Return and refund policy

Last updated: December 19, 2025

This Return & Refund Policy applies to all products purchased through velantara.shop. We are committed to ensuring your satisfaction with our unique non-numeric wall clocks.

1. Return Window We accept returns within 30 days of the delivery date. If 30 days have passed since your order was delivered, unfortunately, we cannot offer you a refund or exchange.

2. Eligibility for Returns To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unworn, unused, and in its original packaging.
  • Fragile Item Note: Wall clocks are fragile. You must include all original protective foam and padding. Returns that arrive damaged due to poor packaging by the customer will not be accepted.
  • You must provide a receipt or proof of purchase.

Non-returnable items:

  • Gift cards.
  • Customized or personalized clocks.

Items sent back to us without first requesting a return will not be accepted.

3. Return Process To start a return, you can contact us at support@velantara.shop or call us at +1 231-392-9862.

  • Step 1: Contact our support team with your order number and reason for return.
    • Damaged on Arrival? If your clock arrived with broken glass or a bent hand, please email us photos immediately. We may send a replacement without requiring you to ship the broken one back.
  • Step 2: If your return is accepted, we will send you the return address and instructions.
  • Step 3: Pack the items securely. Please mark the box as "Fragile".

4. Return Shipping Fee

  • Defective/Damaged Products: If the product is incorrect, damaged by the carrier, or has a mechanism defect, we will cover the return shipping cost (or resolve the issue without a return).
  • Customer Remorse: If you purchased the wrong style, it doesn't match your wall, or you no longer want the item, the customer is responsible for the actual cost of return shipping.
    • Important Note for New Zealand Customers: You are returning the item to our facility in the USA (California). International shipping costs can be significant. Please verify shipping rates with your local courier (e.g., NZ Post) before initiating a return for "change of mind."
  • Restocking Fee: We do not charge a restocking fee on returns.

5. Return Address Please do not send your purchase back to the manufacturer. Returns should be sent to our US warehouse at:

2167 PECK RD EL MONTE, CA 91733 United States

6. Refunds We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • Currency Note: Refunds are processed in US Dollars (USD). If your bank account is in New Zealand Dollars (NZD), the final refunded amount may vary slightly due to your bank's currency exchange rates at the time of the refund.

7. Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

8. Contact Us If you have any questions about our Returns and Refunds Policy, please contact us:

  • Email: support@velantara.shop
  • Phone: +1 231-392-9862
  • Address: 2167 PECK RD, EL MONTE, CA 91733, USA