Refund policy
Last updated: July 21, 2026
This Return and Refund Policy applies to purchases made from Velxyra by customers in the United States. Transactions are processed in USD.
Velxyra sells lighting products, including chandeliers, pendant lights, wall lights, and related lighting products.
Return Window
Eligible products may be returned within 30 days of delivery.
The return period begins on the date the order is shown as delivered by the shipping carrier.
Return Eligibility
To qualify for a return, the product must:
- Be unused and uninstalled
- Be free from alterations or modifications
- Be returned with its original packaging
- Include the original mounting hardware, documentation, and other included components
- Be returned according to the instructions provided by Velxyra
Products damaged through installation, modification, improper handling, or use may not qualify for a standard return.
This does not limit the process available for products that arrive damaged, defective, or incorrect.
How to Request a Return
All returns must be requested and approved before shipment.
To request a return:
- Contact info@velxyra.com within 30 days of delivery.
- Include your order number, the product you wish to return, and the reason for the request.
- Velxyra will review the request and confirm whether the return is approved.
- After approval, Velxyra will email you a prepaid downloadable return shipping label and return instructions.
- Download and print the approved label.
- Attach the label securely to the return package.
- Ship the package according to the provided instructions.
Do not send a product back before receiving return approval and instructions.
Do not send returns to Velxyra’s operating address. The correct return destination will appear on the prepaid return shipping label issued after approval.
Returns are accepted by mail only. In-person returns are not available.
Return Shipping Costs
Velxyra provides a prepaid return shipping label for approved returns and exchanges.
There is no charge to the customer for an approved return label. Velxyra covers the cost of the approved return shipment.
A prepaid label is issued only after the return or exchange request has been reviewed and approved.
Inspection
After the returned product is received, Velxyra will inspect it within 1–3 business days.
The inspection confirms whether the product and included components meet the return conditions described in this policy.
Refunds
After the returned product has been inspected and approved, Velxyra will process the refund within 10 business days.
Refunds are issued:
- In USD
- To the original payment method
- After the returned product has been received, inspected, and approved
A confirmation email will be sent after the refund has been processed.
Exchanges
Exchanges are available for eligible products.
The product must satisfy the same eligibility conditions and 30-day return window described in this policy.
To request an exchange, contact info@velxyra.com. The request must be approved before the product is shipped.
After approval, Velxyra will provide a prepaid downloadable return shipping label. The returned product will be inspected within 1–3 business days after receipt before the exchange is approved for completion.
Restocking Fees
Velxyra charges no restocking fee for approved returns or exchanges.
Damaged, Defective, or Incorrect Products
When a lighting product arrives damaged, defective, or different from the item ordered, contact info@velxyra.com as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Clear photographs showing the product, packaging, damage, defect, or incorrect item
Velxyra will review the information and provide the appropriate return, replacement, exchange, or refund instructions.
Do not discard the product or its packaging and do not ship it before receiving instructions.
For an approved return, Velxyra will provide and pay for the prepaid return shipping label.
Order Cancellations
An order may be cancelled before it has been shipped.
To request a cancellation, contact info@velxyra.com as soon as possible. A cancellation cannot be guaranteed after an order has entered shipment.
After shipment, the applicable return process must be followed.
Contact Information
Store Name: Velxyra
Email: info@velxyra.com
Customer Support Hours: Monday–Friday, 8:00 AM–7:00 PM (GMT-4)
Expected Response Time: Within 48 business hours
Customer support and policy-related time references use GMT-4. Business days are Monday through Friday.
Velxyra’s operating address is not a return address. Customers must use only the return destination and prepaid label supplied after approval.