Refund policy
Effective date: September 16, 2026
At Vaelo Home, we want you to be completely satisfied with every purchase. If your order isn't quite right, we’re here to help make the return and refund process simple and hassle-free.
Order Cancellations
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24-Hour Window: Cancellation requests must be submitted within 24 hours of purchase by emailing info@vaelohome.com with your order number.
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Post-Fulfillment: Because we process orders quickly, cancellations cannot be guaranteed after the initial 24 hours. Once a package enters fulfillment or is dispatched, it cannot be canceled.
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Delivered Orders: If your item has already shipped, you may request a standard return upon delivery in accordance with the criteria below.
30-Day Return Window We accept eligible return requests within 30 days of the confirmed delivery date.
To qualify for a valid return:
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The product must be unused, unwashed, and in its original condition.
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The item must remain in its original factory packaging.
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All original tags, manuals, components, and included accessories must be returned complete.
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You must contact customer support prior to sending any package back.
Restocking Fee: We charge $0 in restocking fees on all eligible returns.
Return Shipping Guidelines
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Damaged, Defective, or Incorrect Items: If your order arrives damaged, defective, or incorrect, Vaelo Home will cover 100% of the return shipping costs. Contact info@vaelohome.com immediately with photo proof so we can send a free replacement or initiate a full refund.
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Change-of-Mind Returns: For returns due to preference, incorrect size selection, or changing your mind, the customer is responsible for paying the direct cost of return shipping. Original shipping fees (if any) are non-refundable.
How to Initiate a Return
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Submit a Request: Email info@vaelohome.com with your order number and the reason for your return.
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Package Your Item: Securely pack the item in its original box, ensuring all accessories and documentation are included.
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Follow Authorized Instructions: Our support team will respond with the dedicated return address and step-by-step instructions. Please do not ship items back without prior authorization.
Refund Processing Once your return is delivered to our inspection facility, we will examine the item to verify compliance with this policy. Upon approval:
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Refunds are issued directly back to your original payment method.
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Please allow up to 7 business days for our team to process the credit.
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Additional processing time may occur depending on your bank or credit card issuer.
For additional payment guidelines, view our Billing Terms and Conditions.
Exchanges If you would like to swap an item for a different color, size, or model, please email info@vaelohome.com with your order details and requested exchange. Our team will verify inventory availability and walk you through the process.
Lost or Undelivered Packages If your shipment exceeds the estimated transit timelines listed in our Shipping Policy, contact us right away at info@vaelohome.com. If the carrier confirms the package is lost in transit, Vaelo Home will issue a full refund or send a replacement free of charge.
Non-Returnable Items Products excluded from returns due to safety or hygiene reasons will be explicitly labeled as "Non-Returnable" on their specific product description page prior to purchase.
Policy Updates Vaelo Home reserves the right to update this policy at any time. Any changes will be published directly to this page with an updated Effective Date.
Have Questions? For answers to common inquiries regarding orders, transit times, and returns, visit our FAQ page.
Contact Information
Store Name: Vaelo Home
Address: 72 Dartmouth St, Springfield, MA 01109
Email: info@vaelohome.com
Phone: +1 (413) 600-1641
Customer Service Hours:
Monday–Friday, 9:00 AM–5:00 PM (EST)
Response Time:
We aim to reply within 1–2 business days.