Refund & Return Policy

Last Updated: September 22, 2026

At Sleep Velroxa, we want you to be satisfied with your purchase. If you need to return an eligible item, please review the policy below for information about return eligibility, shipping costs, refunds, and the return process.

Return Policy at a Glance

• Return window: 30 days from the delivery date

• Eligible condition: Items must be unused, in their original condition, and in the original packaging

• Return shipping for customer-requested returns: Paid by the customer

• Return shipping for defective, damaged, incorrect, or incomplete orders: Pre-paid return shipping label provided by Sleep Velroxa

• Restocking fee: None

• Refund method: Original payment method

• Refund processing: Within 5 business days after the returned item has been inspected and the refund is approved

• Coverage: United States

• Return request: Email Support@sleep.velroxa.com

1. General Return Policy

Sleep Velroxa accepts returns for eligible items that meet the requirements described in this policy.

To be eligible for a return, the item must:

• Be unused and in its original condition

• Be returned in the original packaging

• Include all applicable accessories, parts, manuals, and free gifts, if provided with the original order

• Not be damaged due to customer misuse, negligence, or improper handling

• Not have been modified, disassembled, or repaired by a third party

All return requests must be submitted within 30 days from the delivery date.

Items that do not meet these requirements may be refused or may qualify for a partial refund depending on their condition and the circumstances of the return.

2. Return Window

You may request a return within 30 days from the date your order is delivered.

Return requests submitted after the 30-day return period may not be accepted, except where otherwise required by applicable law.

The return period begins on the delivery date shown by the applicable shipping carrier.

3. Eligible Return Reasons

Eligible returns may include the following circumstances, provided that the item meets the return requirements described above.

3.1 Change of Mind / No Longer Needed

You may request a return if:

• You no longer want the product

• You no longer need the product

• The product does not meet your personal expectations

• The product was ordered by mistake

For customer-requested returns, the customer is responsible for the return shipping cost.

3.2 Defective or Malfunctioning Items

You may request a return if:

• The product does not function properly under normal and intended use

• The product has a manufacturing defect

• The issue is not caused by customer misuse, negligence, or improper handling

For approved defective-item returns, Sleep Velroxa will provide a pre-paid return shipping label via email.

3.3 Wrong or Missing Items

You may request a return or resolution if:

• The wrong product or version was delivered

• An item listed in your order is missing

• Required accessories or components are missing from the package

For approved returns caused by an incorrect or incomplete order, Sleep Velroxa will provide a pre-paid return shipping label via email.

3.4 Damaged During Shipping

If your order arrives damaged, please contact us as soon as possible after delivery.

Please provide:

• Photos of the outer shipping package

• A photo of the shipping label

• Clear photos of the damaged product

• A description of the damage

For approved shipping-damage claims, Sleep Velroxa will provide a pre-paid return shipping label via email where a return is required.

4. Return Conditions and Abuse Prevention

To protect customers and maintain a fair return process, a return may be refused if:

• The product shows signs of use that are inconsistent with its original condition

• The product has been damaged through customer misuse, negligence, or improper handling

• Accessories, manuals, original packaging, or included components are missing

• The product has been modified, disassembled, or repaired by a third party

• The return request is submitted after the applicable 30-day return period

• The condition of the returned item is materially different from the condition described in the return request

• The reported defect or issue cannot be verified during inspection

• There are reasonable concerns regarding fraudulent, abusive, or misleading return activity

Sleep Velroxa may take additional steps to verify a return request where necessary.

We reserve the right to refuse service or limit future orders where there is reasonable evidence of fraudulent or abusive activity, subject to applicable law.

5. Return Shipping Costs

Customer-Requested Returns

For returns due to:

• Change of mind

• No longer needed

• Ordered by mistake

• Personal preference

the customer is responsible for the return shipping cost.

Original shipping fees, if any, are non-refundable unless otherwise required by applicable law or the return is due to an error attributable to Sleep Velroxa.

Defective, Damaged, Incorrect, or Incomplete Orders

For approved returns caused by:

• Defective products

• Products damaged during shipping

• Wrong items

• Missing parts or accessories

Sleep Velroxa will provide a pre-paid return shipping label via email.

Customers should use the pre-paid label provided by Sleep Velroxa rather than paying for return shipping themselves.

6. Restocking Fee

We do not charge any restocking fees for returned items.

7. Refunds and Resolution

Once a returned item has been received and inspected, Sleep Velroxa will determine the appropriate resolution based on the reason for the return and the condition of the item.

Depending on the circumstances, an approved return may result in:

• A full refund

• A partial refund

• A replacement or other appropriate resolution

Full Refund

A full refund may be issued when the returned item meets the requirements of this policy and is approved for a full refund.

Partial Refund

A partial refund may be issued where permitted by applicable law if the returned item has missing components, damaged packaging, or other conditions that materially affect its resale condition.

Any applicable partial refund will be communicated to the customer before processing.

Replacement

For defective, damaged, incorrect, or incomplete orders, Sleep Velroxa may offer a replacement where appropriate and available.

If a replacement is not available or appropriate, a refund may be issued instead.

8. Required Information for Returns

To request a return, please provide:

• Order number

• Customer name

• Email address or phone number used for the purchase

• Reason for the return

• Photos or videos when applicable

Photos and Videos

Additional evidence may be requested depending on the return reason.

For defective items:

• A clear video showing the issue, where applicable

For shipping damage:

• Photos of the outer shipping box

• Photo of the shipping label

• Photos of the damaged product

For wrong or missing items:

• Photos of all items received

• Photos of the packaging and shipping label, where applicable

An unboxing video is strongly recommended because it may help us verify shipping-related issues more quickly. However, an unboxing video is not required unless otherwise permitted or required by applicable law.

9. Return Process

Step 1: Submit a Return Request

Email Support@sleep.velroxa.com with the subject:

Return Request – [Order Number]

Please include:

• Order number

• Return reason

• Required photos or videos, if applicable

• Any other information relevant to your request

Step 2: Return Request Review

We will review your request and generally respond within 24–48 business hours.

If your return is approved, we will provide the applicable return instructions.

For defective, damaged, incorrect, or incomplete orders requiring a return, we will provide a pre-paid return shipping label via email.

Step 3: Ship the Item

For customer-requested returns, please ship the item to the return address below.

Return Address:10226 Curry Ford Rd, Suite 107 Orlando, FL 32825, United States

Please package the item securely to prevent damage during return shipping.

Step 4: Inspection

Once the returned item is received, it will generally be inspected within 2–5 business days.

The inspection period begins after the returned package has been received by Sleep Velroxa.

10. Refund Processing Time

If your refund is approved:

• Within 5 business days after the returned item has been inspected and the refund is approved

• The refund will be issued to the original payment method

• Your bank, credit card issuer, or payment provider may require additional time to make the funds available

Shipping time for the returned item and processing time required by banks or payment providers are not included in the 5-business-day refund processing period.

11. Rejected or Ineligible Returns

A return may be rejected or a refund may be adjusted if the returned item:

• Shows signs of use that are inconsistent with the return requirements

• Is missing accessories, components, manuals, or original packaging

• Has been damaged through customer misuse or improper handling

• Has been damaged during return shipping due to inadequate packaging

• Does not match the original order

• Has been modified, disassembled, or repaired by a third party

• Does not have the reported defect or issue verified during inspection

• Is associated with fraudulent or abusive return activity

• Was submitted outside the applicable return period

Depending on the circumstances and applicable law, Sleep Velroxa may:

• Approve a full refund

• Issue a partial refund

• Reject the refund

• Offer a replacement

• Return the item to the customer, with return shipping costs potentially applying

If a return is rejected, we may contact you with additional information regarding the reason for the decision.

12. Return Shipping Costs

For returns due to customer preference, change of mind, or ordering errors, the customer is responsible for the return shipping costs.

For defective, damaged, incorrect, or incomplete orders, Sleep Velroxa will provide a pre-paid return shipping label where a return is required.

Return processing and refund times may vary depending on the condition of the returned item, the return inspection process, and the payment provider.

All returns are subject to the terms and conditions outlined in this Refund & Return Policy and applicable consumer protection laws in the United States.

13. Contact Information

If you need assistance with a return or refund, please contact us:

Address: 10226 Curry Ford Rd, Suite 107 Orlando, FL 32825, United States

Phone: +1 786 738 9393

Customer Support Email: Support@sleep.velroxa.com

Website: https://sleep.velroxa.com/

Customer Service Hours: Monday – Friday: 9:00 AM – 5:00 PM Eastern Time (ET)

Response Time: 24–48 business hours

Please include your order number in all return-related communications so that we can process your request efficiently.