Refund policy

Return & Refund Policy

At Vela Cleaner, we are committed to offering quality products and providing clear information before every purchase.

Due to the nature of our cleaning products and the direct contact they may have with pet hair, fabrics, household surfaces, and debris, we do not accept returns for change of mind, incorrect use, personal preference, or once the product has been used, opened, or handled, for hygiene and safety reasons.

For this reason, we recommend carefully reviewing the product description, images, features, and conditions before completing your purchase.

We do not offer refunds for:

  • Change of mind after placing an order.
  • Products that have been used or tested.
  • Products that do not meet a customer’s personal preference.
  • Incorrect shipping information provided by the customer.
  • Orders refused or not collected by the customer.
  • Carrier-related delays once the order has already been shipped.

However, we want you to shop with confidence.

If you receive a defective, damaged, incomplete, or incorrect product, please contact us within 7 days of delivery.

To review your case, we may request:

  • Your order number.
  • Clear photos of the product.
  • Photos of the packaging.
  • A short video showing the issue, when necessary.

Once the issue has been reviewed, we may offer, depending on the circumstances:

  • A product replacement.
  • Reshipment of the affected item or parts.
  • A partial refund.
  • A full refund where required by applicable law.

Approved refunds will be issued to the original payment method and may take several business days to appear, depending on your bank or payment provider.

Order Cancellations:
Orders begin processing quickly. If you wish to cancel your order, please contact us as soon as possible. We cannot guarantee cancellation once processing has begun or once the order has been shipped.

This policy does not limit any rights you may have under applicable consumer protection laws.

For any issue with your order, please contact our customer support team and we will be happy to review your case.