Return & Refund Policy
Last Updated: September 14, 2026
Thank you for shopping with Veloviita.
We want customers to understand clearly how returns, refunds, cancellations, and product-related issues are handled.
Veloviita is owned and operated by Xuzhou Paqubao E-commerce Co., Ltd.
Xuzhou Paqubao E-commerce Co., Ltd. is the legal entity responsible for operating veloviita.com and managing customer transactions, order support, returns, refunds, and related after-sales services.
This Return & Refund Policy applies to eligible purchases made through veloviita.com.
Return Period
Eligible products may generally be returned within:
14 calendar days after delivery.
The return period begins on the date your order is recorded as delivered.
If you would like to request a return, please contact us within this period.
Requests made outside the standard return window may not qualify for a regular return unless additional rights apply under applicable law.
Return Conditions
To qualify for a standard return, an item should generally:
- Be unused;
- Be in its original condition;
- Include its original packaging where applicable;
- Include accessories, parts, or components supplied with the product;
- Be accompanied by valid order information or proof of purchase.
Products that arrive damaged, defective, incorrect, incomplete, or materially different from the product description will be reviewed based on the specific circumstances and do not need to be treated as ordinary change-of-mind returns.
How to Request a Return
Before returning any product, please contact our customer support team at:
Please include:
- Your order number;
- The product you wish to return;
- Your reason for requesting the return;
- Photos or videos when relevant to the issue.
Our customer support team will review your request and provide the appropriate return instructions if the return is eligible.
Do not send a product back before receiving return instructions from us.
Unauthorized returns may not be received or processed correctly.
Return Address
The authorized return address may be different from our registered business address.
Once your return request has been reviewed and approved, our support team will provide:
- The appropriate return address;
- Any applicable return instructions;
- Other information needed to complete the return.
Please do not send returns directly to our registered business address unless our customer support team specifically instructs you to do so.
Return Shipping Costs
Returns Due to Customer Preference
If you are returning an eligible product because of:
- Change of mind;
- Personal preference;
- Incorrect size, color, style, or option selected by you;
- Another reason unrelated to a defect or fulfillment error;
you are generally responsible for the return shipping cost.
The amount of return shipping will depend on the carrier and shipping method used.
Damaged, Defective, Incorrect, or Missing Products
If your order arrives:
- Damaged;
- Defective;
- Incorrect;
- Missing an item or component;
- Materially different from the product description;
please contact:
Provide your order number and supporting photos or videos where appropriate.
After reviewing the issue, we may offer an appropriate resolution, which may include:
- A replacement;
- A refund;
- An authorized return;
- Another suitable solution.
If the issue results from a product defect or an error in fulfillment, the customer will not be responsible for reasonable additional return shipping costs required to resolve that issue.
Incorrect Product Received
If you receive a product that does not match your order, please contact us as soon as possible.
Please provide:
- Order number;
- Description of the product received;
- Photos where applicable.
We will review the order details and provide the appropriate resolution.
Missing Items
If part of your order appears to be missing, please note that some orders may be shipped in separate packages.
If you have confirmed that an item is missing, contact:
with your order number and relevant information.
Our team will review the fulfillment details and assist you.
Restocking Fees
Veloviita does not charge a restocking fee for eligible returns made according to this policy.
Order Cancellation
If you wish to cancel an order, contact us as soon as possible after placing it.
Cancellation requests should be submitted before:
The order enters processing.
To request cancellation, email:
and include your order number.
Once an order has entered processing, fulfillment preparation, or shipment arrangements, cancellation can no longer be guaranteed.
If the order has already been dispatched, it will generally need to follow the standard return process after delivery.
If an eligible cancellation is successfully completed before processing begins, any applicable refund will be issued to the original payment method.
Order Changes
If you need to modify an order, such as changing:
- Product options;
- Quantity;
- Shipping details;
- Contact information;
please contact us as quickly as possible.
Changes can only be considered before the order enters processing.
Once fulfillment preparation has begun, we may not be able to modify the order.
Return Inspection
Once an authorized return reaches the designated return location, the returned product may be inspected to confirm that it meets the applicable return requirements.
After the review is completed, we will notify you regarding the status of your refund.
If the refund is approved, it will normally be issued to:
The original payment method used for the order.
Refund Processing Time
Approved refunds are generally processed within:
5–10 business days after the returned product has been received and inspected.
After we issue a refund, your bank, credit card issuer, or payment provider may require additional time to post the funds to your account.
Processing times imposed by financial institutions are outside Veloviita's direct control.
Refunds for Cancelled Orders
If an order is successfully cancelled before processing and payment has already been collected, the applicable refund will normally be issued to the original payment method.
The time required for the funds to appear in your account may depend on your bank or payment provider.
Late or Missing Refunds
If you have been informed that a refund was issued but you have not yet received the funds, we recommend that you:
- Check your bank or payment account again.
- Contact your credit card company or payment provider.
- Ask whether the refund is still pending or being processed.
If you still require assistance, contact:
Please provide your order number and relevant refund information.
Shipping Charges and Refunds
For customer-preference returns, original shipping charges and return shipping costs may not be refundable unless otherwise required by applicable law.
Where a return results from a verified product defect, incorrect shipment, or another error attributable to fulfillment, we will provide an appropriate resolution based on the circumstances.
Refused or Undeliverable Packages
If a package is returned because the customer:
- Provided an incorrect or incomplete address;
- Refused delivery without prior authorization;
- Failed to collect the package where carrier collection was required;
please contact our customer support team.
We will review the circumstances and determine the appropriate next step.
Any applicable costs or refund treatment will depend on the reason for the failed delivery and applicable consumer protection requirements.
Consumer Rights
Nothing in this Return & Refund Policy is intended to remove, limit, or reduce rights that customers may have under applicable consumer protection laws.
Where mandatory law provides additional rights or remedies, those protections will continue to apply.
Customer Support
If you need assistance regarding:
- Return requests;
- Refund status;
- Damaged or defective items;
- Incorrect products;
- Missing items;
- Order cancellations;
- Other after-sales issues;
please contact us.
Customer Support Email:
service@veloviita.com
Customer Support Hotline:
0516-85602177
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
For order-related requests, please include your order number and a clear explanation of the issue so our team can review your request efficiently.
Business Information
Brand Name:
Veloviita
Legal Company Name:
Xuzhou Paqubao E-commerce Co., Ltd.
Website:
veloviita.com
Business Address:
Room 1-0005, Building 16, Zone C, Lushan Rongjun, Huohua Subdistrict, Quanshan District, Xuzhou City, Jiangsu Province, P.R.China
Customer Support Email:
service@veloviita.com
Customer Support Hotline:
0516-85602177
Customer Service Hours:
Monday–Friday, 9:00 AM–6:00 PM PDT
Veloviita is owned and operated by Xuzhou Paqubao E-commerce Co., Ltd.