Return & Refund Policy

Effective Date: September 22, 2026

At Velmora, we want you to feel confident when ordering your EaseStep shoes. We understand that purchasing footwear online can sometimes mean the size, fit, or style isn't quite what you expected. That's why we offer a 30-day return policy for eligible purchases.

Please read this Return & Refund Policy carefully before requesting a return.

1. 30-Day Return Window

You have 30 days from the date your order is delivered to contact us and request a return.

To be eligible for a return, your item must:

• Be new, unworn, and unused, except for trying the shoes on indoors to check the fit.
• Be returned in the same condition in which you received it.
• Include the original packaging and any tags or accessories that came with the product.
• Show no signs of outdoor wear, dirt, damage, alteration, washing, or improper use.

We recommend trying your EaseStep shoes on indoors on a clean surface until you're certain you would like to keep them.

Returns requested more than 30 days after delivery may not be accepted.

2. How to Request a Return

Please contact us before sending anything back.

To start a return, email us at velmorastep@outlook.com and include:

• Your full name
• Your order number
• The item(s) you would like to return
• The reason for your return

Our customer support team will review your request and provide you with the appropriate return instructions and return address.

Do not send a return to an address shown on your package without first contacting us. The original shipping address may not be the correct location for processing returns. Items returned without authorization or sent to an incorrect address may experience delays or may not be eligible for processing.

3. Return Shipping

For standard returns, please contact velmorastep@outlook.com before shipping your item. We will provide you with the applicable return instructions.

If you received an incorrect, damaged, or defective item, please contact us before returning it. Eligible returns caused by an error on our part will be handled at no additional cost to you.

Please do not return a damaged or incorrect product before receiving instructions from our support team.

4. Refunds

Once your returned item has been received, we will inspect it to make sure it meets the eligibility requirements described in this policy.

We will notify you by email once the return has been inspected and let you know whether your refund has been approved.

If approved, the refund will be issued to your original payment method.

After we issue a refund, please allow approximately 5–10 business days for it to appear in your account. The exact processing time can vary depending on your bank, credit card company, or payment provider.

We cannot control processing delays caused by financial institutions after a refund has been issued.

Original shipping charges, if any, are generally non-refundable unless the return resulted from an incorrect, damaged, or defective item or unless otherwise required by applicable law.

5. Exchanges

If your EaseStep shoes aren't the right size, please contact us at velmorastep@outlook.com within 30 days of delivery.

Include your order number and the size you would like instead.

Exchanges are subject to product and size availability. We will provide instructions for returning your original pair before the exchange is processed.

Returned items must meet the same condition requirements described above.

If the requested replacement is unavailable, we may offer an alternative or process an eligible refund instead.

6. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, or different from what you ordered, contact us at velmorastep@outlook.com within 7 days of delivery.

Please include:

• Your order number
• A description of the problem
• Clear photographs showing the item and the issue
• A photograph of the packaging when relevant

Once we review the information, we will determine the appropriate resolution. Depending on the circumstances, this may include a replacement or refund.

For an eligible claim involving an incorrect, damaged, or defective product, you will not be responsible for return costs associated with correcting our error.

7. Items That Cannot Be Returned

Unless otherwise required by applicable law, we cannot accept returns for:

• Items that have been worn outdoors or used beyond an indoor fit check
• Items showing signs of wear, dirt, washing, damage, alteration, or misuse
• Items returned without the original packaging when the missing packaging prevents the item from being accepted in its original condition
• Gift cards
• Items clearly identified as final sale at the time of purchase

If you're unsure whether your order is eligible for a return, contact us before sending it back.

8. Return Inspection

All returned products may be inspected before a refund or exchange is approved.

Trying EaseStep shoes on indoors for sizing purposes will not, by itself, make them ineligible for return. However, products showing signs of actual use may not qualify under our standard return policy.

We reserve the right to decline a return that does not meet the conditions stated in this policy, subject to applicable law.

9. Return Packages

When returning an approved item, we recommend keeping your shipping receipt and tracking information until your return has been completed.

Velmora cannot guarantee receipt of a return package sent using a shipping method that does not provide tracking.

Please follow the return instructions provided by our customer support team rather than sending the package to an address you find elsewhere.

10. Late or Missing Refunds

If we have confirmed that your refund has been issued but you haven't received it yet, please first check with your bank, credit card company, or payment provider.

Refunds can take several business days to appear after they have been processed.

If 10 business days have passed since Velmora confirmed that your refund was issued and it still hasn't appeared, contact us at velmorastep@outlook.com with your order number so we can assist you.

11. Order Cancellations

If you need to cancel or change an order, contact us at velmorastep@outlook.com as soon as possible.

We will make reasonable efforts to accommodate your request. However, once an order has entered processing or has been shipped, we may not be able to cancel or modify it.

If the order has already shipped, you may request an eligible return after receiving it in accordance with this policy.

12. U.S. Customers and Applicable Rights

This policy describes Velmora's standard return and refund terms for customers in the United States.

Nothing in this policy is intended to limit any rights or remedies that cannot legally be waived or restricted under applicable federal, state, or local consumer protection laws. Where applicable law provides you with rights beyond those described in this policy, those legal rights will continue to apply.

13. Contact Us

If you have questions about a return, refund, exchange, or damaged item, please contact us before sending anything back.

Velmora Customer Support
Email: velmorastep@outlook.com

When contacting us about an existing purchase, please include your order number so we can assist you more quickly.