Return & Refund Policy

The return window

You may request a return within 30 days after receiving your Velmoriya™ order. Contact our customer service team within that period to begin the process. For a change-of-mind return, the item must be unused, unaltered, and in its original condition, with original packaging when applicable.

Items used with a real flame, with wax residue or heat damage, or with damage caused by misuse are not eligible for a change-of-mind return. These conditions do not limit any rights you may have for goods that arrived defective, damaged, or different from what you ordered.

How to request a return

• Email service@velmoriya.com with your order number, name or checkout email, and reason for the request.
• For damaged, defective, or incorrect items, include clear photos of the item and packaging when available.
• Wait for our team to review the request and provide authorization, packing instructions, and the appropriate return destination.
• Package approved returns securely and retain the carrier receipt and tracking information.

Please contact us before mailing a return. Our registered business address is not a return destination unless our team specifically confirms it.

Return shipping and related charges

For an approved change-of-mind return, the customer is responsible for return shipping costs. Original shipping charges are not refundable for a change-of-mind return, except where applicable law requires otherwise.

If an item arrived damaged, defective, or incorrect, we will review the issue and arrange an appropriate solution. We cover reasonable return shipping costs when a return is required because of our error or a confirmed product defect. Please obtain instructions before paying for or arranging a return.

Damaged, defective, or incorrect items

Inspect your order on arrival and contact us promptly if something is broken, defective, missing, or incorrect. Keep the item and packaging while we review the claim. Do not use cracked glass or ceramic products.

Depending on the issue and applicable rights, the resolution may include a replacement, refund, or another agreed remedy. Original packaging or photographs help our review, but do not remove rights that apply by law.

Inspection and refunds

After an approved return is received and inspected, we will notify you of the refund decision. Approved refunds are issued to the original payment method. The amount refunded reflects the approved items and any applicable shipping treatment described above.

We will keep you informed about the status of your return. Once a refund is issued, the time for it to appear in your account depends on your bank or payment provider. Contact us if you need help checking a refund.

Cancellations and exchanges

Contact us as soon as possible to request an order change or cancellation. We will try to help before fulfillment, but cannot guarantee changes once processing or shipment has begun. If a canceled order has already been charged, any amount due back will be refunded to the original payment method.

For a different style or replacement item, contact customer service for the available options before returning the original purchase.

Your statutory rights

This policy does not exclude or restrict consumer rights that cannot legally be waived. For return questions, contact service@velmoriya.com.