Returns & Refunds

Velnorall™ wants customers to have a clear and reasonable process when an eligible product needs to be returned or when an order issue needs to be reviewed.

The Velnorall™ website and return administration are managed by Shanghai Xianzhumei Network Technology Co., Ltd.

Eligible return requests should generally be submitted within 30 days of delivery.

Customers should contact Velnorall™ Customer Service before sending any product back so that the request can be reviewed and appropriate return instructions can be provided.

↩️ 30-Day Return Period

Customers may request a return within 30 days after the order has been delivered, subject to the eligibility requirements described below.

Return requests submitted after the applicable return period may not be eligible unless required otherwise by applicable consumer protection law.

📦 Return Eligibility

For standard returns unrelated to a defect or fulfillment error, products should generally:

• Be in unused or reasonably unused condition

• Be free from intentional damage or material alteration

• Include the components and accessories originally supplied where reasonably possible

• Be reasonably identifiable as part of the applicable order

• Be returned according to the instructions provided by Customer Service

Customers should avoid unnecessary use, modification, or disposal of product components when they intend to request a return.

📷 Damaged, Defective, or Incorrect Items

If an item arrives:

• Damaged

• Materially defective

• Incorrect

• Missing significant components

please contact Customer Service as soon as reasonably possible.

To help us review the issue, customers may be asked to provide:

• Order information

• A description of the problem

• Photographs of the product

• Photographs of the packaging where relevant

Once the issue has been reviewed, we will provide the appropriate resolution based on the circumstances of the order.

🚫 Items That May Not Qualify for Return

A return may be declined where the product:

• Has been excessively used beyond what is reasonably necessary to inspect it

• Has been intentionally damaged

• Has been materially altered or modified

• Cannot reasonably be identified or matched to the relevant order

• Is returned without following provided return instructions

• Falls outside the applicable return period, except where otherwise required by law

These limitations do not affect rights that customers may have under applicable consumer protection laws.

📦 How to Request a Return

Before returning a product, customers should contact Velnorall™ Customer Service at:

Email: service@velnorall.com

Please include:

• Your name

• Relevant order information

• The product involved

• The reason for the return

• Photos or other supporting information where relevant

Customer Service will review the request and provide return instructions when the return is approved.

Customers should not send products to the company address or any other address without first receiving return instructions.

🚚 Return Shipping

For returns caused by a confirmed damaged, defective, or incorrect item, Velnorall™ will provide appropriate return or resolution instructions after reviewing the request.

For discretionary returns that are not caused by a product defect or fulfillment error, the customer may be responsible for applicable return shipping costs unless otherwise stated or required by law.

Any return shipping responsibility will be communicated before the approved return is sent.

💰 Refund Review

Once an approved return is received, the returned product will be reviewed.

If the return is accepted, the refund will generally be issued to the original payment method used for the order where technically available.

Customers will be notified when the applicable refund has been processed.

🏦 Refund Processing Time

After a refund has been issued by Velnorall™, additional processing time may be required before the funds appear in the customer's account.

Actual posting times depend on the customer's bank, card issuer, payment provider, or other financial institution.

Velnorall™ cannot control processing times imposed by independent financial institutions after a refund has been successfully submitted.

📦 Missing or Incomplete Orders

If an order arrives with an item missing or materially incomplete, customers should contact Customer Service with the applicable order information and details of the missing item.

We will review the available order and fulfillment information and provide appropriate next steps.

🔄 Exchanges

If a customer would like a different product or replacement, please contact Customer Service first.

Where appropriate, replacement or exchange options will be determined according to product availability and the circumstances of the request.

If a direct exchange is not practical, the customer may be asked to complete the applicable return process and place a separate order.

❌ Order Cancellations

Customers who wish to cancel an order should contact us as soon as possible.

Cancellation may be possible before the order enters fulfillment or shipment.

Once an order has already been processed or dispatched, cancellation may no longer be possible. In that case, any eligible return will be handled under this Return & Refund Policy.

📋 Relationship With Other Policies

This Return & Refund Policy should be read together with our:

• Shipping Policy

• Terms of Service

• Privacy Policy

• Other applicable store policies

Where a shipping or delivery issue is involved, the Shipping Policy may also apply.

📩 Company & Contact Information

Brand: Velnorall™
Website: velnorall.com
Operating Company: Shanghai Xianzhumei Network Technology Co., Ltd.
Legal Representative: Zhang Li
Business Address: No. 24 Yangxin East Road, Pudong New Area, Shanghai
Email: service@velnorall.com
Telephone: +86 13410585529
Customer Service Hours: 8:00 AM–10:00 PM

Customers with questions regarding a return, refund, damaged item, incorrect item, or other order issue may contact us using the information above.