Returns

The short version

You have 30 days from delivery. Unused items in their original packaging can be returned for a refund of the item price. If something arrives damaged or defective, we ship the replacement first and sort out the paperwork afterward — just send a photo and your order number.

Starting a return

• Begin within 30 days of the delivery scan
• Keep the original box — props travel safely in their own packaging
• Email support@officialveilmoor.com with your order number; we reply with a return label and instructions the same business day

Damaged, defective or incorrect items

Reach out within 7 days of delivery with photos of the item and the box. Once confirmed, we replace it or refund it in full, shipping included, and you do not pay to send the broken item back.

Refund timing

After the return arrives and is inspected, approved refunds go back to your original payment method. Your bank may take 5–10 business days to post it.

No extra fees

We never charge restocking fees. And if an anchored, wind-tested prop falls in conditions it was rated for, the replacement is on us.