NOT SATISFIED WITH YOUR PRODUCT?
If you are not completely satisfied with your purchase, you may return the item to us in its original condition within 14 days of receipt.
Only items purchased directly from Vela Nova’s online store will be accepted. For products purchased from authorized retailers, such as Amazon.com, please get in touch with them directly for returns.
Returned items must be in the original packaging, including all accessories, manuals, and documentation.
Non-returnable items include items purchased through retailers and damaged products through customer mishandling.
Returns made without a receipt may be refused. Vela Nova reserves the right to deny any return.
In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.
Please note, we may request for your order to be returned to one of our global warehouses, including, but not limited to, warehouses in Hong Kong or the United States.
To start the return process, please contact our customer support team Please include the following information:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
DID YOU RECEIVE A FAULTY PRODUCT?
All of our products are covered by a one-year manufacturer’s warranty from the date of purchase (some products are covered even longer) – If you have a faulty product, please consult our warranty page.
Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)
For returned items, a full refund will be credited for defective products. For non-defective items, refund excludes all shipping and handling fees, including return fees.
CANCELLING OR AMENDING ORDERS
In order to guarantee a quick turnaround on order processing and shipping, once an order is placed, it cannot be cancelled or amended.
Any unwanted items after your order has been placed must be returned for a refund (please see the “Refunds” section above). Please note that the cost of this return has to be paid by the customer, unless the item is faulty. We appreciate your understanding.