Return & Refund Policy
Last Updated: September 7, 2026
At Velanorra, we aim to make our return, cancellation, and refund procedures clear and easy to understand.
Velanorra is owned and operated by Shenzhen Yunduan Youxuan Technology Co., Ltd.
This policy explains when an item may qualify for return, how to submit a return request, responsibility for return shipping costs, how cancellation requests are handled, and when approved refunds are processed.
Return Window
Eligible products may be returned within 14 calendar days from the date of delivery.
Return requests submitted after this 14-day period may not qualify for a standard return unless additional rights are provided by applicable law.
Return Requirements
For a standard return, the product should generally:
- Be unused and remain in its original condition;
- Include its original packaging and accessories, where applicable; and
- Be accompanied by valid proof of purchase or sufficient order information.
Products that arrive damaged, defective, incomplete, incorrect, or materially different from the description provided at the time of purchase will be handled under the applicable provisions below.
How to Start a Return
Before sending any item back, please contact our customer support team:
Customer Support Email:
service@velanorra.com
When submitting a return request, please provide:
- Your order number;
- The product you wish to return;
- A brief explanation of the reason for the return; and
- Relevant photographs or videos where appropriate, particularly for damaged, defective, incomplete, or incorrect items.
Once we have reviewed your request, our customer service team will provide the appropriate return authorization and return instructions.
Please do not send any product back before receiving return authorization and instructions from us.
Return Address
The approved return destination may be different from our registered business address.
After your return request has been reviewed and approved, our customer support team will provide or confirm the appropriate return warehouse address together with any relevant shipping instructions.
Please do not send returns directly to our registered business address unless our customer support team specifically instructs you to do so.
Products sent to an unauthorized address may not be properly received or processed.
Return Shipping Costs
Returns Based on Customer Preference
For an eligible return requested because of:
- A change of mind;
- Personal preference;
- An incorrect product, size, color, style, or variation selected by the customer; or
- Another reason unrelated to a product defect or fulfillment error,
the customer is responsible for the applicable return shipping costs.
The actual return shipping charge will depend on factors such as the carrier and shipping service selected.
Damaged, Defective, Incomplete, or Incorrect Items
If your order arrives damaged, defective, incomplete, incorrect, or materially different from its product description, please contact:
To help us investigate, we may request:
- Your order number;
- A description of the issue;
- Clear photographs; or
- Videos showing the relevant problem.
After reviewing the information provided, we will offer an appropriate resolution based on the circumstances.
Possible resolutions may include:
- A replacement;
- A refund;
- An authorized return; or
- Another appropriate solution.
If the issue results from a qualifying product defect or an error in our fulfillment process, you will not be responsible for reasonable additional return shipping costs required to resolve the issue.
Restocking Fees
We do not charge a restocking fee for products that qualify for return under this policy.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Cancellation requests should be submitted before the order enters processing.
Once order processing or shipment preparation has started, we cannot guarantee that cancellation will still be possible.
Orders that have already been dispatched generally cannot be cancelled and may instead need to follow the applicable return procedure after delivery.
To request a cancellation, contact:
Please include your order number and clearly state that you are requesting cancellation.
If an eligible cancellation is successfully completed before processing begins, the applicable refund will be issued to the original payment method.
Inspection of Returned Products
After an authorized return has been received, we will review the returned product to confirm that it meets the applicable return requirements.
Once the review is complete, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method used for the purchase.
Refund Processing Time
Approved refunds are generally processed within 5–10 business days after the returned item has been received and inspected.
After we issue the refund, additional time may be required by your bank, credit card issuer, or payment service provider before the refunded amount appears in your account.
Any additional posting or processing time required by the applicable financial institution or payment provider is outside our direct control.
Late or Missing Refunds
If you have received confirmation that a refund was approved but the funds have not appeared after the expected processing period, we recommend:
- Checking your bank or payment account again;
- Contacting your credit card issuer or payment provider to determine whether the refund is still pending; and
- Contacting your bank, as additional posting time may apply.
If you still require assistance, please contact:
Please include:
- Your order number; and
- Any relevant refund or payment information.
Our customer service team will review the available information and assist with the appropriate next step.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, waive, restrict, or reduce any consumer right or remedy that cannot legally be excluded or limited.
Where applicable law provides additional mandatory protections, those rights will continue to apply.
Customer Support
For questions regarding returns, refunds, cancellations, damaged or defective items, missing products, or incorrect orders, please contact:
Customer Support Email:
service@velanorra.com
Business Phone:
+86 755-2101-2250
Customer Service Hours:
9:00 AM–6:00 PM PDT
When contacting us about an existing order, please include your order number and a brief description of the issue.
Business Information
Brand Name:
Velanorra
Legal Company Name:
Shenzhen Yunduan Youxuan Technology Co., Ltd.
Website:
velanorra.com
Business Address:
Room 602, Environmental Protection Building, No. 4186 Longhua Renmin Road, Jinglong Community, Longhua Sub-district, Longhua District, Shenzhen, China
Customer Support Email:
service@velanorra.com
Business Phone:
+86 755-2101-2250
Customer Service Hours:
9:00 AM–6:00 PM PDT
Velanorra is owned and operated by Shenzhen Yunduan Youxuan Technology Co., Ltd.