RETURN & REFUND POLICY

Your Satisfaction Matters. Clear Returns. Reliable Support.

At Velmoraex, operated by Qinhuangdao Jingze Technology Co., Ltd., we value every customer's shopping experience.

We understand that sometimes a purchase may not meet your expectations. Our Return & Refund Policy is designed to provide clear guidance, fair procedures, and reliable assistance whenever you need support.

Please review the following conditions before requesting a cancellation, return, or refund.

01. ORDER CANCELLATION

We understand that plans can change.

You may request to cancel your order before it enters the processing or fulfillment stage.

If your cancellation request is approved before fulfillment begins, we will issue a full refund to your original payment method.

Please note:

• Cancellation requests must be submitted as early as possible.

• Orders that have entered fulfillment or shipment preparation may no longer be eligible for cancellation.

• Once an order has been shipped, cancellation is generally unavailable. You may instead request a return in accordance with this policy.

To request an order cancellation, please contact our customer support team:

Email: service@velmoraex.com

Please include your order number and cancellation request so that we can identify your purchase promptly.

02. RETURN ELIGIBILITY

Eligible products may be returned within 30 calendar days after delivery.

To qualify for a return, the product must meet the following conditions:

• Be unused and in its original condition.

• Be returned with its original packaging and accessories, where applicable.

• Include valid proof of purchase or an order confirmation.

• Not show damage resulting from improper use, handling, or modifications after delivery.

Certain products may be excluded from returns where permitted by applicable law, including products that are personalized, perishable, or otherwise identified as non-returnable before purchase.

Please contact our customer support team before sending any product back.

Returns sent without prior authorization may not be accepted.

Nothing in this policy limits any mandatory return rights provided by applicable consumer protection laws.

03. HOW TO REQUEST A RETURN

We aim to make the return process as straightforward as possible.

Step 1 – Contact Our Team

Email us at:

service@velmoraex.com

Step 2 – Provide Your Order Details

Please include:

• Order number.

• Product name.

• Reason for the return.

• Photos or videos of the product, when relevant.

Step 3 – Review & Approval

Our customer support team will review your request and determine the appropriate next steps.

Step 4 – Return Instructions

Once your request has been approved, we will provide the applicable return address and shipping instructions.

Please wait for our instructions before sending any item back.

04. RETURN ADDRESS

For security and proper return handling, please do not send returned products directly to our business registration address.

Our business registration address is not designated as a return processing facility.

After your return request has been reviewed and approved, our customer support team will provide the appropriate return address and detailed return instructions.

Returns sent to an unauthorized address may experience delays or may not be successfully processed.

05. RETURN SHIPPING COSTS

Responsibility for return shipping costs depends on the reason for the return.

Customer-Paid Return Shipping

For preference-based returns, customers are generally responsible for return shipping costs, including situations where:

• The wrong product was ordered.

• The customer changed their mind.

• The product no longer meets personal preferences.

• The customer selected an unsuitable size, style, or option.

Returns Due to Product Issues

If a product arrives:

• Damaged.

• Defective.

• Incorrect.

• Materially different from its advertised description.

Please contact us with relevant photos or videos.

After reviewing the issue, we will provide an appropriate resolution, which may include a replacement, refund, or return assistance at no additional cost to the customer.

All arrangements will be handled in accordance with applicable consumer protection laws.

06. REFUND PROCESSING

Once an approved returned item has been received and inspected, we will notify you of the refund decision.

Approved refunds will be issued to the original payment method within:

5–10 business days after the returned item has been received and inspected.

Please note:

• Refunds are generally issued to the original payment method.

• Processing times may vary depending on your payment provider or financial institution.

• The time required for the refund to appear in your account may differ from the time we take to issue it.

If additional information is required to process your refund, our customer support team may contact you.

07. LATE OR MISSING REFUNDS

If your approved refund has not appeared within the expected timeframe, we recommend the following steps:

First: Check your bank account or payment account again.

Second: Contact your card issuer or payment provider to confirm whether the refund is still being processed.

Third: If the refund is still missing, contact our customer support team for further assistance.

Email: service@velmoraex.com

Please provide your order number and relevant refund information so that we can investigate the matter.

08. DAMAGED, DEFECTIVE OR INCORRECT ITEMS

We want every customer to receive the product they ordered in satisfactory condition.

If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as reasonably possible.

To help us review the issue efficiently, please provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos showing the issue.

• Any other relevant information about the delivery.

After reviewing your request, we will work with you to determine an appropriate solution.

Eligible cases will be handled without additional return costs to the customer.

09. IMPORTANT RETURN INFORMATION

To help avoid unnecessary delays, please remember:

• Always contact customer support before returning an item.

• Do not ship products to the business registration address.

• Keep your order confirmation and shipping records.

• Use the return instructions provided by our customer support team.

• Ensure returned products are packaged appropriately to prevent additional damage during transportation.

We reserve the right to inspect returned products before approving applicable refunds or replacements, subject to mandatory consumer rights.

10. POLICY UPDATES

Velmoraex reserves the right to update this Return & Refund Policy when necessary to reflect changes in business operations, return procedures, or applicable legal requirements.

Any revised version will be published on this page.

Updates will not affect consumer rights that have already accrued or that cannot legally be restricted.

11. CONTACT INFORMATION

For questions about cancellations, returns, refunds, or product-related concerns, please contact us using the information below.

Brand Name

Velmoraex

Legal Company Name

Qinhuangdao Jingze Technology Co., Ltd.

Customer Support Email

service@velmoraex.com

Business Address

Room 101, Building 2, North Yard of 205 National Highway, East Aimin Road, Changli Town, Changli County, Qinhuangdao City, Hebei Province 066600, P.R. China

Customer Support Days

Monday – Friday

Estimated Response Time

Usually within 24–48 business hours.

During public holidays, promotional periods, or periods of increased inquiry volume, response times may occasionally take longer.

VELMORAEX

Your Trust. Our Commitment. A Better Shopping Experience.