective or incorrectly supplied item. Authorization is required before any item is sent back.

Last updated: August 4, 2026

1. Contact before returning

Please contact hello@velatmos.com before returning any item. Unauthorized returns may not be accepted. Do not send products to a registration, correspondence or other address without prior authorization.

2. Authorized return address

Return requests must be approved before any item is sent. The authorized return address will be provided by our customer service team after approval.

3. Retail return window

Eligible retail customers may request a return within 14 calendar days after delivery by contacting hello@velatmos.com.

Returned products must be unused, undamaged and, where reasonably possible, accompanied by their original packaging, accessories and proof of purchase.

4. Return shipping costs

For an approved change-of-mind return, the customer is normally responsible for return shipping costs.

Where a product is confirmed to have arrived damaged, defective or incorrectly supplied, VELATMOS LIVING will provide an appropriate resolution according to the circumstances and applicable law.

Original shipping charges are generally non-refundable unless the return results from our error or applicable law requires otherwise.

Unauthorized cash-on-delivery parcels may be refused.

5. Damaged or incorrect items

If an item arrives damaged, please contact hello@velatmos.com as soon as reasonably possible and provide:

• the order or inquiry reference;
• clear photographs of the damaged item;
• photographs of the outer carton;
• photographs of the shipping label;
• photographs of the internal protective packaging.

Please retain the item and all packaging until the case has been reviewed. An unboxing video may help as optional supporting evidence, but it is not required as the sole condition for review.

After verification, we may offer an appropriate resolution such as a replacement, partial refund, full refund or another mutually agreed solution, depending on the circumstances and applicable law.

6. Custom, personalized and OEM products

Custom, personalized, made-to-order, made-to-specification and approved OEM products are not normally eligible for change-of-mind returns.

This exclusion does not apply where a product arrives damaged, has a confirmed manufacturing defect, is incorrectly supplied or materially differs from the written specifications approved for the order.

Wholesale and OEM after-sales terms may also be confirmed separately in the quotation or contract.

7. Return authorization steps

1. Email hello@velatmos.com before returning any product.
2. Provide the order number or inquiry reference.
3. Explain the reason for the return.
4. Provide photographs where damage, defect or incorrect supply is involved.
5. Wait for return authorization and return instructions.
6. Send the approved item to the address provided by customer service.
7. Use a trackable shipping method where reasonably available.
8. Retain proof of shipment.
9. The returned item will be inspected before the final resolution is confirmed.

8. Refund timing

Approved refunds will be issued to the original payment method where possible. Processing times may vary depending on the payment provider and financial institution.

9. Mandatory consumer rights

Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s location.

Questions about this policy? Contact us at hello@velatmos.com.