Last Updated: August 11, 2026
General Definitions
Business days refer to Monday through Friday, excluding U.S. federal holidays. All time references in this policy are based on Eastern Time (ET).
Return Window
Eligible items can be returned within 30 calendar days from the delivery date of your order, subject to the conditions outlined below.
Eligible & Non-Eligible Returns
Eligible Returns
Returns are accepted under the following scenarios:
1. Merchant Error (Defective, Damaged, or Incorrect Item)
○ Items that arrive defective, damaged, or malfunctioning
○ Incorrect items shipped (wrong product, size, or variant)
○ No "sellable condition" or original packaging requirement applies to returns caused by our error. You only need to provide proof of the issue upon request.
2. Customer Change of Mind
○ Items in original, unused, and unworn condition
○ All original packaging, tags, and accessories must be intact and included
○ Product must remain in resellable condition
Non-Eligible Returns
The following items are not eligible for return, exchange, or refund:
● Items that have been used, worn, washed, or altered (does not apply to defective/damaged items received in this condition)
● Returns requested more than 30 calendar days after the delivery date
● Personalized or custom-made products
● Final sale items, which are clearly marked as "Final Sale" on the product page and at checkout
● Products damaged due to customer misuse, improper care, or normal wear and tear
How to Start a Return
1. Contact our customer service at service@velorvox.com or +1 917-569-8452 with your order number and reason for return.
2. We will review your request and respond with approval or denial within 1–2 business days. Approved requests will include full return instructions. For returns due to our error, a prepaid return label will be provided in the approval email. If your request is denied, we will clearly state the reason for denial in our response.
3. Pack the item securely. For change-of-mind returns, use the original packaging with all tags and accessories attached.
4. Ship the return to the address provided in your return authorization.
Return Address
US Returns & Exchanges
Velorvox Returns
733 3rd Ave, Floor 16
New York, NY 10017
United States
Return Shipping Costs & Refund Details
1. Merchant Error (Defective / Damaged / Wrong Item)
● We provide a prepaid return shipping label.
● Full refund of the product price + original shipping fee.
● No restocking fee.
2. Customer Change of Mind
● Customer is responsible for return shipping costs. The exact fee will be calculated based on your location and item weight, and will be communicated before you confirm the return. You may also use your preferred shipping carrier at your own cost.
● Refund of product price only (original shipping fee is non-refundable).
● No restocking fee.
Exchange Policy
Exchanges follow the same eligibility conditions and request process as returns.
● For quality issues (defective, damaged, incorrect item): we cover all shipping costs (return and reshipment).
● For change-of-mind exchanges: the customer is responsible for both return shipping and reshipment costs.
● Exchanged items will be shipped out within 2 business days after we receive and process your returned item.
● If the requested exchange item is out of stock, we will notify you promptly and offer an alternative item or a full refund.
● Any price difference will be charged or refunded at the time of exchange processing.
Refund Timeline
All refunds will be issued to your original payment method.
Inspection and refund processing will be completed within 3–5 business days after we receive your returned package.
Depending on your payment provider and bank, the funds may take an additional 5–10 business days to reflect in your account.
Order Cancellation
You may cancel your order free of charge before it is processed and shipped. Please contact us as soon as possible to request cancellation. Once your order has been shipped, it cannot be cancelled and must be processed as a return per this policy.
Partial Returns
For orders containing multiple items, you may return individual eligible items. Refunds will be issued only for the returned items. Shipping fee refunds will be calculated proportionally based on the reason for return.
Return Denial & Disposition
If we determine a return does not meet our policy requirements, we will notify you via email with the specific reason. You may choose to have the item returned to you at your own shipping cost. If we do not receive your response within 10 calendar days of notification, the item may be disposed of.
Important Notes
● We do not charge any restocking fees on approved returns.
● We reserve the right to refuse returns that do not meet the eligibility conditions stated in this policy.
● Original shipping fees are non-refundable except when the return is due to our error (defective, damaged, or incorrect item).
● Once a return is approved and processed, it cannot be cancelled.
Contact Us
Email: service@velorvox.com
Phone: +1 917-569-8452
We aim to respond to all inquiries within 1–2 business days.
Business Hours (Eastern Time)
Monday – Friday: 9:00 AM – 5:00 PM ET
Closed weekends and major U.S. public holidays
Operating Company
Zhongshan WanJun Craft Products Manufacturing Co., Ltd.
（中山市万钧工艺品制造有限公司）
China Factory & Business Address
No. 12, Zhaoyu Street, Zhennan Road, Xiaolan Town,
Zhongshan City, Guangdong Province 528415, China
US Returns Address
Velorvox Returns
733 3rd Ave, Floor 16
New York, NY 10017
United States