Refund policy

Review the conditions below before arranging a voluntary return. Mandatory consumer rights continue to apply.

Last Updated: October 23, 2026

This policy explains voluntary returns, refunds, and exchanges at velqoramia, operated by Guangzhou Xihong Trading Co., Ltd.. Nothing in this policy limits rights or remedies that cannot lawfully be excluded. Statutory cancellation rights, remedies for faulty or misdescribed goods, and more favorable promises expressly offered with your purchase take priority.

When an item qualifies for return

Request an eligible voluntary return within 30 days of delivery. Ordinary change-of-mind returns must be unused, in their original condition and packaging where applicable, free from stains or damage, and accompanied by reasonable proof of purchase. Different conditions may apply to an expressly advertised trial or statutory cancellation.

Return Fees and Item Limits

For ordinary voluntary returns, a 15% restocking and processing fee covers inspection, processing, and repackaging. A maximum of two items per order may be refunded to the original payment method. Eligible store-credit returns and exchanges are not subject to that two-item limit. These restrictions do not apply where they conflict with statutory rights or remedies for faulty, damaged, incorrect, or misdescribed goods.

Requesting return instructions

1. Email support@velqoramia.com with your order number, checkout email, and reason for your request.
2. Obtain the appropriate return address and instructions before sending an ordinary voluntary return. Our registered business address is not a designated return facility.
3. Provide return tracking or retain proof of posting so the shipment can be traced.

Unapproved ordinary voluntary returns may not be accepted. This process does not remove valid statutory cancellation or consumer rights.

Return postage and original service charges

Customers normally pay return shipping for change-of-mind returns. We do not provide prepaid labels for those returns. For faulty, damaged, incorrect, or misdescribed goods, we arrange or cover necessary reasonable return shipping where required.

Original shipping charges, shipping protection, priority processing, and optional warranty charges are generally non-refundable for ordinary voluntary returns where permitted and disclosed. Applicable warranty terms, advertised offers, and mandatory refund rights take priority.

Refund Methods and Processing

Once we receive and inspect an eligible return, we will notify you of approval or explain any rejection and next steps. Approved voluntary refunds are processed within 5–10 business days, normally to the original payment method. Your payment provider may require additional time. Contact us if your refund has not appeared within 15 business days after approval. Statutory refund deadlines take priority.

Store credit or an exchange may be arranged with your agreement. If the original payment method cannot receive a refund, we will contact you about an appropriate alternative. Store credit is not imposed instead of a monetary refund required by law.

Replacement and exchange options

Contact us about an eligible exchange. We will explain availability, any price difference, and any applicable shipping costs before you proceed. If the replacement costs more, you pay the agreed difference; if it costs less, we refund the balance. Exchanges normally ship after the returned product is received. You may also place a new order after your return has been accepted.

Order Changes and Cancellation

Processing begins promptly after purchase, so ordinary changes or cancellations generally cannot be accommodated once processing starts. Email us immediately with your order number and we will check what remains possible; no cancellation window is guaranteed. If dispatch cannot be stopped, an eligible return may be requested after delivery. Statutory cancellation rights and remedies for dispatch delays or non-delivery remain unaffected.

When a selected-product trial applies

A 30-day trial or promise applies only to products expressly offered with it before purchase, normally on the first purchase of that product. The period starts on delivery. Contact us within 30 days and return the product in the condition required by the advertised offer. Return shipping and other disclosed fees apply unless waived by the offer or prohibited by law. Final-sale products and items damaged through misuse are excluded where permitted. The specific offer and mandatory consumer rights take priority.

Faulty, damaged, or incorrect goods

Please inspect your delivery and report visible problems promptly, preferably within 24 hours, with your order number, a description, and photographs where reasonably available. Keep the item and packaging where possible. This reporting preference does not prevent later claims for faults or reduce statutory rights. We will arrange an appropriate remedy.

Exclusions from voluntary returns

Where permitted and disclosed, exclusions may include perishable goods, personalized or custom products, certain hygiene-sensitive personal-care products, hazardous materials, gift cards, final-sale items, and products damaged through misuse. These exclusions do not remove statutory rights. Contact us before purchasing if you are unsure whether a particular item qualifies.

The European Union cooling-off period

Where the statutory right applies, consumers receiving orders in the European Union may cancel within 14 days of delivery without giving a reason, subject to applicable legal exceptions and return requirements. Contact us to exercise this right and obtain return instructions. Mandatory rules on return costs, reimbursement, and deadlines take priority over our voluntary-return fees, item limits, and exclusions.

Resolving complaints and payment disputes

Please contact us first if you are dissatisfied so we can help. You remain free to exercise applicable rights through your payment provider, regulator, or a court. A dispute does not automatically remove valid refund, exchange, or statutory rights. We may coordinate any refund with your payment provider to avoid duplicate reimbursement.

Business Information

Store Name: velqoramia
Operated by: Guangzhou Xihong Trading Co., Ltd.
Business License Entity: Guangzhou Xihong Trading Co., Ltd.
Registered Address:
Room 501, No. 4, Bicui 3rd Lane, Longdong, Tianhe District, Guangzhou, China
Postal Code: 510000
Email: support@velqoramia.com
Website: velqoramia.com

We aim to respond to email within 24 hours on business days, Monday through Friday, excluding public holidays. Our registered address is not a designated return facility. Contact customer support for return instructions before sending merchandise.