Return Administration Record — VELMIVRA™ is operated by Quanzhou Zhiyu Zhufang Trading Co., Ltd.; Registered Address: Room 301-3, No. 152, South Ring Road, Licheng District, Quanzhou City, Fujian Province.
Responsible Review Contact — Legal Representative: Yu Jiading; Return Email: service@velmivra.com.
1. The 60-Day Request Window
An eligible return request must be submitted within 60 calendar days after confirmed delivery. “Confirmed delivery” means the date shown in the carrier record or another reliable delivery record. A message sent after the window has expired may be declined unless mandatory consumer law provides a longer right.
The request window is the period for contacting us; it is not automatic approval. The item and circumstances must also satisfy the conditions below.
2. Start With Authorization
Before sending anything, email service@velmivra.com with the order reference, product name, reason for the request, and supporting photographs when relevant. A complete request is normally reviewed within three business days.
If the return is accepted, we will provide instructions and the applicable receiving destination. Do not send a parcel to the registered company address unless the authorization specifically names that address. An unauthorized parcel may be delayed, refused, lost, or impossible to associate with the correct order.
3. Condition of an Eligible Item
Unless the item was received damaged, defective, or incorrect, it should be returned:
- unused, unworn, unwashed, and unaltered;
- complete with included parts, accessories, manuals, and protective materials;
- with original tags, labels, and packaging where reasonably available;
- free from odors, stains, scratches, contamination, or customer-caused damage; and
- packed securely enough to prevent avoidable damage during the return journey.
Opening external shipping packaging solely to inspect an item does not by itself make the item ineligible. The degree of handling should not exceed what is reasonably necessary to inspect its nature, characteristics, and basic function.
4. Items That May Not Be Returnable
Subject to mandatory law, return eligibility may be limited for:
- goods made to a customer’s individual specification or clearly personalized;
- sealed hygiene-sensitive goods after the hygiene seal has been broken;
- items materially damaged through misuse, neglect, improper care, alteration, or ordinary wear after use;
- incomplete goods where missing parts prevent reasonable inspection or resale;
- items identified before ordering as non-returnable for a lawful reason; and
- promotional gifts unless the main item and all conditions of the offer are also satisfied.
This list does not remove rights that cannot lawfully be excluded, including rights concerning goods that arrive damaged, defective, materially misdescribed, or incorrect.
5. Damaged, Defective, or Incorrect Deliveries
Contact us promptly after discovery. Include photographs showing the entire item, the affected area, packaging, and shipping label. Keep the item and all packaging until the review is complete. Depending on the evidence and circumstances, the available resolution may include replacement, missing-part support, return authorization, or refund.
Damage caused after delivery by misuse, accidental impact, unauthorized repair, unsuitable storage, failure to follow care instructions, or normal wear is not treated as a delivery defect.
6. Return Transportation
The authorization will state who is responsible for return transportation in the circumstances. When the return results from a verified store error, incorrect item, or qualifying delivery defect, we will provide an appropriate solution consistent with applicable law. For a discretionary return unrelated to store error, the customer may be responsible for the return journey unless the authorization states otherwise.
Use a trackable carrier service and retain the dispatch receipt. We cannot confirm receipt of an untracked parcel that does not reach the authorized destination. The customer remains responsible for secure packaging and for following any carrier restrictions.
7. Inspection and Decision
After an authorized return arrives, it is inspected against the order record, stated reason, photographs, and eligibility conditions. We may contact the customer if information is missing or if the received condition differs materially from the description supplied with the request.
An approved refund is issued only after the relevant review is complete. If a return is declined, we will explain the principal reason and any practical next step available.
8. Refund Appearance Time
Once a refund has been approved and issued by the store, it generally requires 7–10 business days to appear through the original order method. External processing schedules can vary and are outside the store’s direct control. If the normal period has passed, contact us with the order reference so we can confirm the store record.
Original expedited service costs, optional services, and return transportation costs may be excluded where the law permits and where the return does not arise from a verified store error or qualifying defect.
9. Exchanges
Direct exchanges depend on inventory and operational availability. In some cases, the clearest process is to complete an authorized return and place a separate order for the preferred item. Do not assume that an exchange has been reserved until customer service confirms it in writing.
10. Refused or Undeliverable Parcels
A parcel returned because of an incomplete address, refusal, failure to collect, or repeated unsuccessful delivery attempt is reviewed after it arrives at the designated facility. Reasonable carrier or recovery costs may be considered where permitted by law. The 60-day return request window does not convert avoidable delivery failure into an automatically approved return.
11. Fair Use of the Policy
The policy is intended for genuine customer concerns. We may investigate patterns involving altered evidence, substituted goods, repeated empty returns, or other misuse. Any decision will preserve non-waivable consumer rights and will not prevent a legitimate complaint from being reviewed.