Refund policy
At Velisera, customer satisfaction is our highest priority. We want you to shop with confidence knowing that every purchase is backed by our straightforward 30-day return and refund policy.
If your purchase does not meet your expectations, we're here to help make the process as simple and stress-free as possible.
30-Day Return Guarantee
We proudly offer a 30-day free return and refund policy.
You may request a return within 30 calendar days after receiving your order.
Eligible Return Conditions
To qualify for a return, the item should:
- Be returned within 30 days of delivery.
- Be in its original condition.
- Include original packaging whenever possible.
- Show no excessive signs of wear, misuse, or intentional damage.
For hygiene reasons, certain personalized or customized jewelry items may not be eligible unless they arrive defective or incorrect.
Free Return Shipping
Velisera provides free return shipping for eligible returns.
Once your return request is approved, we'll provide detailed return instructions.
Please do not send products back without contacting us first, as this may delay the refund process.
Damaged, Incorrect, or Defective Items
If your order arrives:
- Damaged during shipping
- Defective
- Incorrect
- Missing items
Please contact us within 7 days after delivery.
To help us resolve the issue quickly, please include:
- Your order number
- Photos of the item
- Photos of the packaging if applicable
Depending on the situation, we may provide:
- A replacement
- A full refund
- A partial refund
- Another suitable solution
Exchanges
If you wish to exchange your item for another size or style, please contact our support team.
The quickest solution is often to process a return and place a new order once the refund has been approved.
Refund Process
After your returned package is received and inspected, we'll notify you regarding the status of your refund.
If approved, refunds are issued to your original payment method.
Most financial institutions process refunds within 5–10 business days, although processing times may vary depending on your payment provider.
Non-Returnable Items
Returns may not be accepted for:
- Customized jewelry
- Personalized products
- Gift cards
- Items intentionally damaged after delivery
- Products showing excessive wear beyond normal inspection
Order Cancellation
Orders may be canceled before shipment.
If your order has not yet entered fulfillment, you'll receive a full refund.
If the order has already shipped, please wait until it arrives and then submit a return request under our 30-day policy.
Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your payment provider.
- Reach out to our customer support if additional assistance is needed.
Contact Us
If you have any questions regarding returns or refunds, please contact us:
Email: support@velisera.online
Phone: +1 (778) 350-8248
Address:
48590 Eakin Settlement Rd
Burns Lake, BC V0J 1E4
Canada
Our team is always happy to assist you and ensure your experience with Velisera remains positive.