Refund policy

VelaVista Return & Refund Policy

At VelaVista, we want you to love your purchase. If, for any reason, you’re not satisfied, we offer an easy and hassle-free return process.

30-Day Hassle-Free Return:

You may request a return with 30 days of purchase.

To initiate your return process please contact our support team at info@velavista.store.

For a return or exchange, we only accept the products that are unopened in original packaging or have never been used.

Return Policy Overview

  • Return Window: You have 30 days from the day you received your order to initiate the return.
  • Condition: Items must be unused, in their original condition, and returned with the original packaging.
  • Easy Returns: Returning items to us is easy and our client support team will assist you.
  • Territorial scope: This Return and refund policy applies to purchases in the United Kingdom & Canada. 

Return Costs

  • For Defective Products: No cost to the customer. This applies when the product is incorrect, damaged by the carrier, or defective in any other way.
  • For Customer Remorse (Change of Mind): The actual cost of return delivery will be charged to you, the customer. This applies when you purchase the wrong product, the item does not fit, or you no longer want the item. You will be responsible for the shipping costs for returning your item. Shipping costs are non-refundable.

Restocking Fee:

We do not charge any restocking fees.

How to Return an Item

  1. Contact us: Email us at info@velavista.store with your order number and reason for the return.
  2. Pack your item: Repack the item securely in its original packaging, including all accessories, tags and documents.
  3. Send it back: Drop your package off at the nearest shipping carrier lacation as per the instructions in the return authorization email.

Refund Process

  • Inspection: Once we receive your item, we'll inspect the item to ensure it meets our return criteria.
  • Refund: After inspection, your refund will be processed in 15 business days. It usually takes another 15 business days for the refund to appear on your original payment method, depending on your bank or payment provider.
  • Refund will be processed using the same payment method used at the time of purchase.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@velavista.store

Exchanges
Want to swap for a different size, color, or product? No problem! Reach out to us, and we’ll help you exchange your item quickly and easily.

Exceptions / non-returnable items
 Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

For any Questions, Visit our Frequently Asked Questions page or contact our customer service here.

Contact Information

Store name: VelaVista

Phone number: +12896235322

Email: info@velavista.store

Physical address: 29 Adrian Crescent, Brampton, Ontario, L6X 5M6, Canada

Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (GMT-05:00) Eastern Standard Time (Toronto)

We will respond to your email within 24 hrs (Mon–Fri) — weekend messages are answered on Monday.