Refund & Return Policy

Refund & Return Policy

Thank you for shopping with Velnoba. We want you to be completely satisfied with your order. This policy explains how returns, exchanges and refunds work.

1. Key Information

• Return window: 90 days from the date of delivery
• Condition: new or slightly used, complete with all included parts
• Return shipping: free – a prepaid return label is included in your package (free freight pickup for stoves, fireplace inserts and other freight items)
• Return methods: by mail or at a UPS drop-off location
• Refund method: original payment method
• Refund timing: within 5 days (Monday to Friday) of us receiving and inspecting the return
• Restocking fee: none
• Exchanges: accepted within 90 days, subject to availability

2. Our 90-day return policy

There is no federal law in the United States that requires a store to accept change-of-mind returns. Velnoba voluntarily offers a 90-day return window from the date of delivery. Within that window you may return any eligible item – new or slightly used – for a full refund of the product price, with no restocking fee and no return shipping cost. Defective, damaged or incorrect items are always returnable at our expense. This policy does not affect any rights you may have under applicable state law.

3. Conditions

• New or slightly used – items that have been unpacked, tried or lightly used are accepted
• Complete, with all included parts, hardware, accessories and manuals
• Free of damage beyond light signs of use, and not modified (no cut or drilled panels, no altered components, no permanently attached accessories)
• Original packaging is welcome but not required – please pack the item securely so it is not damaged on the way back
• Stoves that have been fired must be cooled and emptied of all ash and unburned fuel, and gas stoves disconnected from the gas supply, before they are returned

4. How to return an item

1. Contact us by e-mail (info@velnoba.com) or phone (+1 302-481-9112) with your order number and the item you are returning.
2. We confirm the return within 24 hours.
3. Pack the item securely and return it the way that suits you:
   • By mail: attach the free prepaid UPS return label included in your package and hand the parcel to UPS. Lost the label? We e-mail you a new one free of charge.
   • At a drop-off location: drop the labelled parcel at any UPS Store or UPS Access Point location.
   • Stoves, fireplace inserts and other freight items: we book a free FedEx Freight pickup from your address.

5. Return address

Please contact us before sending a return so we can match it to your order. The prepaid return label in your package is already addressed; returns are accepted at our business address:

MUNARY LLC
8100 Seashore Hwy
Bridgeville, DE 19933, United States

Include your order number inside the package so we can match the return to your order without delay.

6. Return shipping costs

Returns are free. Every package includes a prepaid return label, so you pay nothing to send a parcel back, and for stoves, fireplace inserts and other freight items we book and pay for the FedEx Freight pickup. Defective, damaged or incorrectly shipped items are of course also returned at our expense.

7. Refunds

Approved refunds are issued to your original payment method (Visa, Mastercard, American Express, Apple Pay or Google Pay) within 5 days (Monday to Friday) of us receiving and inspecting the returned item. Your bank may take a further 3 – 5 days (Monday to Friday) to post the credit to your account. We e-mail you when the refund has been issued.

8. Exchanges

We are happy to exchange a new or slightly used item for a different finish, size or model within 90 days, subject to availability. Contact us at info@velnoba.com and we will arrange it.

9. Damaged in transit

Please inspect freight deliveries before you sign and note any visible damage on the delivery receipt. If an item arrives damaged, contact us within 48 hours of delivery with your order number and photos of the item and packaging – we send a replacement or issue a full refund and cover the return shipping.

10. Warranty

Products sold by Velnoba are covered against manufacturing defects for 12 months from delivery unless a longer period is stated on the product page. Within this period we repair the item, replace it, or refund it if a repair or replacement is not practical. The warranty covers defects in materials and workmanship under normal residential use. It does not cover normal wear (worn firebricks, baffles and door or glass gaskets, discolored glass or finish from regular firing), damage from impacts, over-firing, burning the wrong fuel, improper installation, storage or transport, unauthorized modification, or commercial or rental use. Some states do not allow limitations on implied warranties, so some limitations may not apply to you; you may also have other rights which vary from state to state.

To make a warranty claim, e-mail info@velnoba.com with your order number, photos or a short video of the fault, and a description of what happens. We respond within 24 hours with the next steps and cover shipping on approved warranty claims.

11. Non-returnable items

• Items damaged by misuse, impacts or accidents after delivery
• Modified items (cut or drilled panels, altered components, permanently attached accessories)
• Items returned with parts missing
• Gift cards

12. Restocking fees

We do not charge restocking fees on returns. Approved refunds are for the full product price paid.

13. Dispute resolution

If anything about your order goes wrong, please contact us first at info@velnoba.com – almost every issue is resolved directly within a few days, and we aim to answer every message within 24 hours. If we cannot resolve a dispute together, you may pursue any remedy available under the consumer protection laws of your state. Nothing in this policy limits the rights you have under applicable US federal or state law, and this policy does not require you to use arbitration.