Last updated: November 4, 2026
At Velscape, product quality comes first. Structural stability, seating comfort, and details that make everyday use easier all matter to us. We stand behind our products and value your experience every time you use your furniture.
We believe good outdoor furniture should do more than make a great first impression—it should bring lasting comfort and peace of mind. Whether you are relaxing on your own or spending time with family and friends, we hope Velscape becomes a lasting part of your everyday life.
Not sure whether a recliner is right for your height, weight, and body type? Concerned about having enough room to move around once it is in place or fully reclined? Would you like to learn more about the seating comfort and features, or see real-life photos of the fabric’s color and texture?
Before placing your order, please email support@velscape.com with any questions and tell us about your needs. We’re happy to help you better understand our products.
If this is your first Velscape purchase, or you are not yet sure whether an entire furniture set is right for you, consider purchasing a single piece first and adding more after experiencing it in person. Single-item purchases are subject to the same return conditions and fees below. Please read them carefully before ordering.
I. Product Quality Issues
If your item has a manufacturing defect, or a structural or functional issue arises during normal use after installation and operation according to the instructions, please contact support@velscape.com with your order number, a description of the issue, and relevant photos or videos.
Depending on the nature and extent of the issue and the available solutions, we may arrange operating guidance, replacement parts, repair, replacement of the affected component or item, or another appropriate resolution.
If we confirm that a return and refund are necessary, we will provide return arrangements and refund the full amount actually paid for the affected item. Velscape will cover reasonable shipping costs necessary to resolve a confirmed product quality issue present on arrival.
A problem with an individual component does not necessarily require the entire furniture set to be returned or replaced. We will confirm an appropriate resolution with you based on the circumstances.
Damage caused by misuse, accidental impact, unauthorized modifications, or failure to follow installation or maintenance instructions is not a manufacturing defect. We will assess the cause based on the available evidence.
The 30-day change-of-mind return window does not mean that quality protection ends after 30 days. For later quality issues, please see our Care & Warranty Policy.
II. Damage in Transit
If an item arrives damaged in transit, please photograph the item, outer carton, protective packaging, and shipping label. Keep the damaged item and all packaging while you wait for further instructions.
If you purchased Seel Worry-Free Delivery®
Submit a transit-damage claim through the Seel Resolution Center using the email address used for your order and your Velscape order number. Select the affected item(s) and upload the required evidence.
Transit damage generally must be reported within 7 days of delivery. The reporting deadline in your Seel coverage confirmation email controls. Seel independently reviews claims and handles eligible payouts under the coverage terms issued for your order. Keep the item and packaging until Seel confirms they are no longer needed.
If you did not purchase Seel protection, or you are unsure what to do
Please contact support@velscape.com as soon as possible, ideally within 48 hours of delivery, with your order number and relevant photos or videos. We will review the issue and help arrange an appropriate resolution based on the extent of the damage. This may include replacement parts, a replacement item, mutually agreed partial compensation, or an authorized return and refund.
The same loss cannot be compensated twice through both Seel and Velscape. If you are unsure whether the issue is transit damage or a product defect, contact us for help determining the appropriate next step.
III. Wrong Items, Missing Shipments or Parts, and Items Not as Described
If the model, color, or item you receive does not match your order, necessary parts are missing, or the item differs materially from the website description, please contact support@velscape.com with your order number and photos of the item and packaging labels.
Furniture may arrive in multiple packages. If you have received only part of your order, first check the tracking information for the remaining packages, or contact us for help confirming their status.
Once verified, we will arrange to supply the missing items or parts, provide a replacement, or offer another appropriate resolution. If the issue cannot reasonably be resolved and a return and refund are necessary, we will refund the full amount actually paid for the affected item and cover necessary, reasonable shipping costs.
Manufacturing defects, wrong items, and parts missing from inside a package fall within Velscape’s product and order support. Please contact us directly for these issues.
IV. Change-of-Mind Returns
This section applies to non-quality reasons such as changing your mind, disliking the color or style, choosing a size that does not fit your space, or finding that the seating comfort does not meet your personal preferences.
Request Window and Item Condition
Contact support@velscape.com within 30 calendar days of delivery with your order number, reason for the return, and details of the item(s) you wish to return. If the same item or set arrives in multiple packages, the 30-day period starts when its last package is delivered. Inspect each package promptly for transit damage and follow the reporting deadline applicable to that shipment; do not wait for all packages to arrive before reporting damage.
Change-of-mind returns are accepted only if all of the following conditions are met:
- The item remains unopened in its original manufacturer’s packaging.
- The item has not been used, installed, assembled, or modified.
- The original packaging, protective materials, labels, and included accessories are intact and complete.
Opened items are not eligible for change-of-mind returns, even if they have not been assembled or used.
For sets or items shipped in multiple boxes, tell us which items you wish to return and the packaging condition of each part so we can check eligibility. Do not split up a set and send items back without our confirmation.
Fees and Refund Amount
For an eligible, authorized change-of-mind return, we will deduct 40% of the returned item’s purchase price, as follows:
| Fee | Percentage |
|---|---|
| Fixed logistics fee | 10% |
| Fixed return handling fee | 30% |
| Total deduction | 40% |
If you use the return shipping method we confirm, no additional standard return shipping charge will be added on top of the 40% deduction.
The fees are calculated using the actual discounted purchase price of that item in your order, excluding taxes. We do not use a crossed-out original price or the website price at the time of the return.
After we receive the returned item and confirm that it meets the conditions, we will refund 60% of that item’s purchase price. Before you ship it back, we will confirm the applicable fees and estimated merchandise refund with you.
V. Order Cancellations and Refused Deliveries
If you wish to cancel an order, contact support@velscape.com as soon as possible. Cancellation requests must be confirmed; submitting a request does not mean the order has been canceled.
If the item has not actually shipped and cancellation is confirmed, we will refund the full amount actually paid for the unshipped item. The same rule applies to pre-order items.
If the item has already shipped, we will check whether it can be intercepted or returned, but interception cannot be guaranteed. If you cancel or refuse delivery for a personal reason, such as changing your mind, and the returned item meets the eligibility conditions, Section IV, Change-of-Mind Returns, applies.
If delivery is refused because of obvious damage, a wrong item, or another delivery issue, we will review and handle the matter according to the actual reason.
VI. Items Not Received and Delivery Issues
Furniture orders may contain multiple packages, each with its own tracking number, arriving on different dates. One package being marked delivered does not mean the entire order has arrived.
If tracking has not updated for an extended period, a package appears lost, delivery fails, or tracking shows delivered but you cannot find the package, check the tracking information for the other packages promptly and seek help as follows.
If you purchased Seel Worry-Free Delivery®
Eligible losses in transit, packages marked delivered but not received, and qualifying delivery delays can be reported through the Seel Resolution Center.
Packages marked delivered but not received generally must be reported within 7 days of delivery. A domestic U.S. package that has not been delivered generally becomes eligible for a loss report 30 days after shipment. Reporting dates, evidence requirements, and compensation methods are governed by the Seel coverage confirmation email for your order.
A qualifying delivery delay may be eligible for a fixed compensation amount, subject to Seel’s review and terms. This does not mean the full order amount is automatically refunded.
If you did not purchase Seel protection, or need help with your order
Contact support@velscape.com. We will help check the number of packages and delivery records and, where appropriate, open an investigation with the carrier.
After review, we will confirm an appropriate resolution with you, such as continued delivery, a replacement shipment, or a refund, based on the circumstances and applicable responsibility. If delivery cannot be completed for a reason confirmed to be attributable to Velscape or the carrier and a refund is necessary, we will refund the full amount actually paid for the affected, undelivered item.
If the customer provided an incorrect or incomplete address or did not provide necessary cooperation for delivery, we will confirm a resolution separately based on the cause and actual costs incurred.
Seel provides an independent reporting and compensation process. The same loss cannot be compensated twice. If you are unsure which party to contact, you may contact Velscape first. For more information, see our Seel Worry-Free Delivery guide.
VII. Return Authorization, Address, and Packaging
Whenever an item needs to be sent back, first contact support@velscape.com for return authorization, the designated U.S. warehouse address, and packaging and shipping instructions.
Returns may be assigned to different warehouses depending on the item and your location. Do not send items directly to our registered business address, the address on the original package, or any other unconfirmed address.
Unauthorized returns may not be identifiable or accepted and may result in cancellation of your refund.
Protect the item according to the confirmed instructions, secure the hardware and accessories, and retain your shipping receipt and tracking number. If an opened item needs to be returned because of a quality issue, damage, or a wrong item, we will provide packaging requirements appropriate to its condition.
VIII. Return Inspection and Refund Process
After receiving the items authorized for return, we will check the items, number of boxes, accessories, and condition relevant to the return request and notify you of the refund review result.
If boxes or parts are missing, or the item’s condition does not match the information in your return request, we will explain the specific issue and contact you to confirm the next steps.
Approved refunds will be issued to the original payment method. Amounts already refunded will not be refunded again, and any Seel compensation already received for the same loss will be taken into account during review.
After Velscape issues the refund, your bank, credit card issuer, or payment provider may need an additional 7–10 business days to post the funds. The exact posting time is determined by the relevant institution.
This policy does not limit your rights under applicable consumer protection laws. Policy updates apply only to orders placed after they take effect and do not retroactively add fees or restrictions to existing orders.