Refund policy
Last Updated: October 1, 2026
At Veluxey, we want you to love every purchase. If something isn't right, our return process is simple and stress free.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing info@veluxey.com. Please include your order number. After 24 hours we can't guarantee a cancellation, because your order may already be in processing. Once an order has shipped it can no longer be cancelled, but you can return it after delivery under this policy.
30 Day Easy Returns
You have 30 days from the day your order arrives to return it. To qualify for a return, items must be:
- Unused
- In their original condition
- Returned with all original packaging, tags and accessories
Our support team will guide you through each step.
Restocking Fee: $0. We never charge restocking fees.
Return Policy Overview
- Return Window: 30 days from the day you receive your order
- Condition: Unused and in original condition, with all packaging, tags and accessories
- Easy Returns: Our support team walks you through the process
- Restocking Fee: None
Return Costs
- Defective or Incorrect Products: There is no cost to you if your item is incorrect, damaged by the carrier, or defective in any way.
- Change of Mind: If you ordered the wrong item, the item doesn't fit, or you no longer want it, you cover the actual cost of return shipping.
- Original shipping costs are non refundable.
How to Return an Item
- Contact Us: Email info@veluxey.com with your order number and the reason for your return.
- Pack Your Item: Repack the item securely in its original packaging, with all accessories, tags and documents.
- Send It Back: Ship your return using the instructions in your return authorization email, including the carrier or shipping method it recommends.
Refund Process
- Inspection: When your return arrives, we inspect it to make sure it meets our return requirements.
- Refund Timing: Once approved, your refund is processed. Please allow up to 7 business days for it to be issued to your original payment method, depending on your bank or payment provider.
Exchanges
We're happy to exchange items. If you'd like a different size, colour or product, email us at info@veluxey.com and we'll arrange a quick exchange.
Order Not Delivered
If your order hasn't arrived within the expected delivery window, email us at info@veluxey.com with your order number and we'll look into it with the carrier. If the package is confirmed lost, we'll refund you in full to your original payment method or send a replacement at no extra cost.
Non Returnable Items
For hygiene and safety reasons, some items can't be returned. These are clearly marked as non returnable on their product pages.
Changes to This Policy
We may update this Return and Refund Policy from time to time. Any changes will be posted on this page with a new Last Updated date, so we encourage you to check back periodically. Continuing to use our website after changes are posted means you accept the updated policy.
Questions?
Visit our FAQ page or contact our customer service team for help.
Contact Information
Store Address: 25 Guinevere Road, Markham, Ontario L3S 4S9, Canada
Store Email: info@veluxey.com
Store Phone: +12892763678
Customer Service Hours: Monday to Friday: 9:00 AM to 5:00 PM (Eastern Time)
We do our best to reply to your email within 1 to 2 business days.