Refund policy

Returns and refunds

Eligible items may be returned within 14 days after delivery. To request a return, email support@velinorhome.com with your order number and the reason for the request before sending anything back.

Return conditions

The item must be unused, in its original condition and returned with its original packaging and proof of purchase. Items that are used, altered, damaged after delivery or returned without authorization may be refused. Custom or personalized products, gift cards and final-sale items are not returnable unless defective or required by law.

Damaged, defective or incorrect items

Inspect your order after delivery and notify us within 7 days if it is damaged, defective or incorrect. Include clear photographs of the item and packaging. When the issue is our error, we will provide an appropriate replacement, refund or return solution and cover the reasonable return cost where a return is required.

Change-of-mind returns

For an eligible change-of-mind return, the customer is responsible for return shipping and any customs or carrier charges. Original shipping charges are not refundable unless required by law. We do not charge a restocking fee.

Return destination

Approved returns are sent to Vietnam. Do not ship a return to the registered office or any address without receiving return instructions from us first.

Refunds

We will inspect an approved return and notify you of the outcome. Approved refunds are issued to the original payment method within 5–10 business days after inspection. Your bank or card provider may need additional processing time.

Cancellations

Contact us as soon as possible if you need to change or cancel an order. We cannot guarantee cancellation after processing or dispatch has begun.

Velinor Home is operated by KOMAX VIET NAM INVESTMENT JOINT STOCK COMPANY (CÔNG TY CỔ PHẦN ĐẦU TƯ KOMAX VIỆT NAM).

Business registration / tax code: 0103070016
Registered address: NO3B5, Giang Bien resettlement area, Ke Tanh Street, Viet Hung Ward, Hanoi, Vietnam
Phone: +84 24 3652 5016
Email: support@velinorhome.com