Return & Refund Policy
At Velrioxa, your satisfaction is our priority. We are committed to providing a clear and transparent return process so every customer interaction with our brand is handled with fairness and professionalism.
1. Eligibility for Returns
We offer a 30-day return window, which means you can request a return within 30 days of receiving your package.
To be eligible for a return, the item must meet the following conditions:
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The item must be in the same condition that you received it
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The item must be unused and include all original tags, manuals, and accessories
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The item must be returned in its original packaging
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A receipt or proof of purchase must be provided
2. The Return Process
To initiate a return request, please contact our support team:
Once your return request is reviewed:
Authorized Returns
If approved, we will provide detailed instructions on how and where to send your return package.
Unauthorized Returns
Items returned without prior authorization will not be accepted or processed for refunds.
3. Allocation of Shipping Costs
Quality-Related Issues
If the return is due to our error (such as receiving a defective, damaged, or incorrect item), Velrioxa will cover the return shipping costs.
Customer Preference
If the return is requested due to personal preference or change of mind, the customer is responsible for return shipping costs.
Please note that original shipping fees are non-refundable.
4. Inspection of Damages and Issues
We recommend inspecting your order immediately after delivery.
If your item is:
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damaged
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defective
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incorrect
please contact us as soon as possible at:
We will evaluate the issue and arrange an appropriate resolution such as a replacement or refund.
5. Non-Returnable Items
Certain types of items cannot be returned, including:
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Customized or personalized items
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Gift cards
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Items marked as “Final Sale”
If you have questions about a specific item, please contact us before requesting a return.
6. European Union 14-Day Cooling-Off Period
For customers located in the European Union, you have the right to cancel or return your order within 14 days of receiving the item, without providing a reason.
Returned items must still meet the requirements of being unused and in original packaging.
7. Refund Processing
Once we receive and inspect your returned item, we will notify you of the approval status of your refund.
Approved Refunds
If approved, your refund will be issued to your original payment method.
Processing Time
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Internal processing: up to 10 business days
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Bank processing time: 3-5 business days
Processing time may vary depending on your financial institution.
8. Dispute Resolution
Your satisfaction is important to us. If you have any concerns about your order, we encourage you to contact our support team first.
We aim to respond to all inquiries within 48 hours and will work with you to reach a fair resolution.
Contact us at:
Corporate Information
Store Name
Velrioxa
Company Name
Brosis (HK) Ltd
Office Address
Unit 1505, 15/F, Workingport Commercial Building
3 Hau Fook Street
Tsim Sha Tsui, Kowloon
Hong Kong
Support Email
support@velrioxa.com
Support Phone
+1 (424) 286-9147