Refund policy

Return & Refund Policy

We designed VELÁ to be your most-reached-for bag. If it's not — no hard feelings. Here's how returns work.

The 30-day comfy guarantee

Use your VELÁ for 30 days. Take it to the grocery store, the park, the beach. Sit on it. Wash it. Really try it out. If it's not your favourite bag by day 30, send it back for a full refund.

  • Return window: 30 days from the delivery date.
  • Condition: We accept returns whether the bag is brand-new or gently used within the trial window. We only ask that it's clean and free of major damage (rips, permanent staining, pet hair, smoke odour).
  • Original packaging: Not required. Keep the dust bag if you want to reuse it.

What's refunded

  • Product price: 100% refunded to your original payment method.
  • Original shipping: Refunded if the return is due to our error (wrong item, defect, damage in transit). Otherwise not refunded.
  • Return shipping: Covered by us for defects and wrong items. For preference-based returns (changed your mind, doesn't suit you), return shipping is deducted from your refund at a flat rate of $7.95 per bag.

How to start a return

  1. Email us at hello@getvela.us with your order number and a quick note about why it's coming back.
  2. We'll email you a prepaid return label within 1–2 business days.
  3. Drop the package at any USPS location.
  4. Once we receive and inspect the bag (usually 3–5 business days), your refund goes back to your original payment method. Bank posting can take another 5–10 business days depending on your card issuer.

Exchanges

Prefer a different colour? Just start a return and place a new order — that's faster than a formal exchange and lets you use any active discount codes.

Bundles

If you return one bag from a 2-pack or 3-pack, the remaining bags are re-priced at the single-bag rate ($59) and the difference is deducted from your refund. Returning the full bundle refunds the full bundle price.

Damaged or defective items

If your VELÁ arrives damaged or has a manufacturing defect, email us within 7 days of delivery with photos and we'll ship a replacement — no questions, no return needed.

Covered by VIP order care? Package protection covers lost, stolen, and damage-in-transit claims for the full replacement cost.

What's not returnable

  • Bags that have been washed with non-standard detergents (bleach, fabric dye) or damaged beyond normal use.
  • Gift cards.
  • Items marked "Final sale" on the product page.

Questions?

hello@getvela.us — we usually reply within one business day.