REFUND & RETURN POLICY

 REFUND & RETURN POLICY

Last Updated: September 8, 2026

Our 30-Day Return Promise

You may return any item purchased from Velleora Home Decor for a full refund within 30 calendar days of the date your order is delivered, for any reason at all. You do not need to explain why. You do not need a defect. If the piece simply does not suit your room, that is reason enough.

The 30-day clock starts on the delivery date shown by your carrier's tracking, not the date you placed the order — so a long transit time never eats into your return window.

How to Start a Return — Step by Step
Step 1 — Email us

Send an email to support@velleorahomedecor.com with the subject line "Return Request – [Your Order Number]".

In the body of the email, include:

Your order number
The full name and email address used at checkout
The name and quantity of the item(s) you are returning
A photograph of the item, if it arrived damaged or defective
Step 2 — Receive your Return Authorization (RA) number

We will reply within one business day with a Return Authorization (RA) number and written confirmation of your return. Write the RA number clearly on the outside of your parcel. Returns received without an RA number can still be processed, but they take longer to match to your order, which delays your refund.

Step 3 — Pack the item

Place the item back in its original product packaging where possible, along with any accessories, hardware, or inserts it arrived with. Pack it inside a sturdy outer box with enough cushioning to survive transit. Please do not apply shipping tape or labels directly to the product's retail box.

Step 4 — Mail the item to our returns address

Ship the parcel, at your own cost, to:

Velleora Home Decor — Returns Department Attn: [Your RA Number] 17320 85 Street NW Edmonton, Alberta Canada

This is our complete and permanent returns address. You do not need to email us again to obtain it — it is published here so you can begin your return immediately.

Step 5 — Send us the return tracking number

Reply to your RA email with the tracking number from your return shipment. We strongly recommend using a trackable and insured service, as we cannot issue a refund for a return parcel that never reaches us and that has no proof of delivery.

Step 6 — We inspect and refund

Once your parcel arrives at our Edmonton returns address, we inspect it within 2 business days and email you to confirm your refund has been approved and issued.

Who Pays for Return Shipping
Reason for return    Who pays return shipping    Original shipping refunded?
Change of mind, wrong choice, no longer needed    Customer    No
Item arrived damaged, defective, or broken    Velleora Home Decor — no return required    Yes
We sent the wrong item, colour, or size    Velleora Home Decor — no return required    Yes
Item never arrived / confirmed lost in transit    Velleora Home Decor — nothing to return    Yes

For change-of-mind returns, the customer pays the cost of return postage and the original outbound shipping charge (if one was paid) is not refunded. We do not charge restocking fees, handling fees, or processing fees of any kind — ever.

For damaged, defective, or incorrect items, you keep the item and we ship a replacement or issue a full refund. We will not make you pay to correct our mistake.

How Long Refunds Take
Stage    Timeframe
Your return arrives at our Edmonton address    Varies by your chosen carrier
Inspection and refund approval    Within 2 business days of arrival
Refund issued by us to your payment provider    Same day as approval
Funds appear in your account    5–10 business days after we issue it

Total: your money is typically back in your account within 7–12 business days of your return arriving with us.

All refunds are issued to the original payment method used at checkout. We cannot refund to a different card, a different account, or a different person's payment method. We do not issue store credit in place of a refund unless you specifically request it. The 5–10 business day window after we release the refund is controlled by your bank or card issuer, not by us — once we issue it, we will email you the confirmation so you have proof in hand.

Cancelling an Order Before It Ships

Email support@velleorahomedecor.com within 12 hours of placing your order and we will cancel it and refund you in full, with no fee. After 12 hours the order may already be picked and packed at the fulfillment center; if it has not yet shipped, we will still cancel it wherever possible. If it has already been dispatched, it can be returned under the standard 30-day policy above once it arrives.

Items We Cannot Accept Back

The following are excluded from change-of-mind returns. Your legal rights in respect of faulty or misdescribed goods are not affected — a defective item in any category below is always refunded or replaced.

Custom-made, personalized, or made-to-order pieces (clearly labelled as such on the product page before purchase)
Gift cards
Clearance items marked "Final Sale" on the product page
Items returned more than 30 calendar days after delivery
Items returned in a condition that shows use beyond reasonable inspection — significant scratches, stains, odours, pet hair, or missing components

If a return is declined after inspection, we will email you with photographs explaining why, and we will return the item to you at our cost. We will never keep both your item and your money.

Exchanges

The fastest way to exchange an item is to return the original for a refund under this policy and place a new order for the piece you want. This avoids waiting for two international transits back to back. If you prefer a direct exchange, email us and we will arrange it manually.

Returns Contact

Email: support@velleorahomedecor.com Phone: 587-545-0012 Hours: Monday–Friday, 9:00 AM – 5:00 PM Mountain Time Returns address: Velleora Home Decor — Returns Department, 17320 85 Street NW, Edmonton, Alberta, Canada