Refund Policy

Last updated: August 5, 2026

Thank you for shopping with Velaona. This Refund Policy explains when refunds may be issued, how approved refunds are processed, and when customers can expect to receive their funds.

This policy should be read together with our Returns Policy and Shipping Policy.

1. Refund Eligibility

A refund may be approved when:

• An eligible product is returned in accordance with our Returns Policy;

• A product is verified as damaged, defective, leaking, incomplete, or incorrect;

• A package is confirmed lost in transit;

• An order is cancelled before it enters processing or shipment;

• We are unable to fulfill or ship an order;

• A duplicate or incorrect payment is verified; or

• A refund is required under applicable consumer protection law.

Submitting a request does not automatically guarantee a refund. Each request is reviewed according to the order records, product condition, evidence provided, carrier information, and applicable law.

2. Refund Requests

To request a refund, contact:

Amyperry2783@hotmail.com

Please provide:

• Your full name;

• Your order number;

• The product involved;

• The reason for the request;

• Clear photographs or videos, where applicable; and

• Any other information reasonably required to review the request.

Do not return a product before receiving authorization and the applicable return instructions from the Velaona Support Team.

3. Returned Products

For refunds requiring a physical return, the product must be returned according to our Returns Policy and the instructions provided by the Velaona Support Team.

After an authorized return is received, it will normally be inspected within three to five (3–5) business days.

We will notify you whether the refund has been approved, partially approved, or declined.

Products returned without authorization, sent to an incorrect address, damaged through improper return packaging, or found in a materially different condition may not qualify for a full refund.

4. Refund Processing Time

Once a refund is approved, Velaona will normally initiate it within ten (10) business days.

Refunds are generally issued to the original payment method used for the order.

After we initiate a refund, the bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to display the funds in the customer’s account. Processing time is controlled by the payment provider and may vary.

5. Original Payment Method

Refunds will normally be returned to the original payment method.

If the original payment method is unavailable, expired, closed, or technically unable to receive the refund, please contact us. Any alternative refund method is subject to verification, payment-provider rules, and applicable law.

For security reasons, refunds cannot normally be sent to an unrelated person, account, card, or payment method.

6. Original Shipping Charges

Original shipping charges are generally non-refundable for change-of-mind returns.

Where an entire order is returned under a mandatory statutory cancellation right, any required standard outbound delivery charges will be refunded as required by applicable law. Additional charges for expedited or premium delivery may not be refundable beyond the cost of the standard delivery option.

If the return results from a verified Velaona error, defective product, damaged product, or incorrect product, appropriate shipping charges may also be refunded.

7. Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for return shipping and related carrier costs.

If a return is required because of a verified defect, shipping damage, missing item, or incorrect product, Velaona will provide an appropriate solution and cover reasonable authorized return-related costs.

Customers should not purchase an expensive return service or send a collect-on-delivery package without prior written approval.

8. Customs Duties, VAT, and Import Charges

Customs duties, VAT, import taxes, clearance charges, and other government or carrier fees are not always collected or controlled by Velaona.

Charges paid directly to customs authorities, carriers, brokers, or other third parties may not be refundable by Velaona. Customers may need to contact the relevant authority or service provider to request reimbursement.

If applicable taxes were collected by Velaona during checkout, they will be refunded when and to the extent required by applicable law and payment-processing rules.

9. Partial Refunds

A partial refund may be issued where permitted by law, including when:

• Only part of an order is returned;

• A returned product shows handling beyond what is reasonably necessary to inspect it;

• Accessories, packaging, gifts, or included items are missing;

• A discounted bundle is only partially returned;

• A refund is agreed upon without requiring a physical return; or

• A customer chooses to keep a product with a minor verified issue.

Any deduction will be reasonably related to the affected product, missing items, loss in value, or applicable costs.

10. Damaged, Defective, Missing, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, leaking, incomplete, or different from the item ordered, contact us within seven (7) calendar days after delivery whenever reasonably possible.

Please provide your order number and clear photographs or video of:

• The product and reported issue;

• The outer shipping package;

• The shipping label; and

• All items received in the package.

After verification, we may offer a full refund, partial refund, replacement, reshipment, or another appropriate remedy.

The seven-day reporting request helps us investigate efficiently and does not limit mandatory consumer rights.

11. Lost Packages

A temporary absence of tracking updates does not automatically mean that a package is lost.

If a carrier confirms that an order was lost in transit, Velaona will provide an appropriate remedy, which may include a refund or replacement.

Customers may be required to cooperate with the carrier investigation and provide reasonable supporting information before the claim is completed.

12. Packages Marked as Delivered

If tracking shows that a package was delivered but it cannot be located, customers should first:

• Confirm the shipping address;

• Check the mailbox, entrance, reception area, and safe delivery locations;

• Ask household members, neighbors, reception staff, or building management;

• Contact the local carrier for delivery details; and

• Contact the Velaona Support Team promptly.

We will assist with a reasonable investigation where possible. A refund is not automatically guaranteed when carrier records confirm delivery to the address provided during checkout.

Confirmed carrier error, misdelivery, theft, or other circumstances will be reviewed individually.

13. Order Cancellations

Customers should request cancellation as soon as possible, preferably within twelve (12) hours after placing the order.

A cancellation request is not guaranteed. If an order has already entered processing, fulfillment, or shipment, it may no longer be cancelled.

If we successfully cancel an order before shipment, the applicable payment will be refunded to the original payment method.

If the order has already shipped, the customer may need to wait for delivery and follow the applicable return procedure.

14. Unfulfilled or Delayed Orders

If Velaona cannot fulfill an order, the affected item or order will be cancelled and refunded.

If an order cannot be shipped within the promised period, we may provide the customer with the option to accept a revised shipping estimate or cancel the affected order for a refund.

Nothing in this section limits any right to a prompt refund required by applicable law.

15. Refused or Unclaimed Packages

Refusing a package or failing to collect it does not automatically qualify for a full refund.

If a package is returned because it was refused, unclaimed, subject to unpaid customer-responsible charges, or undeliverable because of incorrect customer information, reasonable shipping, return, customs, and handling costs may be deducted from an approved refund where permitted by law.

Please contact the Velaona Support Team before refusing a package.

16. Promotional Offers, Bundles, and Gifts

Refunds for discounted bundles, promotional orders, or gift-with-purchase offers may be recalculated according to the items retained.

Associated free gifts or promotional products may need to be returned. If they are not returned, their reasonable value may be deducted from the approved refund where permitted by law.

Discount codes and promotional benefits generally have no separate cash value.

17. Late or Missing Refunds

If you have received confirmation that a refund was issued but it has not appeared:

1. Check the original payment account;

2. Contact your bank, card issuer, PayPal, or payment provider;

3. Allow the provider’s stated processing period; and

4. Contact us if the refund still cannot be located.

When contacting us, include your order number and refund confirmation details.

18. Chargebacks and Payment Disputes

We encourage customers to contact the Velaona Support Team before opening a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Opening a dispute does not remove any mandatory consumer right. However, payment providers may control the transaction while a dispute is active, which can affect our ability to issue a separate refund for the same payment.

We may provide order, delivery, communication, tracking, and refund records to the payment provider when responding to a dispute.

19. Consumer Rights

Nothing in this Refund Policy limits or excludes any consumer right or remedy that cannot legally be waived.

Where applicable law provides a mandatory right to cancellation, refund, repair, replacement, or another remedy, Velaona will honor that right.

20. Contact Us

For refund questions, contact:

Velaona
Operated by: Velaona Support Team
Email: Amyperry2783@hotmail.com
Business address: 5142 N Academy Blvd, Colorado Springs, CO 80918, United States

Please include your order number in all refund-related communications.