Refund policy

Terms & Conditions
Privacy Policy

Vela Shop’s online sales portal is designed to allow purchases from anywhere in the world.
We are committed to providing an exceptional shopping experience, supported by the tools and resources needed for a seamless transaction.
Please note: All online sales are considered final. However, to ensure efficient service, we collaborate with trusted third-party partners in the sales and delivery process.
Returns Policy
Due to the handcrafted nature of our products, returns are limited and accepted only if the product arrives in compromised condition, such as:

  • Opened, tampered, or damaged packaging
  • Melted items or liquefied products
  • Defective candle wicks (excessive smoke or damage)
  • Any other product deterioration upon arrival

Return & Refund Procedure

  • Customers must provide video or photo evidence of the damage within 24 hours of delivery.
  • Send your claim to shopsvela@gmail.com with the following details:
  • Full Name
  • Mailing Address, Email, and Phone Number
  • Order Number & Order Date
  • Product Description

Reason for Return Request
Our team will respond within 24 business hours to evaluate the defect and verify delivery records.
If approved, a replacement of the same value will be sent.
Management reserves the right to approve or deny any return request.
Cancellations
Orders may only be canceled before shipment. If approved, customers will receive store credit equal to the product’s value, valid for 30 days.
Shipping costs are not covered by the credit. Requests after shipment are ineligible.
Shipping Policy
We ship via USPS, UPS, and FedEx. Unless otherwise requested during checkout, we will select the most convenient shipping option.

  • Changes to shipping speed must be made within 24 hours of placing the order.
  • Customers are responsible for providing accurate shipping information. Incorrect details may result in additional reshipment costs, which the customer must cover.
  • We are not responsible for carrier delays, increased shipping costs, or transit times.

Lost or Stolen Packages
If your package is lost or stolen during transit, you must notify us at shopsvela@gmail.com with:

  • Full Name & Contact Details
  • Order Date & Description
  • Reason for Claim

We will investigate with the carrier and confirm if insurance coverage applies.
We do not offer product-loss insurance and are not liable for packages stolen after delivery.