Refund policy

Last Updated: September 24, 2026

At VELQIZORAβ„’, we want customers to have clear information about returns and refunds before and after making a purchase.

This Return & Refund Policy applies to eligible purchases made through velqiza.com, which is owned and operated by Shenzhen Minghuide Culture Communication Co., Ltd.

Please review the conditions below before requesting a return.

1. 30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

To qualify for a standard return, the product should generally:

  • Be unused, unworn, and unaltered

  • Remain in its original condition

  • Include the original packaging, tags, accessories, or components supplied with it

  • Be accompanied by valid proof of purchase or an order number

Products showing signs of use, wear, damage caused after delivery, modification, or missing components may not qualify for a standard return unless otherwise required by applicable law.

2. Requesting a Return

All returns must be approved before products are sent back.

To request a return, contact:

Email: service@velqiza.com
Phone: +86 14704468220

Please provide:

  • Your order number

  • The name or email used for the order

  • The product you wish to return

  • The reason for the return

  • Photos where the product is damaged, defective, or incorrect

After reviewing your request, our customer support team will provide the applicable return instructions.

Important

Do not send products to any address without receiving return authorization from us first.

Packages returned without prior authorization, required information, or our return instructions may be refused or may not be eligible for processing.

3. Damaged, Defective, or Incorrect Products

Please inspect your package after delivery.

If you receive a product that is:

  • Damaged during transit

  • Defective

  • Incorrect

  • Different from the item ordered

  • Missing an essential component

please contact us as soon as reasonably possible at service@velqiza.com.

To help us review the issue, we may request photographs of:

  • The product

  • The packaging

  • The shipping label

  • The damaged or incorrect area

Once the issue has been verified, we may provide an appropriate solution such as a replacement, refund, or other remedy depending on the circumstances and applicable law.

For verified seller errors or qualifying defective products, reasonable return shipping costs will be handled by us where applicable.

4. Change-of-Mind Returns

Eligible products may also be returned within the 30-day return period when you simply change your mind.

For these returns:

  • The product must meet the eligibility conditions stated above

  • Prior return authorization is required

  • The customer may be responsible for return shipping costs

  • Original shipping charges may be non-refundable where permitted by law

We recommend using a trackable shipping method when you are responsible for returning an item.

5. Items That May Not Be Returnable

Certain products may be excluded from standard change-of-mind returns for hygiene, safety, customization, or other legitimate reasons.

Examples may include:

  • Personalized or custom-made products

  • Gift cards or similar stored-value products

  • Products clearly marked as final sale before purchase

  • Products that cannot be returned for hygiene reasons once opened or used, where permitted by law

  • Items damaged through misuse or improper handling after delivery

These restrictions do not limit rights that cannot legally be excluded, including rights relating to defective, misdescribed, or otherwise non-conforming products.

If you are uncertain whether an item can be returned, contact us before sending it.

6. Sale and Promotional Purchases

A product is not automatically excluded from our return policy solely because it was purchased at a discounted price.

Unless a product was clearly identified as final sale before checkout or is otherwise excluded under this policy or applicable law, eligible discounted products may generally be returned under the same 30-day conditions.

Statutory rights concerning defective or non-conforming products remain unaffected.

7. Exchanges

We do not guarantee direct product-for-product exchanges for every order.

When an exchange is requested, the usual process is:

  1. Contact us to request authorization for returning the original item.

  2. Follow the return instructions provided by our support team.

  3. Once eligible, place a separate order for the preferred replacement item.

This approach helps avoid delays caused by changing inventory availability.

If the original product was defective or incorrect, contact us before placing another order so that we can review the appropriate solution.

8. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

If We Made an Error

If we confirm that the product was defective, damaged on arrival, or incorrectly fulfilled, we will provide appropriate return instructions and cover reasonable return shipping costs where required.

If You Change Your Mind

For discretionary returns where the product is not defective or incorrect, return shipping costs are generally the customer's responsibility unless otherwise stated or required by law.

Any return method or label provided by our support team must be used according to the instructions supplied.

9. Return Address

Returns must not be sent directly to our business address unless our customer support team specifically instructs you to do so.

Authorized returns may be directed to a designated return or fulfillment facility depending on the product, order location, and shipping route.

The correct return destination will be provided after your return request has been reviewed and approved.

Sending an item to an unauthorized address may delay or prevent return processing.

For business identification purposes, our registered business contact information is:

Shenzhen Minghuide Culture Communication Co., Ltd.
Room 1015, Block A, Weidonglong Business Building,
No. 4549 Longhua Ave, Qinghua Community,
Longhua Subdistrict, Longhua District, Shenzhen

10. Return Inspection

After an authorized return reaches the designated facility, the item may be inspected to confirm that it meets the applicable return conditions.

We may review:

  • Product condition

  • Packaging

  • Included accessories

  • Tags or components

  • Order information

  • The stated reason for return

Once the review is complete, we will inform you whether the refund has been approved or whether further information is required.

11. Refund Method

Approved refunds will normally be issued to the original payment method used for the purchase.

Where the original payment method cannot accept a refund or applicable law requires another method, we will provide appropriate instructions.

We do not normally issue refunds to an unrelated payment account.

12. Refund Processing Time

After your returned product has been received, inspected, and approved, we will initiate the refund as soon as reasonably practicable.

Please allow up to 10 business days for us to process an approved refund.

After we issue the refund, your bank, card issuer, PayPal, or other payment provider may require additional time before the amount appears in your account.

These external processing times are controlled by the relevant financial institution and are outside our direct control.

If more than 15 business days have passed after we confirm that your refund was issued and you still have not received it, please contact:

service@velqiza.com

13. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We will try to accommodate cancellation requests before fulfillment begins, but cancellation cannot be guaranteed once an order has entered processing, packing, or shipping.

If an order has already shipped, you may need to wait for delivery and then request an eligible return under this policy.

14. European Union Customers

If your order is subject to European Union consumer protection law, you may have a statutory right to withdraw from certain distance purchases within 14 days without providing a reason.

Where applicable, this statutory right exists independently of our commercial 30-day return policy.

Certain statutory exceptions may apply, including to qualifying personalized or hygiene-sensitive goods.

Nothing in this policy is intended to restrict consumer rights that cannot legally be waived or excluded.

15. United Kingdom Customers

Customers in the United Kingdom may also have statutory cancellation and consumer rights for qualifying online purchases.

Where UK consumer law applies, our 30-day return policy operates in addition to any mandatory rights available to you.

Your legal rights concerning faulty, damaged, misdescribed, or non-conforming products are not affected by this policy.

16. Refused or Unclaimed Deliveries

Refusing delivery or failing to collect a parcel does not automatically constitute an approved return.

If an order is returned to the sender because it was:

  • Refused

  • Unclaimed

  • Addressed incorrectly by the customer

  • Undeliverable after attempted delivery

please contact us so we can review the order.

Any refund, reshipment, or shipping-cost deduction will depend on the circumstances and applicable law.

17. Abuse of the Return Process

We reserve the right, to the extent permitted by law, to decline returns that show evidence of:

  • Fraudulent activity

  • Intentional damage

  • Repeated misuse of return procedures

  • Product substitution

  • Material alteration

  • False claims regarding an order

This provision does not affect legitimate consumer rights.

18. Your Statutory Rights

This policy provides our commercial return procedures and is not intended to remove, reduce, or replace any consumer rights that apply under mandatory law.

If local law grants you additional rights concerning defective, unsafe, damaged, misdescribed, or non-conforming goods, those rights continue to apply.

19. Business & Contact Information

Brand: VELQIZORAβ„’
Website: velqiza.com
Owner: Jin Liang

Legal Company Name:
Shenzhen Minghuide Culture Communication Co., Ltd.

Business Address:
Room 1015, Block A, Weidonglong Business Building,
No. 4549 Longhua Ave, Qinghua Community,
Longhua Subdistrict, Longhua District, Shenzhen

Phone: +86 14704468220
Email: service@velqiza.com

VELQIZORAβ„’ and velqiza.com are owned and operated by Shenzhen Minghuide Culture Communication Co., Ltd.

For return, refund, damaged-item, or order-related assistance, please contact service@velqiza.com before returning any product.