Refund Policy

We offer a 30-day return policy. If you wish to return or exchange an item within 30 days of receiving it, please contact us first.

I. Return Conditions

To request a return, please ensure the item meets the following conditions:

- Must be in brand-new, unworn, and unused condition
- Must retain all original packaging and accessories
- Must provide proof of purchase (Order number is sufficient)

To initiate a return, please email velanox.team@gmail.com  first.
Upon approval, we will provide the return address and shipping instructions.
Unapproved returns sent directly will not be accepted.

※ Pet products showing obvious signs of use, odors, or pet hair will not pass return review.

II. Defective Items

If your received item is damaged, missing parts, or defective, please contact us promptly upon receipt with photos attached so we can assist with replacement or resolution.

III. Non-Returnable Items

Returns/exchanges cannot be processed for the following:
Personalized/customized products
Special order items
Personal hygiene products (e.g., beauty supplies, intimate use items)
Items showing obvious signs of use
Items returned after 30 days

IV. Exchange Policy

For exchanges, we recommend first processing a return and placing a new order to ensure prompt delivery of your desired item.

V. Refund Process

Upon receiving and inspecting your returned item, we will notify you of the review outcome.
If approved, the refund will be automatically processed to your original payment method.
Refund processing times may vary depending on your bank or credit card issuer.

VI. Return Shipping Costs

For returns due to personal reasons, buyers are responsible for return shipping costs.
For returns due to product defects or incorrect items shipped, we will cover all shipping costs.

Customer Service Contact

For any questions, feel free to reach out anytime:
📩velanox.team@gmail.com

We're happy to assist you!