Return and Refund Policy

Last updated: July 24, 2026

Velora Peace creates personalized artwork from the photos and details supplied by each customer. Because every item is made specifically for one pet, customized products cannot normally be returned or exchanged because of a change of mind.

Cancellations

You may request a cancellation within 12 hours of placing your order by emailing support@shopvelorapeace.com. After 12 hours, materials may have been prepared and work may have begun, so cancellation is no longer guaranteed.

Photo and Customization Responsibility

Customers are responsible for uploading clear, accurate reference photos and entering names, colors, sizes, and other customization details correctly. Results are based on the materials submitted. Issues caused by unclear photos, inaccurate information, or an approved design are not considered defects.

Handmade Variation

Needle-felted portraits are handmade works of art. Small differences in color, texture, proportions, positioning, and frame appearance are natural and make each piece unique. A finished handmade portrait will not be an exact photographic reproduction.

Design Approval and Revisions

Where an approval image is offered, one minor revision is included. Requests that change the original photos, portrait style, size, pose, or other core order details may require an additional charge or may not be possible after production has begun. If no response is received within 48 hours, we may proceed using the current design.

Damaged, Incorrect or Defective Orders

Please inspect your order when it arrives. If it is damaged in transit, materially defective, or different from the customization details confirmed with us, contact us within 7 days of delivery.

Your email must include:

• Your order number
• A clear description of the issue
• Photos of the complete item, the affected area, the packaging, and the shipping label

After reviewing the evidence, we may offer a repair, replacement, remake, partial refund, or full refund, depending on the issue. Do not return an item without written instructions from us.

Lost Packages

If tracking has not updated for an unusually long period or the package appears lost, contact us so we can open an investigation with the carrier. A replacement or refund will be considered after the carrier investigation is completed.

Refund Processing

Approved refunds are issued to the original payment method. Banks and payment providers may require additional time to post the refund to your account.

Your Statutory Rights

Nothing in this policy limits rights that cannot legally be excluded. For customers in the United Kingdom, personalized goods are generally excluded from the statutory change-of-mind cancellation right, but legal rights concerning faulty, damaged, or misdescribed goods still apply.

Contact

Email primecherrysos@gmail.com before returning or disposing of any item.