Return and Refund Policy
Effective Date: September 16, 2026
1. Overview
Velori Homes is operated by Velori LLC. This policy explains when returns, replacements, cancellations, and refunds may be available for purchases made through velorihomes.com.
2. Return Window
Eligible items may be requested for return within 30 days of delivery. Damage, shortage, defect, or an incorrect item must be reported within 48 hours of delivery so we can document the issue with the supplier or carrier.
3. Return Eligibility
To be eligible for a non-defective return, the product must be unused, uninstalled, undamaged, and in its original packaging with all parts, accessories, manuals, and proof of purchase. All returns require written authorization from Velori Homes before the product is shipped back.
Installed, assembled, modified, used, or customer-damaged products are not eligible for return unless a covered defect was present at delivery and is verified through the applicable review process.
4. Damaged, Defective, Missing, or Incorrect Items
Inspect the shipment at delivery whenever possible. Note visible freight damage on the delivery receipt and keep all packaging. Contact hello@velorihomes.com within 48 hours and include:
- Your order number
- Photos of the product, packaging, shipping label, and any visible damage
- A brief description of the issue
- A copy or photo of the delivery receipt when applicable
We will review the documentation and coordinate the appropriate remedy, which may include replacement parts, repair, replacement, carrier claim, or refund as applicable.
5. Return Shipping and Restocking Fees
For approved non-defective returns, the customer is responsible for return shipping and any freight, handling, storage, or accessorial charges. Approved non-defective returns are subject to a 25% restocking fee based on the product price.
If Velori Homes confirms that an item was damaged on arrival, defective, or incorrect, we will provide or reimburse the approved return method as applicable. Do not arrange freight or send an item back without written instructions.
6. Non-Returnable Items
The following are not eligible for return unless required by law or confirmed damaged, defective, or incorrect at delivery:
- Custom, configured, personalized, made-to-order, or special-order products
- Products that have been installed, assembled, modified, used, or connected to utilities
- Clearance, final-sale, gift card, and digital items
- Items missing original packaging, parts, accessories, or documentation
- Items damaged after delivery through misuse, improper storage, installation, or maintenance
If a product has additional manufacturer or supplier restrictions, those terms will be disclosed before the order is finalized when available.
7. Cancellations
Contact us as soon as possible if you need to cancel. A cancellation is not guaranteed after an order has entered supplier processing, production, or shipment. Supplier cancellation, restocking, payment-processing, or freight charges may be deducted when they have already been incurred and are permitted.
8. Refunds
After an authorized return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, less applicable restocking, shipping, freight, handling, or other disclosed charges. Please allow up to 10 business days after approval for us to process the refund; financial institutions may require additional time to post it.
9. Manufacturer Warranties
Warranty coverage varies by product and manufacturer. A warranty claim may be handled under the manufacturer’s repair or replacement process rather than as a retail return. Contact us with the product and order information and we will help identify the applicable process.
10. Contact
- Email: hello@velorihomes.com
- Phone: 206-880-0114
- Address: Velori LLC, PO Box 1140, Lake Stevens, WA 98258-1140, United States
- Service hours: Monday–Friday, 9:00 AM–5:00 PM PT
11. Legal Rights and Updates
This policy does not limit rights that cannot be waived under applicable law. We may update this policy as our product assortment and supplier programs change. The version posted at the time of purchase applies unless otherwise required by law.