Return Policy
Return Policy
Last Updated: July 25, 2025
Thank you for choosing Velniellerr. We want every order to arrive as expected and meet our quality standards. If you experience any problem with your purchase, please contact our customer care team at support@velniellerr.com and include your order number, for example 015SHOP-1218, together with the email address used when placing the order.
Please read the policy below before requesting assistance.
Final Sale Policy
All purchases made through Velniellerr are considered final sale.
We generally do not accept returns or provide exchanges for reasons such as change of mind, personal preference, or ordering the wrong option.
Exceptions may be considered only when:
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The product arrives with a confirmed defect or quality problem
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The item is damaged when delivered
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You receive a product that is different from what you ordered
Any request for assistance must first be reviewed and approved by our customer support team.
Damaged, Defective, or Incorrect Products
Please examine your package and products as soon as they are delivered.
If you receive an item that is damaged, defective, or incorrect, you must contact us within 7 days of delivery.
Please email:
To allow us to review your request efficiently, include:
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Your order number, for example
015SHOP-1218 -
The email address associated with your purchase
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A clear explanation of the problem
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Clear photos and/or video showing the damage, defect, or incorrect product
Our team will review the information you provide and determine an appropriate resolution based on the circumstances of your claim.
Depending on the situation, an approved resolution may include:
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A replacement item
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A partial refund
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A full refund
Each case is reviewed individually before a final solution is provided.
Refund Processing
If your claim is approved for a partial or full refund, the approved amount will be returned to the original payment method used for the purchase.
Once the refund has been issued, it generally takes approximately 7–12 business days to appear in your account.
Please be aware that the exact processing time depends on your bank, card issuer, payment provider, or financial institution. Velniellerr does not control the time required by these third parties to post the funds to your account.
Exchanges
Velniellerr does not provide standard product exchanges.
A replacement may only be offered when an item arrives damaged or defective and the related claim has been reviewed and approved by our customer support team.
Returns Sent Without Authorization
Please do not mail or return any product unless our customer service team has specifically instructed you to do so.
Before sending anything back, you must first contact support@velniellerr.com and receive approval for your claim.
Products sent back without prior authorization may not be accepted or processed.
We cannot guarantee a refund, replacement, reimbursement, or other resolution for any package returned without first following our claim procedure.
How to Request Assistance
For the fastest support, please contact us directly by email:
Email: support@velniellerr.com
Phone: +1 (828) 392-5772
When contacting us regarding an order, please include:
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Your full name
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Your order number
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The email address used for the purchase
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A detailed explanation of your concern
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Supporting photos or video when applicable
Providing complete information will help our support team review your request more efficiently.
Contact Information
Store Name: Velniellerr
Company Name:
HONGKONG HOPEN INTERNATIONAL LIMITED
Company Address:
ROOM 70, 7/F., WOON LEE COMMERCIAL BUILDING
7-9 AUSTIN AVE
TSIM SHA TSUI
HONG KONG
Email: support@velniellerr.com
Phone: +1 (828) 392-5772
If you have any questions regarding this Return Policy or need help with an order-related concern, please contact us directly. Our team will review your request and work with you toward an appropriate resolution in accordance with this policy.