Refund & Return Policy

Last updated: September 25, 2026

At Vellaviana, we want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may be eligible to return it in accordance with the conditions below.

Vellaviana is a brand operated by AA ECOM.

1. Return Period

You may request a return within 30 days of the date your order was delivered.

To be eligible for a return, you must contact us within this 30-day period and follow the return instructions provided by our customer service team.

Items returned after the applicable return period may not be accepted.

2. Return Eligibility

To be eligible for a return, the item must:

• Be unused and in its original condition.

• Be in the original packaging, where reasonably possible.

• Include all original accessories and components.

• Not be damaged as a result of improper use, installation, handling, or storage.

• Be accompanied by the original order information.

We may request photographs or other information to verify the condition of the item before providing return instructions.

Certain products may be excluded from return where applicable. Any applicable exclusion will be stated on the relevant product page or communicated before purchase.

3. How to Request a Return

Before sending an item back, please contact us at:

Email: contact@vellaviana.com

Please include:

• Your full name

• Order number

• Email address used to place the order

• Product you wish to return

• Reason for the return

• Photographs of the product, if requested

Please do not send a product back before receiving return instructions from our customer service team.

We will provide the applicable return instructions after reviewing your request.

4. Return Shipping

Unless the item is defective, damaged on arrival, or we sent you the wrong item, the customer is responsible for the cost of return shipping.

If an item is defective, damaged during delivery, or incorrect, please contact us before returning it. We will review the situation and provide appropriate instructions.

Return shipping costs are not automatically refundable unless otherwise required by applicable law or agreed to by us.

5. Damaged or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged or you receive an incorrect product, contact us at contact@vellaviana.com as soon as possible.

Please provide:

• Your order number

• A description of the problem

• Clear photographs of the product

• Photographs of the packaging, where applicable

We may request additional information to assess the issue.

If the item is confirmed to have been damaged during delivery, is defective, or was sent incorrectly, we will work with you to determine an appropriate resolution, which may include a replacement or refund where applicable.

6. Refunds

Once your returned item has been received and inspected, we will notify you whether the return has been approved.

If your return is approved, the refund will be issued to the original payment method used for the purchase.

Approved refunds are generally processed within 7 business days after the returned item has been received and approved.

The time required for the refund to appear in your account may vary depending on your bank, credit-card issuer, or payment provider.

7. Partial Refunds

A partial refund may apply if an item is returned in a condition that does not meet the return requirements described above, where permitted by applicable law.

We will communicate any applicable adjustment before processing the refund.

8. Cancellations

If you need to cancel an order, please contact us as soon as possible at:

contact@vellaviana.com

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.

Once an order has been processed or shipped, cancellation may no longer be possible. In that situation, the customer may need to follow the return procedure described in this policy.

9. Exchanges

We do not guarantee direct exchanges.

If you would like a different product, you may be asked to return the original item in accordance with this policy and place a new order.

10. Items That Cannot Be Returned

Where applicable, items that are clearly identified as non-returnable on their product page are not eligible for return except where required by applicable law.

Any applicable return restriction will be disclosed before purchase.

11. Refunds for Non-Delivery or Other Order Issues

If you believe your order has not been delivered, is significantly different from what was ordered, or has another material issue, please contact us at contact@vellaviana.com with your order number.

We will review the available order and shipping information and work with you toward an appropriate resolution.

12. Questions About Returns

If you have any questions about this policy or need assistance with a return, please contact us:

Vellaviana
Operated by AA ECOM

262 Chapman Rd, Suite 240
Newark, DE 19702
United States

Email: contact@vellaviana.com
Phone: +1 209-680-4207

Customer Support Hours:
Monday–Friday
9:00 AM–5:00 PM ET

We aim to respond to customer inquiries within 2 business days.