Return Policy
Last updated: November 5, 2026
If an item is not right for you or there is a problem with your order, contact us so we can help. This policy does not restrict rights or remedies that applicable consumer law gives you.
Request a return within 30 days
Send your return request within 30 calendar days after confirmed delivery. The 30-day period is for making the request; it is not a deadline for the returned parcel to arrive at our premises.
How to begin
Email service@veltriov.com with your order number, the item or items involved and a short explanation of the reason for the return. Let us know the item’s condition so we can give useful instructions.
For a damaged, faulty, incorrectly supplied or misdescribed item, describe the problem. Relevant photographs can help where available, but photographs are not a condition for every return request.
We normally reply within 1–2 business days. We will review the request and explain the next steps, including where to send the item when a return is appropriate. Return requests are considered in light of the circumstances and your applicable consumer rights.
Use the return address we provide
Please contact us before posting an item so that it reaches the correct destination. Do not assume the address on a parcel label or our business address is the return address. If you still have the packaging, keep it while we discuss the return; it can help protect the item in transit.
When returning an item, package it carefully and keep the shipping receipt or other proof of posting available. These practical steps help us trace the parcel and do not remove your statutory rights.
Return shipping costs
- Personal-preference returns: the buyer pays the return shipping cost.
- Our error or a product error: we cover the reasonable related return shipping costs, including where an item is faulty, damaged, incorrect or not as described.
Contact us before arranging return shipping so we can explain the appropriate route and cost handling for your request.
Refunds after a return
For an approved return, we normally initiate the refund to the original payment method within 5–10 business days after we receive and inspect the returned item. Your bank or payment provider may need additional time to make the funds visible.
If that processing period has passed, contact us with your order and return details so we can check the status.
Cancellations, order changes and undelivered orders
Contact us immediately if you want to cancel or change an order. The options depend on whether dispatch has already occurred. We will explain what can still be done and any next steps.
The receipt-and-inspection timeline for ordinary returns does not automatically apply to a cancellation before dispatch or an order that has not been delivered. We will address those situations according to their circumstances and the rights and refund requirements that apply.
Customer support: Monday–Friday, 9:00–18:00 Beijing time (UTC+8). We normally reply within 1–2 business days. These are our support hours, not a delivery or dispatch timetable.
Business and contact details
Store: Veltriov
Operator: Nanjing Xuesen Culture Technology Co., Ltd. (English translation of the company name)
Business address: Room 304, 3rd Floor, Building 1, Tongteng Entrepreneurship Park, No. 98 Suyuan Avenue, Jiangning Development Zone, Jiangning District, Nanjing, Jiangsu, China
Email: service@veltriov.com
Telephone: +86 25 58670266