Thank you for choosing Velour Furniture for your home furnishing needs. We want you to be completely satisfied with your purchase. If, for any reason, you are not happy with your product, you can initiate a return within 30 days of receiving it. Please review our return policy below for more details:

General Return Conditions:

To qualify for a return, the item(s) must meet the following conditions:

1. The product must be in brand-new condition.
2. It should be uninstalled and non-assembled.
3. The item must remain unused, with no missing pieces.
4. All original tags and packaging must be intact.

Please note that our 30-day return policy is based on the delivery time of each individual item as indicated on the carrier’s website, not the entire order. Returns will not be accepted if the item(s) are marked as delivered more than 30 days prior to initiating the return.

Items That Cannot Be Returned:

The following items are non-returnable:

1. Clearance items.
2. Customized items.
3. Offline purchases (items or parts not listed on our website).
4. Items labeled as “Non-Returnable” on the product page.
5. Assembled or disassembled products.
6. Items without original packaging or with significant damage to the original packaging.

Please be aware that any items returned without prior authorization will not qualify for a refund and will be rejected upon delivery to our returns center.

Before Initiating a General Return:

Here’s what you need to know before starting a general return:

1. Do not discard original packaging: Please retain all original packaging and wrapping materials from the received item(s).

2. Packaging: Ensure that the item is packaged in the same way as when it was delivered to meet carrier requirements. For large items, you may need to prepare a pallet yourself.

3. Additional services: Additional services on the order, such as doorway drop-off, room of choice drop-off, and white glove delivery, will not be refunded for general returns.

4. Provide images: You will need to provide at least a full view picture of the product and the outer box, as well as a picture of the internal packing. These images help us assess the product’s condition and return eligibility.

5. Return shipping cost: You are responsible for covering the return shipping cost if there are no quality issues involved. In some regions, we may provide prepaid labels, and the return shipping fee will be deducted upon return. If we cannot provide a prepaid label, you will need to arrange the return yourself.

6. Restocking Fee: 25% restocking fee maybe charged.  

Faulty or Damaged Products:

If you receive a product with missing parts, faults, damage, or incorrect items, please follow these steps:

1. Inspect your purchase upon receipt and notify us immediately of any issues, preferably within 48 hours of receiving the items.

2. Contact our customer service and provide pictures or a video demonstrating the problem. Include pictures of the product, packaging, and labels on the outside to expedite the process.

3. Please note that unauthorized handyman services are not covered for repair fees.

Supplemental Terms:

1. Damaged items: If an item is damaged during shipping, report it to customer service within 3 business days of receiving the item and do not discard the damaged item or its packaging.

2. Undeliverable and refused packages: If delivery attempts fail due to reasons like refusal, invalid address, or lack of a signature, resulting in reshipment or cancellation, you will be responsible for additional handling and shipping fees.

How to Initiate a Return:

1. Log in to your Velour Furniture account.

2. Find ‘My Order’ and click the ‘Return’ button.

3. Select the items you wish to return, state the reason, and submit your return request.

Once your return request is approved, you will receive a return notification email along with a return sticker. Please return the item following the instructions provided in the email. Do not return the item before obtaining return merchandise authorization.

4. Package the item(s) securely in their original packaging.

5. Ship the package(s) using trackable shipping methods and provide the tracking number and carrier (untrackable returns may delay the refund).

You will receive a notification email within 3-5 working days after we receive your item(s), confirming the refund process. Refunds will be made to the original account used for payment.

Please note that for credit card payment refunds, it may take up to one billing cycle for your account to be credited. Avoid requesting a chargeback from your credit card company during the return process, as this can delay resolution. If you encounter unusual delays, feel free to contact us for assistance.