Customer service phone: +852 3468 6640
Business identity: Velnoriva is owned and operated by Nanjing Yuzhitujiang Technology Co., Ltd.
Business address: Room 502, Wanhao Building, No. 215 Zhongshan North Road, Gulou District, Nanjing, Jiangsu Province, China.
Customer support: service@velnoriva.com.
We want you to feel confident ordering from Velnoriva. This page explains how to request a return, which condition an item must be in, how refunds are processed, and what to do if an item is incorrect or arrives damaged.
Return window
You may request a return within 30 days after the order is delivered. Contact service@velnoriva.com before sending anything back. We will confirm the order, review eligibility, and provide the correct return instructions. Sending an item without prior approval can delay the review or prevent us from matching it to the order.
Condition requirements
Preference-based returns must be unused, clean, undamaged, and returned with the original packaging and proof of purchase. Please protect the item during transit and use a trackable service when the carrier offers one. The customer remains responsible for the parcel until it reaches the return address provided by Velnoriva.
Items that may not qualify
Used items, items damaged by misuse, gift cards, and items missing essential parts or packaging may not qualify for a preference-based return. These limits do not remove rights that cannot legally be excluded, including rights relating to faulty, unsafe, misdescribed, or incorrectly supplied goods.
Incorrect, defective, or transit-damaged items
If the item is incorrect, defective, or damaged during delivery, email us promptly with the order number and clear photographs of the product, packaging, and shipping label. Do not discard the packaging until we have reviewed the case. Where the issue is confirmed, Velnoriva will provide the remedy required by applicable consumer law and will explain whether return shipping is covered.
Return shipping
Customers normally pay return shipping for a preference-based return. Velnoriva covers reasonable return costs for an incorrect, defective, or transit-damaged item when the issue is confirmed, subject to applicable law and the instructions provided by support. We cannot reimburse unapproved premium shipping upgrades or a return sent to an address other than the one we provide.
Inspection and refunds
After a returned item is received, we inspect it against the condition requirements. Approved refunds are issued to the original payment method within five business days after approval. Your bank or payment provider may need additional time to post the credit. Refunds normally include the eligible product amount; original express-shipping charges are not refundable for preference-based returns unless required by law.
Exchanges and order cancellations
For an exchange, return the eligible item and place a new order after the return is approved. If you need to cancel an order, contact us immediately. We will review the request before fulfilment begins, but cancellation cannot be guaranteed after packing or dispatch.
Order cancellations
Send a cancellation request to service@velnoriva.com as soon as possible. We can review requests received before fulfilment begins, but cancellation is not guaranteed after an order has been packed or dispatched. If the order has already shipped, the request will be reviewed under the return process.
Contact
Email service@velnoriva.com with your order number, the reason for the request, and photographs when relevant. We will reply with the next step. This policy is intended to explain our process and does not limit mandatory consumer protections.