At Velscape, we want you to be delighted with your outdoor retreat. If your purchase does not meet your expectations, we are here to help.
I. 30-Day Return Window
You have 30 days from the date of delivery to request a return. To be eligible for a return, the item may be carefully assembled and briefly tested to determine its suitability, but it must show no signs of use, wear, damage, stains, or alteration. It must be returned in like-new condition, in its original packaging, with all parts, hardware, and accessories included.
II. Return Authorization and Return Address
Before returning any item, you must contact us at support@velscape.com to obtain return authorization, return instructions, and the designated U.S. return address.
Because returns may be routed to different facilities depending on the product and your location, we do not publish a fixed return warehouse address. Please do not send a product to our registered business address, the address shown on the original package, or any other address without prior authorization from Velscape.
Unauthorized returns may not be accepted and may delay the processing of your refund.
III. Returns for Heavy Furniture
Because our outdoor furniture products and sets are large and heavy, the following conditions apply:
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Original Packaging: Returned products must be shipped back in their original boxes and protective packaging. We recommend retaining all packaging until you are fully satisfied with your purchase.
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Non-Quality Returns: If a return is requested for a reason unrelated to a manufacturing defect or transit damage, such as a change of mind, size preference, color preference, or style preference, the customer is responsible for the actual return shipping cost. If Velscape provides a prepaid return shipping label, the actual cost of that label will be deducted from the final refund.
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Damaged Items or Missing Parts: If a delivered product is damaged or parts are missing, please contact us within 48 hours of delivery at support@velscape.com. Provide your order number, clear photos or videos of the product and packaging, and the shipping label. Please keep the item and all original packaging until you receive further instructions.
After the issue has been verified, Velscape will provide an appropriate solution based on the severity and circumstances. Available solutions may include free replacement parts, partial compensation, a replacement product, or an authorized return and refund for severe damage.
If you purchased Seel Worry-Free Delivery® and the damage occurred during transit, you may also submit the issue through the Seel Resolution Center within the reporting period stated in your Seel confirmation. Seel protection provides a separate claim and payout process for eligible shipping issues. The same loss cannot be compensated twice through both Seel and Velscape.
IV. Refund Process
Once your authorized return has been received and inspected, we will notify you whether the refund has been approved or rejected.
If approved, the refund will be issued to your original payment method. After Velscape issues the refund, your bank, credit card issuer, or payment provider may require an additional 7–10 business days to post the funds to your account. The exact posting time is determined by your financial institution and is outside Velscape’s control.