Returns and refunds
You have 7 days from delivery to raise a return with Velaris Terrace. With an appliance the useful rule is: run it once on the day it arrives. Ten minutes tells you everything a week of waiting will not.
The window
Requests must reach us within 7 days of the delivery record on the courier docket.
What we can accept back
- Unused, or used only for the short test described above, with the tank emptied and dried.
- Complete — filter, adaptor, drain hose, remote and manual, in the original retail carton.
- The invoice from the parcel, or a photograph of it.
Return it in the retail carton inside an outer box. An appliance posted in a single-wall box arrives damaged, and we cannot refund damage the return packing caused.
What we cannot take back
Units in regular use, with limescale, mineral dust or mould inside the tank; units opened, modified or serviced by anyone else; missing filters or accessories; clearance stock and gift cards. None of this affects your rights if the goods were faulty or wrongly supplied.
Dead, leaking, damaged or wrong on arrival
Record an unboxing video, then fill and run. If the tank leaks, the display stays dark, the fan will not spin, the housing is cracked, a part is missing or the wrong model arrived, email us that clip within 48 hours of delivery. On that evidence we replace or refund immediately and collect at our cost.
Coverage and how a room behaves
Stated coverage — up to 1000 sq ft, for instance — is the maker’s figure for a closed room at a stated temperature and humidity. An open-plan floor, a room with the door open, a monsoon week or a cool basement will all give a different result. A unit that does not hit a number in conditions the maker did not test is not faulty, and this is the return request we most often cannot accept. Tell us your room size and conditions before you buy and we will say honestly whether the unit suits it.
White dust and mineral deposits
Cool-mist ultrasonic humidifiers throw a fine white dust when run on hard water — that is dissolved mineral, not a defect. Use filtered or distilled water and descale as the manual says. Scale damage from months of hard water is not a manufacturing fault.
No medical claims
We make no claim that any unit treats, prevents or relieves asthma, allergy, sinus or any other condition, and a return cannot be raised on the basis that it did not help a symptom. These are humidity appliances.
How refunds are paid
Once the unit is back and checked, approved refunds are processed within 10 business days — the unit has to be received, powered up and inspected before we can approve it. UPI payments return to the same handle; Cash on Delivery orders are refunded by direct bank transfer once you share the account details.
Who pays the return postage
We do where the fault is ours — dead, leaking, damaged, incorrect or short. On a change of mind you arrange the return to the address we give you and we refund the price of the goods once the unit arrives back complete and dry.
Exchanges
A larger tank or a 2-in-1 instead of a single-function unit can be swapped while it is unused. Say so in the first email and we settle any difference either way.
Starting a return
Email [email protected] with the order number and one line on the problem, plus the video for a fault claim. A person replies, usually within one working day, with the collection arrangement. Please wait for that reply before sending anything back.