Refund policy

Shipping, Returns & Order Protection Policy

Order Processing & Delivery Times

All orders placed with Velare are processed within 7–14 business days. Due to international fulfillment operations and logistics constraints, delivery may take up to 30 business days after dispatch depending on destination and carrier. All delivery timeframes are estimates and are clearly communicated prior to purchase and during checkout. An order is considered within the normal delivery window provided it has not exceeded 50 business days after dispatch.

Returns & Refund Eligibility

All sales at Velare are considered final. We do not accept physical returns or exchanges at this time. By completing a purchase, the customer acknowledges and agrees to this policy.

However, we are committed to customer satisfaction. In the event of a valid issue, the following resolutions may be offered at Velare's discretion:

  • Partial refund — issued to the original payment method for documented product issues
  • Store credit — single-use discount code with no expiration date, issued for eligible concerns
  • Full refund — only in cases where the order is officially confirmed lost by the carrier after investigation, or returned to sender due to a verified fulfillment error on our part

Discounted, sale, or promotional items are not eligible for returns, exchanges, or refunds under any circumstances.

Fulfillment, Tracking & Dispatch

Once an order has entered the fulfillment process and a tracking number has been assigned, the order is considered shipped. Orders with active tracking that are still within the stated delivery window are not considered lost and are not eligible for refund or store credit.

Delivered Orders

Orders marked as "Delivered" by the carrier to the address provided at checkout are considered fulfilled and completed. Velare is not responsible for packages that are not claimed, retrieved, or collected after delivery confirmation. Such orders are not eligible for refund or store credit.

Incorrect or Incomplete Address

Customers are solely responsible for providing a complete and accurate shipping address at checkout. Velare is not responsible for orders that are delayed, lost, or undeliverable due to incorrect or incomplete address information. These orders are not eligible for refund, store credit, or re-shipment.

Customer Responsibilities

By placing an order with Velare, the customer agrees to:

  • Monitor tracking updates once provided
  • Contact the carrier directly if delivery attempts fail
  • Allow the full stated delivery timeframe before requesting resolution
  • Contact Velare support before initiating any dispute or chargeback

Chargebacks & Disputes

By completing a purchase, the customer agrees to contact our support team and allow a minimum of 5 business days for resolution before initiating any dispute or chargeback with their payment provider. Chargebacks filed without first contacting Velare support, or filed while a resolution is already in progress, will be contested and may result in dispute denial due to non-compliance with our merchant terms.

📧 Support: support@velareofficial.ca

Acceptance of Terms

By completing a purchase on the Velare website, the customer fully acknowledges and agrees to all terms outlined in this Shipping, Returns & Order Protection Policy. This policy is presented clearly prior to and during checkout, and constitutes a binding agreement between the customer and Velare.