Velmara Return and Refund Policy

This policy applies to orders delivered to all destinations available at checkout. You can contact us at support@tryvelmara.com.

Our voluntary 30-day return policy

You may request a return within 30 days of delivery. Under our voluntary return policy, items must be unused, unworn, in their original packaging, with tags attached and proof of purchase. Any supplied hygiene seals must remain intact. These conditions do not limit your statutory rights, including the EU and United Kingdom rights described below.

How to start a return

Email support@tryvelmara.com with your order number and the items you wish to return. We will send you return instructions. Please contact us before shipping so we can identify and process your package. Prior approval is not a condition for exercising a statutory right of withdrawal.

Return shipping costs

Returns are accepted by mail. For change-of-mind returns, you pay the postage to our logistics warehouse in China. International postage can be expensive; check the cost with your carrier before returning an item. We recommend using tracking and keeping proof of postage. For defective, damaged or incorrectly supplied items, contact us first: we will arrange the return or cover reasonable costs where required by law.

Return address

Recipient: Kong Zhehui
Room 321 Riyuexingcheng Business Center
1138 South Changjiang Road
Kunshan, Suzhou, Jiangsu Province
215300
China (PRC)
Phone number for the shipping carrier: +8615900568851

This is our returns warehouse address, not our registered business address.

Exchanges

If you would like another size or color, contact us. You may return the original item under this policy and place a new order.

Damaged, defective or incorrect items

Inspect your order upon receipt and report problems as soon as possible, ideally within 48 hours, with your order number and a description or photos of the problem. The request to report within 48 hours is solely intended to speed up processing. It does not limit your statutory rights or create a cutoff for valid statutory claims.

Refunds

We will notify you after inspecting the return. Approved refunds are issued to the original payment method, normally within 10 business days and always within any shorter timeframe required by law. Your bank may need additional time to display the credit. Contact us if you have not received a refund after 15 business days.

Statutory right of withdrawal in the EU and United Kingdom

For eligible online purchases, consumers in the EU and United Kingdom may notify us within 14 days of delivery that they wish to withdraw from the purchase, without giving a reason. They then have another 14 days to return the goods. You may inspect the goods as you would in a store. A deduction may apply for a reduction in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.

For an eligible withdrawal, we will issue a refund within 14 calendar days of receiving the returned goods or evidence that you have sent them back, whichever is earlier. The refund includes any standard outbound delivery charges paid; our standard shipping is free. You pay change-of-mind return postage as stated above.

The statutory right of withdrawal for a change of mind does not apply to sealed goods that are unsuitable for return for health or hygiene reasons once their seals have been removed after delivery, or to personalized goods, where the statutory exception applies. These exceptions do not affect rights concerning defective or incorrectly described goods. Our voluntary 30-day return policy supplements your statutory rights and does not replace them.

Other exceptions

Gift cards and personalized items are excluded from our voluntary change-of-mind return policy unless a refund is required by law. Free gifts have no separate cash value.

Your statutory rights

This policy does not exclude or restrict mandatory consumer rights under the law applicable to your purchase. These include consumer protections in the EU, United Kingdom, Canada, Australia and New Zealand, and at federal or state level in the United States.