Refund policy

Return and Replacement Policy for Vellnora

At Vellnora, we take great pride in the quality of our products. As a Print-on-Demand (POD) brand, each item is specially crafted and printed only after you place your order. Because of this custom process, we cannot offer returns or exchanges for reasons such as "change of mind" or "incorrect size selection".

However, we are fully committed to ensuring you receive your order in perfect condition. Please review the policy below regarding damages and defects.

1. Eligibility for Replacement

We only offer replacements or refunds if the item you receive meets one of the following criteria:

  • Manufacturing Defect: The product has a hole, tear, or printing error.

  • Damaged in Transit: The product or packaging arrived significantly damaged.

  • Incorrect Item: You received a different product, size, or color than what was originally ordered.

2. Mandatory Proof: The Unboxing Video

To protect both our customers and our brand, we strictly require an unboxing video to process any replacement or refund claim.

  • The video must be continuous, starting from the moment the unopened package is shown, through the opening, and clearly displaying the product and the defect.

  • Please ensure the shipping label is visible in the video.

  • Claims without a clear unboxing video will not be entertained.

3. How to Submit a Claim

If your order meets the eligibility criteria mentioned above, please follow these steps:

  1. Contact Us: Send an email to official.vellnora@gmail.com within 7 days of the delivery date.

  2. Provide Details: Include your Order Number, a brief description of the issue, and the unboxing video as an attachment or a shared link (Google Drive/YouTube).

  3. Review Process: Our team will review your claim. If approved, we will initiate a replacement or refund within 5–7 business days.

4. Important Notes

  • No Refunds for Incorrect Size: Please consult the size chart provided on every product page before placing your order. We do not accept returns or provide refunds for size-related issues.

  • Return Shipping: In the event a return is approved, we will provide instructions for the return process.

  • Processing Time: Since items are printed on demand, replacement shipments may take the standard production and shipping time.

5. Contact Information

If you have any questions regarding this policy or need assistance with your order, please reach out to us at:

Email: official.vellnora@gmail.com

Last updated: July 6, 2026