Refund and Returns Policy

At Velumira, your satisfaction is our top priority. Recognizing the personal and sensitive nature of our products, our refund and return policies are carefully designed. They aim to balance meeting your needs with our firm commitment to maintaining high hygiene and product integrity standards. Please review the following policy thoroughly to understand the procedures for refunds, returns, and exchanges.

Online shopping from home offers great convenience, but with our wide range of products, choosing can be challenging. To help you decide, we provide high-resolution photos and detailed manufacturer-provided product descriptions. Be aware that product colors may slightly differ due to lighting during photography or your monitor settings. We encourage you to research products thoroughly before buying.

Due to the personal and intimate nature of our items, not all products are eligible for refunds. For health and hygiene reasons, we don’t accept returns of opened toys, even if unused. We apologize for any inconvenience, but our goal is to ensure every customer gets an original, unopened product. Thus, we have a strict return policy. Velumira has the sole right to decide if you’re eligible for a refund for a specific product. Also, Velumira branded or print-on-demand items are not refundable.

1. Product Eligibility and General Rules

1.1 Non-Returnable Products

Because of the personal and intimate nature of our items, as well as hygiene and safety concerns, most adult product sales are final. We generally don’t accept returns or exchanges, even if the product is unused, unless it meets specific criteria. This includes but isn’t limited to:

• Personal care items
• Intimate apparel
• Sex toys and accessories

Opened products are not acceptable for return, regardless of usage, to ensure no customer receives a previously opened item.

1.2 Damaged or Defective Products

If you receive a damaged or defective product, contact our customer service team within 14 days of receipt. We’ll help arrange a return or exchange. Eligibility requires:

• The product to be in its original state (unopened and unused, unless the defect is visible without opening).
• Proof of damage or defect, like photos of the item and packaging.
• The product to be in its original packaging, including all accessories, tags, and documentation.

Items not as described on our website or with faulty components or workmanship issues also qualify for exchange or return.

2. Exchange Procedures

2.1 Eligibility for Exchange

Items eligible for exchange include those defective upon receipt, damaged during transit, not as described, or with faulty components or workmanship issues. However, we can’t exchange items returned because they’re unwanted or due to a change of mind. Also, used, washed, or modified items from their original state are ineligible for exchange to maintain product quality and fairness.

2.2 How to Request an Exchange

If you think your item is eligible for exchange, contact our customer service team within 14 days of receiving your order. Provide your order number, details of the item(s) you want to exchange, and a clear explanation of the issue.

Our team will review your request carefully and may ask for additional information or evidence, like item photos or videos, to assess if it meets our exchange criteria.

2.3 Exchange Process

If your exchange request is approved, we’ll give you instructions on returning the item(s), including packaging, shipping methods, and the return address. Once we receive and inspect the returned item(s), we’ll process the exchange and send the replacement item(s) promptly.

2.4 Refund Policy in Relation to Exchanges

Refunds are only issued when a replacement item isn’t available for eligible returns. When a refund is applicable, we’ll process it using your original payment method within 10 business days of receiving and verifying the returned item(s).

2.5 Additional Support

Even if an item is returned for ineligible reasons, like being unwanted, we’re here to help. If you have concerns or questions about an item, contact us, and we’ll try to address your inquiries and suggest alternative options.

3. Return Process for Defective Products

If your product meets the return or exchange criteria:

1. Contact Us: Email our customer support at seller.sophia.cheng@gmail.com with your order number, issue details, and relevant evidence (like photos).
2. Return Authorization: After reviewing your request, we’ll give you return authorization and instructions, including shipping methods and the return address.
3. Return the Item: Package the item carefully in its original condition and packaging and send it back using a reliable shipping method. Get a tracking number for your records.
4. Processing: Once we receive the returned item, our team will inspect it. If it meets the criteria, we’ll issue a refund or process the exchange.

4. Lost, Damaged & Returned Packages

For details on lost, damaged, or returned packages, refer to our Shipping Policy.

5. Refund Conditions

5.1 Refunds for Damaged/Defective Products

If your return is accepted, we’ll issue a full refund or provide an exchange at no extra cost. But our (Velumira) shipping costs are non-refundable. We’ll use your original payment method for the refund, processed within 10 business days of receiving and inspecting the returned product.

5.2 Refunds for Ineligible Returns

For items returned for reasons other than damage, defect, or misdescription (like a change of mind or being unwanted), we can’t offer a refund or exchange. But we’re committed to helping and will try to address your concerns or suggest alternatives.

6. Shipping Costs

For information on shipping costs, refer to our Shipping Policy.

7. Exceptions and Special Cases

In rare cases, we may accept a return or exchange under special circumstances, evaluated on a case-by-case basis. If you think you have a special situation, contact us for details and to request a review.

8. Final Considerations

We reserve the right to refuse returns or exchanges that don’t meet our policy conditions. If you have questions, concerns, or need clarification about our refund and return policy, contact our customer support at seller.sophia.cheng@gmail.com. We’re committed to giving you a positive shopping experience and will do our best to solve any issues you encounter.