Thank you for choosing VÉLORA for your custom photo frames, gifts, and artwork prints. We value your satisfaction and want to ensure a smooth, transparent experience when you shop with us at velora.pixelprism.us. Because our products are custom-made specifically for you, our cancellation and refund processes are structured as follows:
Order Cancellations & Refunds
We understand that sometimes you might change your mind. Our cancellation policy is based on the production status of your order:
- Before Production (100% Refund): Once you place an order, you have a 1-hour window to cancel it for a valid reason before it goes into production. If canceled within this 1-hour timeframe, we will issue a full 100% refund.
- In Production (50% Refund): Once your order status changes to "In Production," we start utilizing materials to print your custom artwork. However, we still offer a 20-minute window from the time it enters production for you to cancel. If you cancel within this 20-minute window, a 50% refund will be issued, as printing materials and effort have already been initiated.
- Past the Cancellation Windows: Orders cannot be canceled or refunded once the above timeframes have passed, as the custom item will be fully processed.
Free Image Edits / Replacements
If your item is already in production but you realize you need to swap the image or make a design edit, please contact us immediately. We will change the image and reprint it for you at no extra cost. We absorb this cost to ensure you get exactly what you want.
Returns & Exchanges
Because VÉLORA products are highly personalized and custom-printed with your uploaded images, we do not accept returns or exchanges unless the item arrives damaged or defective.
Please note: We do not offer refunds or reprints if the final product appears blurry due to a low-resolution image uploaded by the customer.
Damaged or Defective Items
If your item arrives damaged, defective, or if we made an error in the printing process, please contact us immediately with photo evidence. We will arrange for a prompt replacement or issue a full refund at our discretion.
Processing Time
Approved refunds will be initiated to your original method of payment. Please note that it may take a few business days for the refund to appear in your account, depending on your payment provider.