Refund policy
Velcena wants the return and refund process to be clear before you place an order. This policy applies to orders delivered within the United States.
Returns
Return requests may be submitted within 30 days from the date of delivery.
Before sending an item back, you must first contact Velcena and receive approval and return instructions. Please do not send an item without authorization.
To request a return, email info@velcena.com within the 30-day return window.
How to Request a Return
The return process works as follows:
- Contact info@velcena.com and submit your return request.
- Velcena reviews the request.
- If the return is approved, Velcena provides the applicable return instructions.
- Follow the return method and destination provided in those approved instructions.
- Send the item according to the instructions supplied by Velcena.
- After the returned item is received, it is inspected within 1–3 business days.
- If the return is approved following inspection, the refund is processed within 10 business days after inspection and approval.
Do not send products back before receiving approval and return instructions.
Return Shipping Costs
Return shipping is free for approved returns.
Velcena will provide the applicable return shipping instructions after the return request has been reviewed and approved.
Return Destination
Velcena's Operating Address is provided for business identification and transparency. It is not identified as our Return Address.
The applicable return destination or return instructions will be provided after your return request is approved.
Please do not send returns to our Operating Address unless specifically instructed to do so as part of your approved return instructions.
Returns sent without following the approved return instructions may not follow the authorized return process.
Restocking Fees
Velcena charges no restocking fee for approved returns.
Exchanges
Exchanges are available for eligible products.
To request an exchange, contact info@velcena.com before sending the item back. Velcena will review the request and, if approved, provide the applicable exchange and return instructions.
Return shipping is free for approved exchanges.
Please do not send an item for exchange before receiving approval and instructions.
Damaged, Defective, or Incorrect Products
If a lighting product arrives damaged, defective, or different from the item you ordered, contact info@velcena.com and describe the issue.
Velcena will review the request and provide the applicable instructions. If a return or exchange is approved, return shipping is free.
Do not send the product back before receiving approval and return instructions.
Inspection
After an approved return is received, Velcena will inspect it within 1–3 business days after receipt.
The inspection determines whether the return can proceed to refund approval under the applicable approved return process.
Refunds
After inspection and approval, eligible refunds are processed within 10 business days.
Refunds are issued:
- In USD
- To the original payment method
- For approved returns that complete the applicable return process
Cancellations
Order cancellation is available before shipment.
To request a cancellation, contact info@velcena.com as soon as possible. If the order has already shipped, it is no longer eligible for cancellation under the pre-shipment cancellation option.
Contact & Business Information
For questions about returns, exchanges, refunds, or cancellations, contact Velcena:
Store Name: Velcena
Operating Address: 3027 Sherwood Dr, Coeur D Alene, ID 83815, United States
Contact Email: info@velcena.com
Operating Hours: 10:00 AM–7:00 PM (GMT-7)
Expected Response Time: Within 48 business hours
The address above is Velcena's Operating Address and is not designated as a Return Address.
Please do not send returns to our Operating Address unless specifically instructed to do so as part of your approved return instructions.