Refund policy

Overview
This Returns and Refund Policy explains the terms for returns, exchanges, and refunds for purchases made through Velunoa. By completing a purchase, you agree to adhere to these terms.

Return and Refund Requests

Eligibility

  • All return/refund requests must be made within 30 calendar days of the original purchase date.

  • Items must be unopened and unused to qualify for a return or exchange.

  • Requests submitted after 30 days will not be accepted.

Shipping and Processing Fees

  • Customers are responsible for return shipping costs and a €5 processing fee, which will be deducted from the refund amount.

  • All shipping and processing fees are non-refundable.

  • We refund only the product price; delivery/shipping costs are not refunded.

Address Accuracy

  • Please ensure your shipping address is correct before completing your order.

  • Once the shipping confirmation has been sent, we cannot change the shipping address. Orders shipped to incorrect addresses provided by the customer are not eligible for reshipment or refund.

Return Process

To initiate a return, please email us at info@velunoa.com.
Items returned without prior approval will not be accepted.
Returns must be sent to our central warehouse in Asia at the address below. Return shipping costs are the responsibility of the sender.

Contact Name: Bin Fang
Address: 5F, Building 4, Phase 2, Mannianghonghongija Cluster, Choujiang Set, Yiwu City, Zhejiang Province
City: Yiwu
Postcode: 322100

If your return is accepted, we’ll send you a return shipping label along with instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Promotional Orders

  • Orders placed during sales promotions (e.g., BOGO, 50% off, Buy One Get Two Free) are not eligible for free exchanges, returns, or refunds.

  • Only items purchased at full price are eligible for returns or exchanges.

Cancellations

  • To cancel an order, you must email us within 5 hours of placing it.

  • If the order has already been processed, cancellation may not be possible.

Damaged Items and Issues

Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us immediately with photographic proof.
Refunds will not be issued for items damaged through customer use.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom-made or personalized items

  • Personal care goods (e.g., beauty and skincare products)

  • Hazardous materials, flammable liquids, or gases

Additionally, we do not accept returns for sale items or gift cards. If you have questions about specific products, please contact us.

European Union Cooling-Off Period

Customers in the European Union have the right to cancel or return an order within 14 days for any reason. Items must be in their original condition (unused, with tags, and in their original packaging). Proof of purchase is required.

Refunds

  • Once your return is received and inspected, we will notify you regarding approval status.

  • If approved, the refund will be issued to your original payment method within 3–5 business days.

  • Please allow additional time for your bank or credit card provider to process the refund.

  • If more than 15 days have passed since your refund approval and you have not received the funds, please contact us at info@velunoa.com.

  • Please note: all refunds are subject to a €5 processing fee, which will be deducted from the refund total.

This policy may be updated periodically. For further questions, reach out to us at info@velunoa.com.

OZAP LIMITED
71–75 Shelton Street
London, WC2H 9JQ, United Kingdom
Company Number: 16243413
info@velunoa.com