Return & Refund Policy

Eligible products may be returned within 30 calendar days from the date of delivery, subject to the conditions described in this policy.

To qualify for a return, the product generally must:

• Be unused and in substantially the same condition in which it was received
• Be free from damage caused after delivery
• Include original components, accessories, and parts where applicable
• Be returned with original packaging where reasonably possible
• Include proof of purchase or the relevant order information

We reserve the right to review the condition of returned items before approving a refund.

Before returning an item, please contact our customer support team at service@velunes.com.

Please provide:

• Your full name
• Your order number
• The item you wish to return
• The reason for the return
• Photos where relevant

Our customer support team will review the request and provide available return instructions where applicable.

Return Address:
CHOI HOP HONG COMPANY LIMITED
G/F 34 BONHAM STRAND W
HONG KONG

Once your return is approved, send the item to the company address above and follow the instructions provided by VELUNES customer support.

Keep a copy of the return instructions and your parcel tracking details for reference.

Certain products may not be eligible for return except where required by applicable law or where the item arrives damaged, defective, or incorrectly supplied.

Non-returnable items may include:

• Customized or personalized products
• Items clearly marked as final sale
• Gift cards
• Items that have been used, altered, or damaged after delivery
• Items returned without essential components or parts
• Products outside the applicable return period

Where a product-specific return condition applies, the relevant product page or promotional terms may provide additional information.

We ask customers to inspect their order after delivery.

If an item arrives damaged or appears defective, please contact us preferably within 7 calendar days of delivery so that we can review the issue promptly.

Please include:

• Your order number
• A description of the problem
• Clear photographs of the damaged or defective item
• Photographs of the outer and inner packaging where relevant
• Photographs of the shipping label where requested

Please retain the item and its packaging while your claim is being reviewed.

Depending on the circumstances, an appropriate resolution may include replacement, refund, partial refund, or another solution permitted under applicable law and our policies.

If you receive an item that does not match the product ordered, please contact us as soon as possible.

Include your order number and clear photographs showing the item received.

Once the issue has been reviewed, our customer support team will provide appropriate instructions.

Many VELUNES products feature decorative finishes, organic textures, stone-inspired patterns, marble-style veining, sculptural surfaces, or other visual details that may vary slightly from product photographs.

Minor variations in color, texture, pattern placement, surface detail, or finish may occur due to manufacturing processes, material characteristics, photography, lighting, and screen settings.

Such reasonable variations are generally considered part of the decorative character of the product and do not automatically indicate that an item is defective.

Unless the return results from an item that is confirmed to have arrived damaged, defective, or incorrectly supplied, return shipping costs are generally the responsibility of the customer.

Original shipping charges are generally non-refundable unless required by applicable law or otherwise confirmed by VELUNES.

Customers should follow the return instructions provided by our support team and, where appropriate, use a trackable shipping method.

VELUNES is not responsible for a return shipment that is sent to an incorrect location or that cannot be verified as delivered to the designated return destination.

Returned products may be inspected after they are received.

We may verify the item's condition, packaging, included components, and whether it complies with the return eligibility requirements described in this policy.

If a returned product shows signs of use, damage, alteration, missing components, or other conditions inconsistent with the approved return request, the refund may be reduced or refused where permitted by applicable law.

If a return is approved, the applicable refund will generally be issued to the original payment method used for the purchase.

Once a refund has been issued by VELUNES, banks, credit card companies, and payment providers may require additional processing time before the credit appears in your account.

Refund processing by financial institutions commonly takes approximately 5–10 business days, although the actual timing may vary depending on the provider.

In certain circumstances, a partial refund may be considered where permitted by applicable law.

Examples may include items returned with missing components, products showing damage not caused by VELUNES or the carrier, or other situations where the product is no longer in its original returnable condition.

Direct exchanges may not always be available.

If you would like a different item, size, color, or variation, please contact customer support to determine the options available for your order.

Where direct exchange is not available, you may need to return the eligible item and place a separate order for the desired product.

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

We will make reasonable efforts to assist; however, cancellation cannot be guaranteed once an order has entered processing, fulfillment, or shipment.

If an order can no longer be cancelled, the applicable return procedure may be available after delivery.

Orders that are refused, left unclaimed, or returned because of incomplete or incorrect customer-provided delivery information may require additional review.

Any refund, reshipment, shipping deduction, or other resolution will depend on the circumstances of the returned parcel and applicable law.

If we have confirmed that a refund has been issued but it has not yet appeared in your account, please allow your bank or payment provider sufficient processing time.

You may also wish to contact your card issuer or financial institution directly.

If the expected processing period has passed and your financial institution cannot locate the refund, contact us at service@velunes.com.

Nothing in this policy is intended to exclude, restrict, or modify any mandatory consumer rights that cannot lawfully be excluded under applicable law.

Where applicable consumer protection law provides rights that are more favorable than the terms described in this policy, those mandatory rights will apply.

VELUNES may update this Return & Refund Policy from time to time to reflect changes in our business practices, operational requirements, customer service procedures, or applicable legal requirements.

When this policy is revised, the updated version will be published on this page together with the applicable “Last Updated” date.