Return Policy

At VELOQIAO, we want every customer to have a clear, simple, and reliable return experience.

This Return & Refund Policy applies to eligible purchases made through veloqiao.com.

Before returning any product, please contact our customer support team first so we can review your request, confirm eligibility, and provide the correct return instructions.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before sending any product back, please contact our customer support team at:

service@veloqiao.com

Our team will review your request, confirm whether the return meets the applicable requirements, and provide return instructions where appropriate.

Please do not send products back without contacting us first.

Products returned without prior communication or sent to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:

  • Unused or in like-new condition
  • Free from customer-caused damage
  • Unaltered
  • Returned with all original components
  • Returned with included protective materials where reasonably possible
  • Returned with product packaging where available
  • Returned with product inserts or care instructions where included

Proof of purchase, such as an order number or order confirmation, may be required.

Because VELOQIAO products include delicate glass materials, textured surfaces, decorative patterns, and carefully designed structures, returned products should be packaged securely to reduce the risk of damage during transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of:

  • Excessive use
  • Improper handling
  • Customer-caused cracks, chips, scratches, or breakage
  • Unauthorized repair
  • Modification
  • Missing components or packaging materials
  • Damage caused by improper cleaning, storage, or use

For glass home decor products, return eligibility may depend on the condition of the product after opening and handling, subject to applicable laws and product-specific return conditions.

Where a product has experienced a material loss in value due to handling beyond what is reasonably necessary to inspect the product, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:

  • Personalized or customized products
  • Gift cards
  • Products clearly marked as final sale
  • Products damaged through misuse or improper handling
  • Products modified or repaired without authorization
  • Products missing significant components because of customer handling
  • Other products expressly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your VELOQIAO order promptly after delivery.

This is especially important for delicate glass products such as:

  • Glacier Glass Vases
  • Flared Pattern Glass Vases
  • Ribbed Glass Cylinder Vases
  • Decorative glass home products
  • Products with special textures or finishes

If your order arrives:

  • Broken
  • Cracked
  • Chipped
  • Scratched
  • Damaged
  • Defective
  • Incorrect
  • Missing components
  • Incomplete

Please contact us as soon as reasonably possible.

To help us review the issue, please provide:

  • Your order number
  • Product name
  • Clear photographs of the product
  • Photographs of the inner protective packaging
  • Photographs of the outer shipping package
  • A photograph of the shipping label where available
  • A short video demonstrating the issue where relevant

After reviewing the information provided, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer laws.

6. Basic Product Checks Before Return

For certain product concerns, our customer support team may first provide reasonable product checks or guidance before a return is approved.

For VELOQIAO glass vase products, these checks may include:

  • Confirming whether the product was installed, positioned, or used correctly
  • Checking whether the product damage occurred during transportation
  • Reviewing photographs of the product condition
  • Confirming whether packaging materials were used correctly
  • Reviewing product information and care instructions
  • Determining whether the issue relates to natural glass characteristics or actual product damage

For Glacier Glass Vases, Flared Pattern Glass Vases, Ribbed Glass Cylinder Vases, or other decorative glass products, we may request photographs or additional information to better understand the condition of the product.

You are not required to continue using any product that appears cracked, broken, unsafe, or unsuitable for continued use.

7. Return Shipping Costs

For preference-based returns, including:

  • Change of mind
  • Incorrect product selection by the customer
  • No longer wanting the product
  • Product not matching personal decoration preferences
  • Other reasons not caused by an error on our part

Customers are generally responsible for return shipping costs where permitted by applicable law.

If VELOQIAO confirms that a product was:

  • Damaged during delivery
  • Defective
  • Incorrectly supplied
  • Incomplete
  • Otherwise eligible for seller-paid return costs under applicable law

We will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless:

  • Otherwise expressly stated by VELOQIAO
  • The return results from an error on our part
  • The product was defective, damaged, or incorrectly supplied
  • Applicable law requires reimbursement

9. Return Address

Return addresses may vary depending on:

  • Product type
  • Fulfillment location
  • Customer destination
  • Warehouse location
  • Logistics arrangements
  • Nature of the return

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your return request has been reviewed and approved.

10. Return Packaging

VELOQIAO products may include delicate glass surfaces, decorative textures, shaped structures, transparent finishes, or other fragile design details.

Customers should package returned products carefully to reduce the risk of damage during return transportation.

Where reasonably possible, please include:

  • The main product
  • Original protective materials
  • Original product packaging
  • Product inserts or instructions
  • Included accessories where applicable
  • Other items originally included with the order

Glass products should be securely protected against movement, impact, pressure, or breakage inside the package.

Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.

11. Missing Accessories or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components or materials originally supplied with the order.

Examples may include:

  • Protective packaging materials
  • Product inserts
  • Included accessories
  • Additional decorative components
  • Other items supplied with the product

Any deduction will be based on the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm:

  • Product identity
  • Return eligibility
  • Product condition
  • Reason for return
  • Included packaging and components
  • Condition of glass surfaces, textures, finishes, and decorative details

Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once VELOQIAO issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

Processing times vary and are controlled by the relevant financial institution or payment provider.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:

  • Missing components
  • Missing protective packaging
  • Excessive use
  • Customer-caused scratches, cracks, chips, or breakage
  • Unauthorized modification
  • Unauthorized repair
  • Improper cleaning
  • Improper storage
  • Damage caused after delivery

Any deduction will be assessed based on the individual circumstances of the return and applicable legal requirements.

15. Exchanges

Exchange availability depends on current product availability and inventory.

Because VELOQIAO products may be offered in different:

  • Shapes
  • Sizes
  • Glass textures
  • Finishes
  • Colors
  • Design styles
  • Product variations

The preferred replacement product may not always be available.

Where direct exchanges are unavailable, the most efficient option may be to:

  • Request a return for the eligible original product
  • Complete the approved return process
  • Place a new order for the preferred product

Please contact customer support before returning a product for exchange.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

Email:
service@veloqiao.com

We will make reasonable efforts to assist before fulfillment begins.

However, we cannot guarantee cancellation once the order has entered:

  • Processing
  • Picking or packing
  • Protective packaging preparation
  • Fulfillment
  • Shipping preparation
  • Dispatch

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution may require additional processing time before the refund appears in your account.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:

  • Shipment status
  • Carrier information
  • Shipping charges
  • Product condition
  • Return eligibility
  • Other relevant circumstances

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.

19. International Returns

International returns may involve additional:

  • Shipping costs
  • Customs procedures
  • Carrier requirements
  • Documentation
  • Transit time

Because VELOQIAO products include fragile glass materials, returned products may require additional protective packaging for international transportation.

Please contact us before sending any international return.

VELOQIAO is not responsible for unnecessary customs charges or shipping expenses caused by returns sent without following the provided instructions, except where responsibility cannot legally be excluded.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to:

  • Defective products
  • Product conformity
  • Damaged products
  • Repairs
  • Replacements
  • Returns
  • Refunds
  • Cancellation or withdrawal rights

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:

Brand:
VELOQIAO

Website:
veloqiao.com

Legal Entity:
Shenzhen Chuangzhizhi Network Technology Co., Ltd.

Registered Address:
Room 1112E7, Yaohua Chuangjian Building,
No. 6023 Shennan Avenue,
Tian'an Community, Shatou Subdistrict,
Futian District, Shenzhen, China

Unified Social Credit Code:
91440300MAEFP56T15

Customer Support Email:
service@veloqiao.com

Customer Support Phone:
+86 18037715583

For order-related inquiries, please include your order number and the email address used at checkout so that we can assist you more efficiently.

For damaged glass products, cracked surfaces, transportation damage, or other delicate-product concerns, please include clear photographs of the product and packaging to help us review the situation more quickly.

Please do not send complete credit card information, CVV/security codes, or account passwords by email.

veloqiao.com is operated by Shenzhen Chuangzhizhi Network Technology Co., Ltd. The company is responsible for the operation of the online store, customer service, order coordination, product management, and related e-commerce activities.

Thank you for choosing VELOQIAO.

VELOQIAO — Elegant Glass Designs For Everyday Spaces.