1. Order Cancellation
We understand that plans change. If you need to cancel your order, please review our cancellation timelines:
- Within 24 Hours: You can cancel your order free of charge within 24 hours of placement by contacting us at info@velaandlux.com.
- After 24 Hours: If you request a cancellation after 24 hours and your order has not yet shipped, we can cancel the order for free. Once an order has been shipped, it can no longer be canceled.
- If your order includes items that are "made to order", cancellations requested more than 24 hours after the order is placed are subject to a cancellation fee equal to 15% of the amount you actually paid for those items. By that point, we will have already cut the materials and started production, and those materials cannot be returned.
The 24-hour order cancellation window is measured from the exact time your payment is processed until the time we receive your order cancellation request email.
In your order cancellation request email, you must include the recipient's name and your order number (beginning with 'AL' followed by digits). Additionally, the request must be sent from the email address associated with the original order. Requests submitted from an alternative email address may not be deemed valid and will necessitate further manual verification.
Should you experience difficulties with your original email address and are unable to send the cancellation request, please contact our customer service representatives via live chat, telephone, or WhatsApp. You may provide the required verification details through these instant support channels to avoid missing the 24-hour order cancellation window.
2. Return Window & Requirements
We accept returns within 30 days of the confirmed delivery date. The delivery date is based on the tracking records on the UPS or FedEx official website.
Prior to initiating a return, please ensure your order complies with the following requirements:
- The item must be uninstalled, unused, and unmodified.
- It must be in its original packaging, including all original accessories, hardware, manuals, and tags.
- Items that have cut wires, missing parts, or signs of installation cannot be returned.
- Customized or special-order products are final sale and are not eligible for return.
3. Return Costs
Who covers the return shipping cost and how the return is processed depends on the reason for the return.
(A). Product delivered in good condition, but the customer changed their mind (design changes, does not match the style of the space, etc.).
Customer responsible for arranging shipping and return shipping costs. We will charge a 10% restocking fee.
(B). Defective or incorrect delivery.
Vela & Lux responsible for arranging shipping and provide a prepaid shipping label, no restocking fee.
The restocking fee is calculated as a percentage of the actual amount you paid for the order (product).
4. Standard Return Process
(A). Product delivered in good condition, but the customer changed their mind.
- Email us at info@velaandlux.com within 30 days of delivery. Please include (1)Order Number; (2)Reason for Return. Photos or videos may be requested if needed to assess the item’s condition.
- We will review your return request. If we approve the return, you will receive return instructions and a return authorization number by email. You need to print it out and attach it to at least two exterior sides of the package. You are responsible for arranging and paying for return shipping. Please note that any returned packages missing the return authorization number will remain unprocessed.
- Ensure the product is thoroughly sealed in its original packaging. We strongly recommend taking photos of the inside and outside of the package before shipping for your records.
- Send the package back to us using a trackable and insured shipping method. Reply to our email with your tracking number once shipped.
(B). Defective or incorrect delivery
- Email us at info@velaandlux.com within 30 days of delivery. Please include (1)Order Number; (2)Photos/videos showing product damage or incorrect items.
- Once our review is complete, we will provide you with a prepaid shipping label and arrange a pickup time with UPS/FedEx. Please download and print the label, then affix it to your package.
- Wait for the UPS/FedEx pickup and then hand the package over to the courier.
5. Exchanges
If you wish to exchange a product, please contact us within 30 days of the confirmed delivery date. The delivery date is based on the tracking records on the UPS or FedEx official website.
- The item must meet all Return Requirements.
- You will need to ship the package back to us yourself. Please use a trackable and insured shipping method. No restocking fee.
- Exchanges are only available for different finishes, configurations, materials, or other options of the same product. Exchanges for a different product are not supported.
- Once we receive and inspect the original item, we will process your exchange and ship the new item. (If there is a price difference, we will invoice or refund you accordingly).
6. Refunds Processing
Once your returned package arrives at our warehouse, please allow 5 business days for our team to inspect item and process a refund.
- If the return is approved, your refund will be issued to your original method of payment. You will receive an email confirmation once the refund has been processed.
- Most refunds will be credited to your account within one business day, but it may take a few extra days depending on your bank or credit card company. For specific details, please consult your bank or credit card company.
- Please note that if the returned product arrives damaged due to poor repackaging or shows signs of use/installation, we reserve the right to deny the refund or charge a higher restocking fee.
Contact Us
Business Name: Vela & Lux
Email: info@velaandlux.com
Phone & WhatsApp: +1 (747) 476-1807
Address: 4091 Camellia Ave, Studio City, CA 91604, United States
Business Hours: Monday - Friday, 9 AM - 7 PM (Pacific Time)
