Start With the Order
A return or refund request should identify the relevant order, product and reason for the request.
Velnora Store Policy
Return & Refund Policy
This Return & Refund Policy explains how Velnora handles return requests, exchanges, damaged or incorrect products, cancellations and refunds for office furniture, ergonomic seating, workstations and related workspace products purchased through our store.
Last updated October 15, 2026
About This Policy
How Returns and Refunds Are Handled
This policy applies to purchases made through the Velnora online store. Because Velnora sells products ranging from compact workspace accessories to larger desks, office chairs and storage furniture, the circumstances of a return can differ by product and order.
Return eligibility is reviewed using the condition of the item, the reason for the request, the product involved, the order record and any applicable consumer rights or product-specific conditions.
This policy does not create an unstated fixed return window, refund-processing period, warranty period or cancellation deadline. Where a specific requirement applies to a particular transaction, it should be reviewed together with the information provided for that order.
Eligibility Is Assessed
The condition of the product and circumstances of the request may affect the available resolution.
Follow Return Instructions
If a return is approved, follow the instructions provided for packaging, documentation and return handling.
Refunds Follow Review
Where a refund is approved, it is handled according to the applicable order and payment circumstances.
Scope of This Policy
This Return & Refund Policy applies to eligible purchases made directly through the Velnora online store.
It covers general return, exchange and refund handling for products such as desks, office chairs, monitor equipment, laptop stands, footrests, office storage, cable-management products, task lighting and other workspace accessories.
Any mandatory legal rights that apply to your purchase remain unaffected by this policy.
Return Eligibility
A return request may be reviewed when a customer wishes to send back a Velnora product. Approval depends on the circumstances of the order and the condition of the item.
Factors that may be considered include:
- The reason for the return request.
- Whether the product has been used, assembled, altered or damaged after delivery.
- Whether all relevant parts, components and accessories are present.
- Whether the product can reasonably be returned in a condition suitable for review.
- Whether the request concerns damage, an incorrect item, missing parts or another order issue.
- Any legal rights or transaction-specific conditions applicable to the purchase.
Do not return an item without first following the return
instructions provided for the applicable request. Unapproved or
incorrectly routed returns can be more difficult to identify and process.
Condition of Returned Products
Where a return is based on a change of mind or another reason unrelated to delivery damage, incorrect fulfillment or a product issue, the condition of the item may affect eligibility.
Customers should take reasonable care of products while a return request is being considered.
- Avoid unnecessary use after deciding to request a return.
- Keep removable parts, hardware, accessories and documentation together.
- Do not intentionally modify or damage the product before return review.
- Preserve original packaging where reasonably possible, especially for larger office products or fragile equipment.
These considerations do not limit rights relating to products that arrive damaged, incorrect or otherwise subject to protections that cannot legally be excluded.
How to Start a Return Request
A return request should contain enough information to identify the transaction and understand why the product is being returned.
- Provide the relevant order information.
- Identify the product involved.
- Explain the reason for the return request.
- Describe any damage, missing components, compatibility issue or fulfillment problem where relevant.
- Provide clear photographs where they are reasonably useful for documenting a product or delivery issue.
After the request is reviewed, additional information or return instructions may be provided where needed.
Packaging, Components and Accessories
Office furniture and ergonomic products may include hardware, cables, controls, mounting parts, manuals, accessories or other components required for normal use.
Where a return is approved, customers should include the parts and accessories reasonably associated with the product unless instructed otherwise.
Suitable packaging should be used to reduce avoidable damage during return transportation. Original packaging can be useful for this purpose where it remains available and usable.
Return Shipping
Responsibility for return shipping can depend on why the item is being returned, the circumstances of the order and the instructions provided for the approved return.
Where the return relates to a damaged, incorrect or otherwise problematic delivery, return handling may differ from a return requested for another reason.
Important
Do not send a large desk, office chair, cabinet or other substantial product to an address found independently online. Follow the return instructions associated with the approved request.
Damaged Products
If a product arrives visibly damaged or appears to have been damaged during delivery, document the condition as clearly as reasonably possible.
- Retain the product and relevant packaging while the issue is being reviewed.
- Take clear photographs of visible product damage.
- Photograph damaged packaging where it may help show what occurred during delivery.
- Identify any damaged or unusable components.
- Avoid discarding parts that may be relevant to the review.
The appropriate resolution can depend on the nature and extent of the damage, the product involved and applicable legal rights.
Incorrect Products
If the product delivered does not match the product ordered, retain the item and its packaging while the order is reviewed.
Provide the relevant order information together with photographs or product details that clearly identify the item received.
Avoid assembling, modifying or extensively using an incorrect product unless doing so was reasonably necessary to identify the problem.
Missing Parts or Components
Some Velnora products may contain multiple parts, hardware packs, mounting components or accessories.
If a product appears incomplete:
- Review the packaging carefully before concluding that a part is missing.
- Check product documentation or component lists where available.
- Identify the missing component as clearly as possible.
- Keep the remaining product and packaging available while the issue is reviewed.
Exchanges
Exchange availability depends on the product, inventory, circumstances of the request and whether an exchange is an appropriate resolution for the order.
An exchange request is not considered complete until the request has been reviewed and any required instructions have been provided.
Where a direct exchange is not available, another resolution may be considered according to the circumstances of the order.
Refund Review
Refunds are issued where a refund is approved according to the circumstances of the order, this policy and applicable legal rights.
Where a physical return is required, the returned item may need to be received and reviewed before the refund can be completed.
The review may consider whether the correct product was returned, whether required components are present and whether the item's condition matches the approved return circumstances.
This policy does not promise a fixed refund-processing period.
Processing time may depend on the return review, payment provider
and circumstances of the transaction.
Refund Method
Approved refunds are generally connected to the payment arrangement used for the applicable transaction, subject to the capabilities and requirements of the payment provider.
Once a refund has been processed by the store, the time required for the transaction to appear may also depend on the payment provider or financial institution involved.
Velnora does not control independent processing periods imposed by banks, card issuers or other payment services.
Order Changes and Cancellations
Customers may request an order change or cancellation, but whether the request can be completed depends on the current processing status of the order.
A request does not guarantee that an order can be cancelled once processing, preparation or shipping activity has begun.
If cancellation is no longer possible, any later return request will be considered under this Return & Refund Policy.
Velnora does not establish an unstated cancellation deadline in
this policy. Whether a cancellation can be completed depends on
the actual status of the order when the request is reviewed.
Refused or Undeliverable Orders
Refusing a delivery or failing to receive a shipment does not automatically complete a return or create an immediate refund.
Where a shipment is refused, returned by the carrier or deemed undeliverable, the order may need to be reviewed after the shipment status and product condition can be confirmed.
Additional transportation or handling costs resulting from address errors, refusal or failed delivery may affect the resolution where permitted by law and where such costs are applicable.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude or reduce rights or remedies that cannot legally be excluded under applicable consumer protection law.
If mandatory law provides rights that are more favorable than a term stated in this policy, the applicable mandatory right will continue to apply.
Changes to This Policy
Velnora may update this Return & Refund Policy to reflect changes in store operations, return practices, services or legal requirements.
The current version will be published on this page. The revision date shown at the top of the policy may be updated when material changes are made.
Return Request Process
What Happens After You Request a Return
A clear return process helps connect the product, order and reason for the request before any item is sent back.
Submit the Relevant Details
Identify the order, product and reason for the request.
Provide Supporting Information
Add photographs or product details where they help explain damage, incorrect fulfillment or another issue.
Wait for Return Instructions
Follow the instructions provided after the request has been reviewed.
Prepare the Product Carefully
Include relevant components and package the item appropriately for the approved return.
Return Review Is Completed
Where required, the returned product is reviewed before the applicable resolution is finalized.
Important Return Considerations
Protect the Product While the Request Is Open
Office furniture and ergonomic equipment can contain mechanical, electrical, structural or mounting components. Keeping the product in an appropriate condition can make a return-related review clearer.
Do Not Discard Important Parts
Keep hardware, controls, adapters, mounting parts and other relevant components together while the request is being reviewed.
Avoid Additional Damage
Once a return-related issue is identified, avoid unnecessary use that could make the product condition more difficult to assess.
Keep Useful Packaging
Packaging can help protect larger desks, office chairs, monitor equipment and accessories during an approved return.
Document Shipping Damage
Clear photographs of the product and packaging may help distinguish delivery damage from damage that occurred later.
Velnora Return Support
Need Help With a Return or Refund?
If your return, exchange or refund question is not answered by this policy, provide the relevant order details, product information and reason for your request through the Velnora contact page.