Refund policy

Return & Refund Policy

VeloNoire

At VeloNoire, we want you to love the comfort and quality of your bedding. If something isn’t right with your order, we’re here to help.

Please review the guidelines below regarding returns, refunds, replacements, and cancellations.

 

 

Return Window

Returns must be requested within 7 days of the order being delivered.

After 7 days from delivery, we unfortunately cannot accept returns unless the product has a confirmed defect or damage.

 
Eligibility for Returns

To qualify for a return:

• The item must be unused and in its original condition
• The product must be returned with all original packaging, tags, and accessories
• The return request must be submitted within 7 days of delivery

Returned products that show signs of use, washing, stains, or damage may not be eligible for a refund.

Sale & Discounted Items
Sale and discounted products are final sale and are not eligible for cancellation or refund.

 

Damaged or Defective Products

If your order arrives damaged or defective, please contact us within 7 days of delivery.

To process your claim, we may request:

• Clear photos or videos showing the issue
• Your order number
• A brief description of the issue

Once verified, we will offer one of the following:

• Full refund
• Replacement product
• Partial refund (depending on the issue)

Please note: 

  • Minor packaging damage caused during shipping does not qualify for a refund if the product itself remains intact.
  • Every screen is different — and so is every batch of beautifully woven fabric. Slight variations in color between the product photos on our website and the item you receive can occur due to screen settings, device displays, lighting conditions, and your monitor’s color calibration. Minor print differences and natural textile characteristics are part of what makes each piece unique and are not classified as damage or defects. These variations are not eligible for return or exchange.

 

Incorrect or Missing Items

If you receive the wrong item, incorrect size, or missing accessories, please contact us within 7 days of delivery.

We may request:

• Photos of the product received
• Screenshot or description of the issue

After verification, we will offer:

• Replacement of the correct item
• Reshipment of missing parts or accessories
• A full or partial refund when appropriate

 

 

Orders Marked as Delivered

If tracking information confirms that an order has been successfully delivered, we may not be able to issue a refund for non-receipt.

If you believe your package was not delivered, please contact us, and we will assist you in opening an investigation with the shipping carrier. Investigation timelines may take up to several weeks, depending on the carrier.

 

 

Shipping Delays

Most orders arrive within the estimated delivery window shown at checkout.  

 

 

Return Shipping

For all returns, customers are responsible for return shipping costs.

Return instructions and the return address will be provided after your return request is approved.

We recommend using a tracked shipping service when returning items.

If you would like to return your order, it must be shipped back to our international warehouse. We do not currently offer reverse pickup for internationally shipped orders. Return shipping, customs charges, and any related costs will be the responsibility of the customer.

 

 

Refunds

  • Once the returned product is received and inspected, we will notify you regarding the approval of your refund.
  • Approved refunds will be issued to the original payment method used during purchase.
  • Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
  • Shipping fees and any additional charges from the original order are non-refundable.
  • Refunds are available only in cases where the product is damaged or the wrong item has been delivered. In all other approved cases, we offer exchange or store credit, which is valid for 3 months.

 

Order Changes & Cancellations

Because orders are processed quickly, we cannot guarantee changes to an order once it has been placed.

Orders may only be cancelled if they have not yet entered processing or shipment.

Once an order has been shipped, it cannot be cancelled. In this case, customers may request a return after the order is delivered.

 

 

Force Majeure

VeloNoire is not responsible for delays caused by events outside our control, including but not limited to:

• Natural disasters
• Customs inspections
• International shipping disruptions
• Public health events
• Carrier delays

 

 

How to Start a Return

To initiate a return or report an issue, please contact our support team:

Email: help@velonoire.com

Please include:

• Order number
• Description of the issue
• Clear Photos and videos(mandatory)

Our team will review your request and provide return instructions if your return is approved.