Return & Refund Policy

Last Updated: September 15, 2026

Return Window

Customers may request a return within 30 days after confirmed delivery of the order.

Before returning any item, customers must contact us so that we can review the request, determine eligibility, and provide the appropriate return instructions.

Return Eligibility

Unless an item was received defective, damaged, incorrect, or otherwise eligible under applicable law, returned merchandise must be unused, unwashed, unaltered, and in its original condition.

All included parts, accessories, product documentation, and original packaging must be returned with the item. Proof of purchase is required for all return requests.

Non-Returnable Items

Certain items may be excluded from return for personalization, hygiene, safety, or product-integrity reasons.

Non-returnable items may include:

• Personalized or customized products
• Gift cards
• Items marked as final sale
• Products that have been used, altered, or damaged after delivery
• Products specifically identified as non-returnable

Any applicable exclusions will be stated on the product page or communicated before a return request is approved.

Damaged, Defective, Incorrect, or Incomplete Orders

Customers should inspect their order promptly after delivery.

If an item arrives damaged, defective, incorrect, or incomplete, please contact us as soon as possible.

To help us review the matter, please include your order number and clear photos or videos of the product, packaging, and shipping label where applicable.

If the claim is validated, we will provide an appropriate replacement, refund, or return solution at no additional cost to the customer.

For fragile products such as porcelain, ceramic, or decorative items, please retain the original packaging until your request has been reviewed.

Return Shipping

Customers are generally responsible for return shipping costs for preference-based returns, including returns due to change of mind, incorrect selection, or other reasons not caused by an error on our part.

If Velunevia confirms that an item was defective, damaged, or sent incorrectly, we will provide an appropriate remedy and return or resolution instructions at no additional cost to the customer.

Original shipping charges are not refundable unless required by applicable law or expressly stated otherwise.

Return Address

Please do not send returns to our registered business address.

Once your return request has been approved, our customer support team will provide the appropriate return warehouse address and return instructions for your order.

Returns sent without prior authorization or to an incorrect address may not be accepted.

Refunds

Approved refunds will be issued to the original payment method within 5–10 business days after the returned item has been received and inspected.

Additional time may be required for the payment provider, card issuer, or financial institution to process and post the refund.

Where permitted and clearly applicable, we may deduct amounts for missing parts, excessive use, damage, alteration, or loss in value of the returned item.

Exchanges

Exchange availability depends on current product availability and inventory levels.

In some cases, the fastest option may be to return an eligible item and place a new order after the return request has been approved.

Order Cancellations

Cancellation requests must be submitted as soon as possible after an order is placed.

We cannot guarantee that an order can be canceled once processing, fulfillment, shipment preparation, or dispatch has begun.

Contact Us

If you have any questions regarding returns, exchanges, cancellations, or refunds, please contact us at:

Email: service@velunevia.com

We aim to respond to customer inquiries within 1–2 business days.

Business Information

Velunevia is owned and operated by Zhengzhou Zelin Network Technology Co., Ltd.

Brand Name: Velunevia
Website: velunevia.com
Legal Company Name: Zhengzhou Zelin Network Technology Co., Ltd.
Registered Address: Room 1002, 10th Floor, Unit 2, Building 13, Jinlanwan, No. 10 Jinbei Road, Huiji District, Zhengzhou, Henan, China
Customer Support Email: service@velunevia.com