Refund policy

The short version

You have 30 days from delivery to return an item. If it is unused and in its original packaging, we take it back and refund the product price. If it arrived defective or damaged, we replace it first and sort the paperwork after — send a photo and your order number.

What we ask

• Start the return within 30 days of the delivery scan.
• Keep the original packaging until you are sure. Props survive shipping in their box, not in a trash bag.
• Write to support@veilmoor-ofc.com with your order number. We send a return label and instructions the same business day.

Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, contact us within 7 days of delivery with photos of the product and the packaging. Once confirmed, we replace it or refund it in full, including shipping, and you are not asked to ship the broken one back at your own cost.

What we cannot take back

• Items returned after 30 days from delivery.
• Items that were used outdoors, installed, staked, cut, painted or modified.
• Masks, wigs and wearable costume pieces that were worn, for hygiene reasons, unless they arrived defective.
• Items missing parts, hardware or original packaging for reasons not caused by us.

Return shipping

Returns for a defect, damage or our error are free: we pay the label. Returns because you changed your mind are on you, and the outbound shipping we already paid is not refunded.

Refund timing

Once the return is received and inspected, we approve or decline it within 2 business days and issue approved refunds to the original payment method. Banks usually post the money within 5 to 10 business days after that. We email you at every step.

Exchanges

The fastest exchange is a return plus a new order: return the first item for a refund and order the replacement right away, so you are not waiting on two transits in sequence. In October, that difference decides whether the piece is in the yard on the 31st.

Cancellations and address changes

Write to us as soon as possible. While the order is still in the warehouse we can usually change the address, add to it or cancel it. Once the label is printed, almost nothing can be changed and the order has to run its course as a return.

How to reach us

support@veilmoor-ofc.com — a person answers within one business day, faster in October.