Refund policy
Refund Policy
Our Promise to You
At VelioHome, we want our customers to feel confident when purchasing from us. Please review the following return and refund policy carefully before placing an order.
Return Eligibility – Standard Products
Eligible standard products may be returned within 30 days of delivery, provided that the item:
- Is unused and uninstalled
- Is returned in its original packaging
- Includes all original accessories and components
Returns that do not meet these conditions may not be accepted.
Custom & Made-to-Order Products
Custom-made or made-to-order products are non-returnable and non-refundable, as they are produced according to customer-selected specifications.
However, if a custom or made-to-order product arrives damaged or with a manufacturing defect, VelioHome will work with you to provide an appropriate solution, such as a replacement or repair.
Damaged or Defective Items
If your order arrives damaged or defective, please contact us within 48 hours of delivery and provide clear photos of:
- The outer packaging
- The internal packaging
- The damaged item
This information helps us evaluate the issue and assist you as quickly as possible.
How to Initiate a Return
To request a return, please contact us at support@veliohome.com with your order number and reason for return.
Returns must be approved in advance. Items sent back without prior authorization may not be accepted.
Return Shipping Costs
Unless the return is due to damage or a manufacturing defect, return shipping costs are the responsibility of the customer.
If the return is approved due to a damaged or defective item, VelioHome will cover the return shipping costs.
Refund Processing
Approved refunds will be issued to the original payment method within 7 business days after the returned item has been received and inspected.
Please note that it may take additional time for the refunded amount to appear on your account, depending on your payment provider or bank.
Return Address (Approved Returns Only)
Approved returns may be sent to the following U.S. return address:
VelioHome
3439 ½ Charleston Rd
Norman, OK 73069
United States
⚠️ This address is used for approved returns only. Do not send items back without prior authorization.
Contact Information
If you have any questions regarding returns or refunds, please contact us:
Email: support@veliohome.com
Phone: +1 (646) 707-6155
Business Hours: Monday–Friday, 9:00 AM – 7:00 PM
Time Zone: Mountain Time (MT)
Business Address:
1500 N Grant St Ste R
Denver, CO 80203
United States