Return Policy

At Velanr, we want every user to feel satisfied with their choice. We understand that when shopping online for home and home appliance products, there may sometimes be a need to request a return or exchange due to size, specifications, changes in usage needs, or other reasons. To help you clearly understand the relevant arrangements when needed, we have established this Return Policy, which explains the applicable conditions, time requirements, operating procedures, and matters needing attention. Please read this page carefully before submitting a request so that the relevant process can be completed more smoothly.

This Return Policy applies to relevant products purchased through www.velanr.com. Different products may be subject to different return or exchange requirements depending on their category, nature, packaging condition, or usage conditions. Before submitting a request, you may first confirm whether the product you purchased falls within the returnable scope and whether it is still within the applicable time frame. If you have questions about whether a specific product is eligible, you can contact us at customer@velanr.com, and we will provide an explanation within a reasonable scope.

I. Basic Conditions for Returns and Exchanges

To protect the rights and interests of both parties, applying for a return or exchange generally requires meeting the following basic conditions:

  1. Application Time
    Generally, you need to submit a return or exchange request within the specified time after receiving the product. Requests submitted beyond that time frame may not be accepted. The specific time frame is subject to the policy statement applicable at the time of purchase or the information on the order page. If you are unable to apply in time due to special circumstances, we suggest that you explain the situation to us at customer@velanr.com as soon as possible, and we will make a judgment based on the actual situation.

  2. Product Condition
    Products for which a return or exchange is requested should remain in the basic condition in which they were received. Products should not have been subjected to improper use, damage, modification, or handling that affects resale. For home appliance products, if they have already been installed, used, or connected to power, this may affect the acceptance of a return or exchange, and the specific determination depends on the nature of the product and the actual situation.

  3. Packaging and Accessories
    When returning or exchanging, it is recommended to return the product together with the original packaging, accessories, manuals, gifts (if any), and related accompanying items. Complete packaging and accessories help us complete inspection and processing more quickly. If some packaging or accessories are missing, this may affect the outcome or extend the processing time.

  4. Proof Information
    When applying, necessary purchase proof or order information is usually required so that we can verify the product source and purchase record. Please ensure that the information you provide is accurate and clear, to avoid delays caused by mismatched information.

  5. Product Nature Restrictions
    Certain products may not be eligible for return or exchange due to hygiene, safety, sealing, or other special reasons. For example, opened personal care items, used consumable products, or items explicitly marked as non-returnable. The specific terms are subject to the product page description or the terms applicable at the time of purchase.

  6. Non-Quality Issues
    If the reason for return is not a quality issue with the product itself, but rather personal preference, unsuitable size, duplicate purchase, changed needs, or similar reasons, an application can generally still be made within the specified time, but the above requirements regarding product condition, packaging, and accessories may need to be met. Whether it is accepted and the related arrangements shall be determined according to the actual situation.

  7. Quality Issues
    If the product is damaged, has functional abnormalities, clearly does not match the description, or has other quality issues, please contact us at customer@velanr.com as soon as possible after discovery, and provide necessary explanations and materials such as images so that we can verify the situation and provide a corresponding solution.

II. Circumstances That May Affect Returns or Exchanges

To help you judge more clearly, the following circumstances may affect the acceptance of a return or exchange:

  • Exceeding the specified application time;

  • The product has been improperly used, damaged, modified, or is missing key accessories;

  • The product packaging, labels, serial numbers, etc. have been removed or damaged, affecting verification and resale;

  • Failure to provide necessary order information or purchase proof as required;

  • The product falls within a scope explicitly marked as non-returnable or non-exchangeable;

  • Damage, loss, or improper use caused by the user;

  • Other circumstances that do not comply with this policy or the terms applicable at the time of purchase.

If you are unsure whether your situation falls within the eligible scope, we suggest that you first explain the specific situation to us at customer@velanr.com, rather than sending the product back directly. Sending it back directly without confirmation may result in the product not being correctly identified, delayed processing, or even unnecessary transportation risks.

III. Return Process Guide

To help you complete the return process more clearly, we suggest following these steps:

Step 1: Confirm Whether the Application Conditions Are Met
Before applying, please first check the purchase time, product condition, packaging and accessories, and whether it falls within the returnable scope. If you are unsure, you can first consult us at customer@velanr.com, explaining the order information and the reason for return.

Step 2: Submit a Return Request
Please submit a return request through customer@velanr.com. In your email, it is recommended to include the following:

  • Order information or purchase proof;

  • Product name or related information;

  • The specific reason for the return or exchange;

  • A brief description of the product's current condition;

  • Relevant images or materials if needed.

Clear explanations help us understand your situation faster and provide corresponding guidance.

Step 3: Wait for Confirmation and Guidance
After receiving your request, we will conduct a preliminary verification based on the information you provide and inform you whether it meets the application conditions, what additional information is needed, and the subsequent operation method. Please do not send the product back on your own before receiving confirmation, to avoid identification failure or processing delays.

Step 4: Prepare the Product for Return
After confirmation that the return is possible, please prepare the product according to the guidance we provide. It is recommended to use appropriate packaging materials to ensure the product is fully protected during transportation. Please organize the product, accessories, packaging, and related accompanying items together to avoid omissions.

Step 5: Send the Product Back
Please send the product to the designated address according to the confirmed guidance. Please note that the company address, Conyngham Road, Manchester, England, is not a return address. Please do not send the product to that address. The specific return address will be provided separately after your request is confirmed. When sending it back, it is recommended to keep the logistics receipt for subsequent tracking.

Step 6: Inspection and Processing
After receiving the returned product, we will conduct necessary inspection and verification. If the product meets the return or exchange conditions, we will proceed with the subsequent processing according to the confirmed plan. If the product condition does not meet the requirements, accessories are missing, or other issues are found, we may further communicate with you through customer@velanr.com.

Step 7: Completion of Processing
After inspection is passed, the relevant processing will be carried out in the confirmed manner. The specific time may vary depending on factors such as product category, transportation conditions, and inspection arrangements. If you have not received further news after a period of time, you can follow up through customer@velanr.com.

IV. Exchange Instructions

If you wish to exchange rather than return, the process is basically the same as a return. You need to first submit an exchange request through customer@velanr.com, explaining the product you wish to exchange for or the reason. We will make a judgment based on inventory, product nature, and actual conditions, and inform you whether an exchange can be made and the subsequent operation method. Exchanges also need to meet the basic conditions regarding product condition, packaging and accessories, and time requirements. If an exchange cannot be arranged, we may communicate with you about other feasible options.

V. Shipping and Related Costs

Shipping and related costs involved in returns or exchanges shall be determined according to the specific situation. If it is due to a product quality issue or a reason on our side, we will provide corresponding arrangements based on the actual situation. If the return or exchange is due to personal reasons, the related shipping costs may need to be borne by you. The specific arrangement will be explained according to the actual situation when you apply. Please confirm the related cost arrangement before sending the product back, to avoid unnecessary misunderstandings.

VI. Refund Instructions

If the return request passes inspection, the relevant refund will be processed in the confirmed manner. The refund time may vary depending on the payment method, processing procedures, and external factors. If you still have not received the refund after a reasonable period of time, you can contact us at customer@velanr.com, and we will assist with the inquiry. Please note that the specific refund arrangement is subject to the information confirmed at the time of your application.

VII. Matters Needing Attention

  • Please read this policy carefully before applying and confirm whether the product meets the conditions;

  • Without confirmation, please do not send the product to any address on your own, especially do not send it to the company address, Conyngham Road, Manchester, England;

  • When sending it back, please pack it properly to avoid damage during transportation;

  • It is recommended to keep logistics receipts and related communication records;

  • If you have questions about the policy content or the application process, you can consult us at customer@velanr.com;

  • This policy may be updated according to actual circumstances, and the specific terms applicable at the time of purchase and the information confirmed at the time of application shall prevail.

We hope that through clear policy explanations, the return and exchange process can be as smooth and transparent as possible. The company behind Velanr is USEEMALL LTD. We value the building of long-term trust in brand operations and will take every reasonable request from users seriously. If you encounter anything unclear during the application process, you are welcome to communicate with us at customer@velanr.com. Thank you for choosing Velanr, and thank you for your understanding and cooperation.