Return & Refund Policy

At Velnaric, we place great importance on customer satisfaction. If your purchase does not arrive in the condition you expected or you are not completely satisfied with your order, our support team is available to help.

1. Return Eligibility & Timeframe

We offer a 30-day return window, which allows you to submit a return request within 30 days after your order has been delivered.

To be eligible for a return:

  • The item must be unused and remain in the condition in which you originally received it

  • The product must include its original packaging, tags, and any accessories that came with it

  • You must provide valid proof of purchase, such as your order confirmation or receipt

2. How to Start a Return

To begin a return request, please contact us at:
support@velnaric.com

If your return request is approved:

  • We will provide you with a return shipping label

  • We will send instructions explaining where and how the package should be returned

Important:
Any return sent to us without receiving prior approval will not be accepted.

3. Damages, Defects & Incorrect Items

Please inspect your package and products carefully once your order has been delivered.

If an item arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at
support@velnaric.com so our team can evaluate the issue and work toward an appropriate solution promptly.

4. Exceptions / Non-Returnable Items

The following categories of products are not eligible for return:

  • Perishable goods (if applicable)

  • Made-to-order or personalized products

  • Personal care or hygiene-related merchandise

  • Original shipping fees paid at checkout

We are also unable to accept returns for:

  • Discounted or clearance items

  • Gift cards

If you are unsure whether a specific item qualifies for a return, please contact us before submitting your request.

5. Exchanges

We do not offer direct product exchanges.

The fastest way to receive a different item is to:

  1. Return the original item after your return request has been approved

  2. Place a new and separate order for the product you would like instead

This approach helps reduce unnecessary delays with order handling and delivery.

6. European Union – 14-Day Cooling-Off Period

If your order is delivered within a European Union country, you have the right to cancel or return your purchase within 14 days without providing a reason.

Products returned under this right must:

  • Be unused and remain in their original condition

  • Include all original packaging and tags

  • Be accompanied by valid proof of purchase

7. Refunds

Once your returned product has been delivered to us and inspected:

  • We will inform you whether the refund request has been approved or declined

  • If approved, the refund will be issued back to your original payment method within 10 business days

Please note:

  • Your bank or credit card provider may need additional time to process and display the refund

  • If more than 15 business days have passed since your refund was approved and the funds have not appeared, please contact us at support@velnaric.com

8. Refused Shipments & Dispute Resolution

If you need to cancel an order or request a refund, please contact us promptly at
support@velnaric.com.

We encourage you to contact our support team before initiating a chargeback through your bank, as opening a payment dispute may considerably increase the time required to resolve the issue. Our goal is to handle legitimate concerns directly, fairly, and as efficiently as possible.

9. Late or Missing Refunds

If an approved refund has not yet appeared in your account:

  1. Check your bank account again

  2. Contact your credit card issuer, since refund posting times can vary

  3. Contact your bank to determine whether the refund is still being processed

If you have completed these steps and the refund still has not been received, please contact us at support@velnaric.com

10. Return Address

You must obtain a return shipping label from us before returning any item.

APTILUX HONG KONG LIMITED
2/F, TOWER 1 TERN CENTRE, 237 QUEEN'S ROAD CENTRAL, SHEUNG WAN, HONG KONG