Return, refund & cancellation policy
We keep return and cancellation policies straightforward so your office project moves forward without surprises. Review our eligibility rules, freight restocking terms, and claim steps below.
30-day return window
From delivery date
Eligible on standard catalog desks, chairs, and storage units.
Original packaging
Unassembled condition
All hardware packs, protective foam, and crates must be intact.
15% restocking fee
On palletized freight
Covers warehouse inspection and carrier pallet return handling.
5 to 7 business days
Inspection & refund
Credited directly to the original payment method upon intake.
Return & refund policy
All returns require an official Return Merchandise Authorization (RMA) number issued prior to transit.
1. Return eligibility criteria
We accept returns within 30 calendar days of confirmed delivery for standard desks, ergonomic chairs, modular filing cabinets, and conference tables. To qualify, merchandise must be in original condition, completely unassembled, free of surface scratches or mounting marks, and packed securely in its original manufacturer carton with all interior foam bracing, manual inserts, and hardware packets included.
Key requirements
- Item has not been assembled, bolted, or modified in any form
- All factory tags, labels, and protective wrapping are fully intact
- Return merchandise authorization (RMA) number clearly affixed to exterior pallet label
- Excludes clearance items, floor models, and custom-ordered modular desk configurations
2. Packaging and condition standards
Office furniture involves precision finishes and structural hardware. When preparing your return, please repackage the item following the original factory packing sequence. If the original cardboard carton or wooden shipping skid was discarded, please contact our support team before dispatching to verify acceptable substitute freight packaging.
Key requirements
- Hardware bags must remain sealed and taped inside the main carton
- Worksurfaces must be separated by protective foam sheeting to prevent contact abrasions
- Crated freight items must be strapped securely to standard heat-treated skids
3. Refund processing and payment methods
Once your returned shipment is received at our distribution warehouse, our receiving inspectors verify item condition, completeness, and hardware integrity within 3 to 5 business days. Once approved, your refund is initiated immediately to your original payment method. Most commercial banks and credit card institutions post the credit within 5 to 7 business days.
Key requirements
- Refunds are credited directly to the primary card, ACH transfer, or payment account used at checkout
- A confirmation receipt with transaction reference is sent via email upon approval
- Original expedited shipping or white-glove setup charges are non-refundable
4. Freight and restocking fees for large furniture
Due to the specialized freight logistics required for commercial office furniture, standard returns that are not the result of our error are subject to a 15% restocking fee. Return freight shipping costs are the responsibility of the customer and will be deducted from your total refund amount if you utilize our prepaid freight bill of lading.
Key requirements
- 15% restocking fee applies to all palletized and LTL freight items
- Standard ground parcel items (accessories and small task chairs) incur return postage only
- Customer may arrange independent insured freight carriers with prior written notice
5. Damaged or defective items upon delivery
While our shipping partners exercise the utmost care, transit damage can occasionally occur. Please inspect all cartons and skids thoroughly at the time of delivery before signing the freight receipt (Bill of Lading). If severe damage is visible, note the damage on the carrier paperwork or refuse the damaged portion of the delivery.
Key requirements
- Report hidden or transit damage within 48 hours of delivery to our customer service team
- Provide clear digital photographs of the outer carton, shipping label, and the affected furniture component
- Replacement parts or complete replacement units are dispatched via priority freight at zero extra charge
Order cancellation policy
Prompt notification ensures changes occur before freight allocation.
1. Standard cancellation window
Orders for standard catalog items can be cancelled with a 100% full refund if the request is submitted prior to the shipment being staged or dispatched from our fulfillment facility (typically within 24 hours of order confirmation).
2. How to submit a cancellation
To request an order cancellation, email VeloraTechnicalGroup@proton.me with your 6-digit order number and "Order Cancellation Request" in the subject line. You may also call +1 (260) 786-6183 during normal business hours.
3. Custom & made-to-order furniture
Custom laminate tops, custom fabric upholstery, or special-order conference tables enter fabrication 48 hours after order placement. Once production has begun, custom pieces cannot be cancelled or refunded.
4. Items already in transit
If a cancellation request arrives after a bill of lading has been issued and the shipment has departed the warehouse, the order cannot be halted. It will be handled under our standard Return Policy and subject to the 15% freight restocking charge.
RMA authorization support
All returns require an assigned RMA number to ensure rapid warehouse check-in. Our client care team is available Monday through Friday.
Important: Velora Technical Group LLC inspects every return. Items assembled or missing hardware cannot be refunded and may be sent back at the sender's expense.