Returns & Refunds

Your 30 days

You have 30 days from delivery to return a chair for a refund. You do not have
to give us a reason. This is our own policy and it sits on top of any rights you have under the law
of your state — it does not replace them.

How to start a return

Email contact@velnostra.com or call us. Tell us your order number
and whether the chair is faulty or simply not right for you. We send you a prepaid return label
within one business day. We pay the return shipping. There is no restocking fee.

You do not need to obtain an authorization number before you ship. Use the label we send, and
that is the whole process.

Condition we can accept

The chair needs to come back in the condition it arrived in: unused beyond trying it, clean, with
the charger, tool kit and manual, in its original box where you still have it. Indoor test use is
fine and expected — you cannot tell whether a chair suits you without sitting in it. Outdoor use in
wet or muddy conditions is not, because we cannot resell a chair in that state.

If the box has gone, tell us and we will send packaging. Do not ship a chair unboxed.

Faulty or damaged chairs

If a chair arrives damaged, or a fault appears that is not down to how it was used, the 30-day
condition rules do not apply. We collect it at our cost and you choose a replacement or a full
refund, including any tax you paid.

Your refund

We inspect the chair when it reaches us and refund within five to ten business
days of that inspection, to the card or account you paid with. We refund the full purchase
price and the sales tax. Because shipping out was free and we cover the return label, a
straightforward return costs you nothing.

Cancelling before dispatch

If you cancel before the chair leaves us, we cancel the order outright and refund in full — no
return, no label, nothing to send back. We dispatch within one business day, so tell us quickly.

What is not covered

Normal wear, damage from use outside the chair’s stated weight limit or incline rating, damage
from an unauthorized repair, and batteries that have simply reached the end of their service life
after months of charging cycles.