Return and exchange policy

Order Cancellation Policy (Before Shipment)
Regardless of the reason for canceling an order before it has been processed and shipped, we fully understand that situations may change and we provide full support for order cancellation. In such cases, customers are eligible for a 100% full refund with no cancellation fee.

Return & Exchange Within Authorized Period
For home furniture products purchased on our platform, customers may request a return or exchange within 35 days of receipt, provided that all return conditions are met. Depending on the situation, you may request a refund or a product exchange.

Product Defects or Order Errors
If the received furniture products are damaged (for example, cracks in wooden furniture components that affect normal use), or if we made an error in your order (such as sending the wrong model, color, or size), you are entitled to request either a full refund or a product exchange depending on the circumstances.

Return & Exchange Requirements
All returned items must be in brand-new and unused condition, with no signs of wear, stains, or damage.

Original packaging is strongly recommended, as it helps protect the product during return shipping. If original packaging is not available, customers must ensure the product is securely and properly protected.

All accessories, user manuals, warranty cards, and any included items must be returned in full.

Product labels must remain intact and must not be removed or damaged.

Return or Exchange Application Procedure

Initial Request
Customers should contact us via email and provide their order number (a key identifier for processing the order), along with a clear explanation of the reason for the request (such as dissatisfaction with design, incompatibility with home décor style, quality concerns, or other relevant issues). A detailed description will help our team process the request more efficiently.

System Verification
Our customer service and verification team will receive and review your request via email or phone. A thorough evaluation will be conducted, including:

Verification of order authenticity by comparing system logs and payment data.
Confirmation that the purchase date falls within the eligible return period.
Assessment of whether the product meets return eligibility requirements (product condition, actual defects, etc.).

Return of Product (If Approved)
If your request is approved, you will be notified via email or phone and provided with a return address. Please ensure that:

The product is properly packaged with protective materials to prevent further damage during transit.
A return/exchange form is included, containing the order number, product details, and reason for request.
A tracked shipping service is used to monitor the return shipment.

Each package includes a return label inside the shipment. Customers are advised to use this return label to complete the return or exchange process. If the return label is missing or unusable, please contact customer support for assistance.

Refund Processing
After the returned item is received, our team will inspect it to confirm eligibility. If approved, the refund will be issued to the original payment method used at the time of purchase.

Refund Method and Timeline
Estimated Processing Time: Refunds will be processed within 1–5 business days after approval.
Refund Method: Refunds will be issued to the original payment method used at purchase, ensuring security and traceability of the transaction.

Cost Policy
Customer-Initiated Returns: Shipping costs are the responsibility of the customer. We recommend using a tracked shipping service and retaining the receipt.

Store Error or Manufacturing Defects: We will cover all return shipping costs and guarantee a full refund or free replacement. The return label included in the package will cover applicable shipping costs under eligible conditions.

Customer Damage or Non-Compliance: If the product is damaged by the customer, original packaging is missing, or the item does not meet resale standards, returns or exchanges will not be accepted.

Contact Us
If you have any questions regarding returns, exchanges, or order cancellations, please contact us:

Phone: +1 (305) 388-5702
Email: assist@veltrivoqelz.com
Address: 5900 NW 44th St #215, Lauderhill, FL 33319, United States
Business Hours: Monday to Friday, 9:00 AM – 6:00 PM (Central Time, USA)