Refund & Return Policy

Last Updated: 22 October 2025

At VELISTRA, we want you to be completely satisfied with your purchase. This Refund & Return Policy explains your rights and our procedures regarding returns, exchanges, and refunds.

1. Return Eligibility

We accept returns within 30 days of delivery. To qualify for a return:

  • The item must be unused and in its original packaging.
  • The item must be in the same condition as when received.
  • You must provide a valid proof of purchase (order confirmation or receipt).

Please note: We cannot accept returns for items that have been used, damaged after delivery, or assembled incorrectly by the customer.

2. Return Process

To start a return, please contact our support team at velistraltd@gmail.com or call us at +44 7853 791073. We’ll provide you with step-by-step instructions and the return shipping address.

Customers are responsible for return shipping costs unless the item is faulty or damaged upon arrival.

3. Damaged or Faulty Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery with photos of the item and packaging. Once verified, we will arrange a replacement or a full refund at no additional cost to you.

4. Refund Process

Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be:

  • Refunds are processed within 3–5 business days after confirmation.
  • Issued to your original payment method (PayPal).

Please note: It may take additional time for your bank or PayPal to reflect the refund in your account, depending on their processing time.

5. Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom-made or special-order furniture.
  • Items returned more than 30 days after delivery.
  • Products not in their original condition or missing parts.

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, please return the original item following the process above and place a new order for the desired product.

7. Cancellations

Orders can be cancelled before dispatch. Once an order has shipped, please refer to our standard return process above. To cancel an order, contact us immediately via velistraltd@gmail.com.

8. Contact Information

If you have any questions about returns or refunds, please contact us:

VELISTRA
128 City Road, London, EC1V 2NX, United Kingdom
Phone: +44 7853 791073
Email:velistraltd@gmail.com

For more details, please review our Shipping Policy, Privacy Policy, and Terms & Conditions.