How returns work

30-day return window

Eligible purchases may be requested for return within 30 calendar days after confirmed delivery. Contact us before that period ends so we can review the request and provide instructions.

Any mandatory consumer rights under applicable law remain available.

How to start a return

Email service@veloraoak.com before shipping the item back. Include your order number, the organizer you wish to return, your reason for returning it and, where relevant, photographs or videos of the product and packaging.

We will review eligibility and advise on packaging, return authorization and the correct return location.

Eligibility for preference-based returns

• The desk organizer is unused and in original condition.
• The product is complete, with any included trays, dividers, drawers, accessories and inserts.
• Protective original packaging is included when reasonably possible.
• The item has not been damaged by misuse, staining, modification or inappropriate cleaning after receipt.
• Your order number or other proof of purchase is provided.

Opening the outer parcel for inspection does not automatically make an otherwise eligible unused item non-returnable.

Product appearance and normal variations

Our selection includes sculptural pen holders, divided desktop caddies, wood-look surfaces, bamboo accents, acrylic organizers, ceramic vessels and selected glass styles. Reasonable variations may occur in color shade, surface appearance, minor finish details and measurements within normal production tolerance.

These are not always defects. However, a preference for another appearance does not prevent an otherwise eligible return request within 30 days. A product materially different from its description will be assessed as a product issue.

Where to send a return

The registered business address shown in this policy is not automatically the return warehouse. Please do not mail a return to that address without our express instructions.

After approval, customer support will supply the designated return facility address and applicable shipping instructions. Returns sent to an unapproved destination can be delayed or may require additional tracing.

Return shipping responsibility

For an eligible preference-based return, including a change of mind or a different preferred color or design, the customer is responsible for the return shipping expense.

For a confirmed damaged, defective, incorrect or incomplete order caused by our error, we provide a suitable solution without passing additional costs caused by that error to the customer.

No restocking fee on approved returns

We do not charge a restocking fee for approved eligible returns. Any customer-paid return postage for a preference-based return remains separate from the product refund.

Damaged, defective, incorrect or missing items

Inspect your order after delivery. Please report breakage, cracks, missing compartments, wrong items or other genuine defects within 7 calendar days where possible, with photographs and the order number.

We will review the evidence and provide an appropriate replacement, reshipment, refund, or other practical resolution for confirmed issues attributable to us. The 7-day reporting request does not remove rights that cannot legally be restricted.

Items not eligible for a preference-based return

A preference-based return may be declined when a product has been used, materially altered or damaged after receipt, or is missing essential included parts, unless applicable law requires a different outcome.

Any product-specific restriction, such as a clearly identified personalized or final-sale item, will be communicated before purchase where legally permitted. Statutory rights regarding defective or misdescribed products continue to apply.

Inspections and approval

Once an authorized return arrives at the designated facility, we inspect it against the order and return conditions. Customer care will notify you of the result and any approved refund or exchange remedy.

For returned fragile organizers, please protect glass, ceramic and other breakable components during shipment.

Refund processing and method

Following return receipt, inspection and approval, an eligible refund is initiated to the original payment method within 5–10 business days. Your bank or payment provider may need additional time to post the funds.

If an order is canceled or another refund is due without a physical return, the applicable refund determination will be communicated to you. If a refund is late, contact us with your order number.

Exchanges and replacements

Availability of a replacement or exchange depends on current stock and the specific design selected. When a direct exchange is unavailable, we can offer an appropriate replacement or a return-and-reorder process according to the circumstances.

For confirmed seller errors, we will not require the customer to bear additional costs caused by that error.

Order changes and cancellation

Please request cancellations or shipping-address corrections as soon as possible after placing the order. We will make reasonable efforts to help before order fulfillment begins.

A cancellation cannot be guaranteed after processing, packing, shipping-label preparation or dispatch has started. We will explain the available next steps if the parcel can no longer be stopped.

Your consumer rights

This policy provides our standard return and refund procedures. Nothing in it excludes any rights or remedies that applicable consumer-protection law does not permit us to exclude.