Return & Refund Policy
Return & Refund Policy
At Velloriia, operated by Harbin Chengeng Technology Co., Ltd., we want customers to shop with clear expectations and dependable after-sales support. If you are not satisfied with an order, please review the return, cancellation, and refund procedures below.
1. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing it.
Cancellation requests may be accepted when an order has not yet entered processing, fulfillment, packing, or shipping preparation.
If an eligible cancellation request is approved, the applicable order payment will be refunded to the original payment method.
Once an order has entered fulfillment or has already been shipped, we may no longer be able to cancel it. In that situation, you may contact our customer support team to determine whether the order is eligible for return after delivery.
Cancellation Contact:
service@velloriia.com
Telephone: 0451-51190689
2. 30-Day Return Period
Eligible products may be returned within 30 calendar days from the date of delivery.
To be eligible for a standard return, the product should generally:
- Remain unused and in its original condition;
- Include its original packaging and accessories, where applicable;
- Be accompanied by proof of purchase or the relevant order confirmation.
Please contact Velloriia Customer Support before sending a product back.
Returns sent without first contacting our support team or without following the provided return instructions may not be accepted.
Nothing in this policy is intended to limit any mandatory consumer rights that may apply under relevant law.
3. How to Submit a Return Request
To begin a return request, contact:
Email: service@velloriia.com
To help us review your request efficiently, please include:
- Your order number;
- The name of the product;
- The reason for requesting a return;
- Relevant photographs or videos when the issue involves damage, defects, incorrect products, or another condition that can be documented visually.
After receiving your request, our customer support team will review the information and provide the applicable next steps and return instructions.
4. Where Should I Send My Return?
Please do not automatically send returned products to our business registration address.
Once your return request has been reviewed and approved, our customer service team will provide the appropriate return destination and instructions for your specific order.
Sending a package to an address that has not been provided or confirmed for the return may result in delays or difficulties processing the request.
5. Return Shipping Costs
For eligible returns resulting from a customer's personal preference or change of mind, the customer is generally responsible for the applicable return shipping costs.
Examples may include:
- Ordering the wrong product or option;
- Changing your mind after receiving the order;
- Returning an eligible item for personal preference reasons.
If you receive a product that is damaged, defective, incorrect, or materially different from the applicable product description, please contact us before returning it.
After reviewing the circumstances, we will provide an appropriate solution, which may include a replacement, refund, or return assistance at no additional cost, as applicable.
6. Refund Review and Processing
Once an authorized return has been received, we will inspect the returned product and review the request.
We will then notify you regarding the status of your refund.
If the refund is approved, it will be issued to the original payment method.
Our standard refund processing timeframe is generally:
5–10 business days after the returned product has been received and inspected.
Please remember that your bank, card issuer, PayPal, or other payment provider may require additional processing time before the refunded amount appears in your account.
7. Late or Missing Refunds
If an approved refund does not appear within the expected timeframe, we recommend that you:
- Review your bank, credit card, or payment account again;
- Contact your bank or payment provider to ask whether the refund is still being processed;
- Contact Velloriia Customer Support if you still require assistance.
Email: service@velloriia.com
Telephone: 0451-51190689
When contacting us about a refund, please include your order number so that our team can locate the transaction more efficiently.
8. Damaged, Defective, Incorrect, or Missing Products
If your package arrives with a damaged or defective product, an incorrect item, or an item missing from the order, please contact us promptly.
Include your order number, a description of the issue, and clear photographs or videos where applicable.
Our customer support team will review the information and determine the appropriate resolution based on the circumstances of the order.
Please retain the product, packaging, shipping label, and relevant materials until your request has been reviewed, as these may be needed to evaluate the issue.
9. Exchanges
Where an exchange is available, please contact our customer support team before returning the original product.
Exchange availability may depend on product condition, inventory, the reason for the request, and other applicable circumstances.
If a direct exchange is not available, our support team will explain any alternative options that may apply.
10. Contact Us
If you have questions about a cancellation, return, replacement, or refund, please contact us using the details below:
Brand Name:
Velloriia
Legal Company Name:
Harbin Chengeng Technology Co., Ltd.
Customer Support Email:
service@velloriia.com
Telephone:
0451-51190689
Business Address:
Room 1, 6th Floor, Unit 1, Building 1, No. 640 Harbin Street, Nangang District, Harbin, Heilongjiang Province, China
Our customer support team will make reasonable efforts to review your request and provide the appropriate assistance as promptly as possible.
Important: The business address above identifies the company operating Velloriia. It should not be used as a return destination unless our customer support team specifically instructs you to send your return there.