Velalpion Return and Refund Framework
At Velalpion, we are committed to ensuring that your experience with our decorative items is transparent and satisfactory. This Return and Refund Policy is designed to comply with the Sale of Goods Ordinance (Cap. 26) and the Trade Descriptions Ordinance of Hong Kong . By shopping with us, you agree to the terms outlined below, which apply exclusively to our operations within the Hong Kong Special Administrative Region.
Our 30-Day Policy
In accordance with consumer protection standards, Velalpion provides a 30-day return window. This period begins on the day your order is successfully delivered to your doorstep. We believe this timeframe allows sufficient opportunity for you to examine your items and ensure they meet your expectations.
Eligibility for Returns
To maintain a fair and professional service, we categorize return eligibility based on the condition of the received goods.
- Damaged or Incorrect Items: If you receive a product that is physically damaged or does not match the description of the item you ordered, you are entitled to a return. Under the Sale of Goods Ordinance, goods must be of merchantable quality and fit for their intended purpose.
- Change of Mind: We encourage all visitors to be certain of their selection before finalizing a purchase. Velalpion does not accept returns, exchanges, or refund requests due to a change of mind or personal preference shifts after the order is processed.
- Restocking: We prioritize a straightforward process; therefore, no restocking fees are applied to any eligible returns.
The Return Process
If you identify an issue with your order that falls under our eligibility criteria, please follow these steps:
1. Notification: Email our support team at support@velalpion.com within the 30-day window. Please include your order details and a description of the issue.
2. Pickup Arrangement: Once your request is validated, we will arrange for a courier to pick up the item from your address. This service is provided at no cost to the customer; Velalpion covers all logistics expenses for returning damaged or incorrect goods.
3. Inspection: Upon arrival at our facility, we perform a thorough inspection of the item. This process is completed within 24 hours of receipt .
Resolution and Refunds
Following the inspection of the returned item, we will provide a resolution based on the condition and availability of the product.
- Replacement: If the item is in stock, we will arrange for a replacement to be sent to you promptly.
- Refund Initiation: If a replacement is unavailable or the item is beyond repair, we will issue a full refund. Because Velalpion operates exclusively on a Cash on Delivery (COD) basis , we do not have access to your fiscal details at the time of purchase.
- Bank Transfer: Our team will contact you via email to request your bank account details. We process all refunds through bank transfer to ensure the secure return of your funds.
- Processing Time: Once we initiate the transfer, it typically takes 5 to 6 business days for the amount to reflect in your account, depending on your banking provider’s internal procedures.
Compliance and Support
We ensure that our terms are clear, conspicuous, and easy to find, providing you with all necessary information regarding fees and timelines.
Our support team is available to assist you with any questions from 10:00 AM to 5:00 PM HKT, Monday through Friday. Please reach out to support@velalpion.com for any assistance. We value your trust and strive to resolve all matters with professionalism and transparency.
Company Name: Velalpion
Live Hours: 10AM to 5PM, HKT (Monday to Friday)