Return and Refund Policy

At Velmoss, we want you to be completely satisfied with your purchase. This Return and Refund Policy outlines the conditions under which you can return products and receive refunds. We offer a 30-day return period from the date of delivery.

Return Eligibility

To be eligible for a return, your item must meet the following conditions:

• The item must be in its original condition, unused and unworn.
• The item must be in its original packaging with all accessories and manuals included.
• The return must be initiated within 30 days of the delivery date.
• The item must not be a final sale or clearance item.
• The product serial number must match the original order.

How to Initiate a Return

To start a return, please follow these steps:

• Contact us at HHBN688@outlook.com with your order number and the reason for your return.
• We will review your request and send you a Return Authorization (RA) number if approved.
• Pack the item securely in its original packaging, including all accessories.
• Write the RA number on the outside of the package.
• Ship the package to the return address provided in your RA email.

Returns without an RA number will not be accepted. Please do not send items back without contacting us first.

Return Shipping Costs

The customer is responsible for return shipping costs unless the item is defective, damaged, or incorrect. If you received a defective or incorrect item, we will cover the return shipping costs by providing a prepaid return label. For returns due to change of mind, the customer is responsible for shipping costs, and original shipping charges are non-refundable.

Refund Process

Once we receive and inspect your returned item, we will send you an email notification. If your return is approved, we will process your refund within 5-7 business days. The refund will be issued to your original payment method. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Refund Amount

The refund amount depends on the reason for the return:

• Defective or incorrect item: Full refund including original shipping costs.
• Change of mind: Refund of the product price only. Original shipping costs are non-refundable.
• Damaged in transit: Full refund or replacement at no additional cost.

Exchanges

If you need to exchange an item for a different size, color, or model, please contact us at HHBN688@outlook.com within 30 days of delivery. Exchanges are subject to product availability. If the requested item is more expensive, you will need to pay the difference. If it is less expensive, we will refund the difference.

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of delivery. Please provide your order number and photos of the damage or defect. We will arrange for a replacement or full refund at no additional cost to you. For defective items under warranty, please refer to our warranty policy.

Order Cancellations

You can cancel your order before it has been shipped. To cancel, contact us at HHBN688@outlook.com as soon as possible. If your order has already been processed and shipped, you will need to follow the return process once you receive the item. Cancellations are processed within 1-2 business days.

Partial Returns

If you return only part of your order (e.g., one item from a multi-item order), the refund will be for the returned item only. Shipping costs from the original order are non-refundable for partial returns.

Non-Returnable Items

Certain items are non-returnable for health and safety reasons:

• Items that have been used, installed, or modified.
• Items missing original packaging, accessories, or manuals.
• Products with removed serial numbers or tampered labels.
• Final sale or clearance items.

Warranty Claims

All Velmoss products come with a 2-year manufacturer warranty. If your product develops a defect within the warranty period, please contact us at HHBN688@outlook.com with your order number and a description of the issue. We will assess the claim and arrange for repair, replacement, or refund as appropriate. Warranty claims are separate from the standard return process.

Refund Method

Refunds are issued to the original payment method used for the purchase. If you paid with PayPal, the refund will be processed through PayPal. If you paid with a credit card, the refund will be issued to the same card. We cannot refund to a different payment method.

International Returns

For international orders, return shipping costs are the responsibility of the customer unless the item is defective or incorrect. All shipping costs are calculated at checkout. Customs duties and taxes paid on the original order are non-refundable. Please mark the return package as “Returned Goods” to avoid additional customs charges.

Contact Us

For any questions about returns or refunds, please contact us at HHBN688@outlook.com. Our customer support team is available Monday through Friday, 9:00 AM to 6:00 PM (GMT+8). We are committed to resolving all return and refund requests fairly and promptly.