Sending something back
Returns without the small print
The window is 7 days, and this page says exactly what fits inside it and what does not.
Time to decide
Starting the day it arrives, to raise the request with us.
Repayment
From the day the return clears our check.
Damage report
To report damage, supported by the video and a carton photo.
Asking for a return
Returns start with an email to experience@vellarostudio.shop. We come back within 1–3 business days with the authorisation and the address.
Wait for the authorisation. It costs you a day and it is what makes the refund straightforward.
What we can take back
Unused and in its original packaging, with every piece, insert and the invoice. Anything we cannot pass to the next customer as new is not a return we can accept.
What has to stay with you
- anything used beyond a brief check that it works
- returns that arrive short of a component or an insert
- oversized items without the carton they came in
- anything sold as clearance or final sale, which the listing states
- gift vouchers and gift cards
When something is wrong on arrival
An unedited unboxing video is what we need for any damage claim. Filming it costs you a minute and saves a fortnight.
Tell us inside 48 hours, sending the video and a picture of the outer box. A replacement or a full refund follows, and we pay the return shipping.
It is not a service contract or a warranty. It is what we do when a parcel arrives in a state it should not have.
The refund itself
Refunds are processed within 12 business days of the return clearing inspection, back to the original source. UPI payments reverse to the same handle; COD orders are refunded by transfer to details you confirm in writing.
Cancelling before anything ships is a different and simpler route: see the Cancellation Policy.