Policies
At Velorae, we aim to provide a smooth, transparent, and reliable shopping experience for every customer. Our company policies are designed to help you understand how we handle orders, deliveries, returns, product information, customer support, and general service standards.
Policy centre
Review the key sections, jump to the detail you need, and use the support links if anything needs clarification.
We make every effort to ensure that all product details, images, prices, dimensions, finishes, and specifications shown on our website are accurate and up to date. However, slight variations may occur due to screen settings, product updates, manufacturing changes, or supplier information.
Customers are encouraged to carefully check product dimensions, finishes, compatibility, and installation requirements before placing an order. If you are unsure whether a product is suitable for your space or installation, we recommend speaking with a qualified installer before purchasing.
Quick guide
Orders and Payments
All orders placed through our website are subject to availability and order confirmation. Once an order has been placed, customers will receive an order confirmation by email.
We reserve the right to cancel or refuse any order if there is an issue with product availability, pricing errors, payment problems, incorrect customer details, or suspected misuse of the website.
All payments must be completed securely through the available payment methods at checkout.
Delivery Policy
We aim to dispatch orders as quickly as possible. Delivery times may vary depending on product availability, courier service, location, and order size.
Once an order has been dispatched, tracking details may be shared with the customer where available. Customers are responsible for providing accurate delivery information at checkout.
If there are any delivery delays, we will do our best to keep customers informed.
FAQs
Please check the product size, finish, specification, BTU output, and installation details before placing your order. If you are unsure, we recommend speaking with a qualified installer.
You can contact us as soon as possible after placing your order. If the order has not been processed or dispatched, we will try to help. Once dispatched, cancellation may not be possible.
Support
Our team can help with delivery, returns, refunds, product warranty questions, and order tracking.