Refund policy
Refund & Return Policy
1. Overview
At Velloriso, customer satisfaction is important to us.
Velloriso is a store brand operated by Chongqing Daoheli Cultural Creativity Co., Ltd.
If you are not completely satisfied with your purchase, you may request a return within:
30 days after receiving your order
subject to the eligibility requirements and conditions outlined in this policy.
2. Return Eligibility
To be eligible for a return, items returned for personal reasons generally must:
- Be requested within 30 days of delivery;
- Be unused and unopened;
- Be in their original condition;
- Be in their original packaging;
- Include any original accessories, where applicable;
- Have hygiene seals, protective seals, or tamper-evident packaging intact, where applicable.
Because Velloriso sells cosmetic and beauty products, opened or used products may not be eligible for return for hygiene and safety reasons, unless the product is damaged, defective, incorrect, or otherwise eligible for return under applicable law.
Returns that do not meet the applicable eligibility requirements may not be accepted.
3. Return Shipping Costs
Customers are generally responsible for return shipping costs unless:
- The product received is defective;
- The wrong item was shipped;
- The item was damaged during delivery;
- The return results from another verified error on our part.
Original shipping charges are generally non-refundable unless the return is caused by an error on our part or otherwise required by applicable law.
4. Return Process
Before returning any product, please contact our customer support team:
Email:
support@Velloriso.com
Please include:
- Your order number;
- Customer name;
- Product name;
- Reason for return;
- Photos or supporting information, where applicable.
After reviewing your request, our customer support team will provide the applicable return instructions.
Please do not send products back before receiving return authorization and instructions from us.
Unauthorized returns may not be accepted or processed.
5. Return Address
Approved returns must be sent to the following designated return warehouse address:
Return Warehouse Address (for returns only):
Unit 5-13, Building 1, Unit 1, No. 12 Building, Qixia Road, Jinshan Street, Liangjiang New Area, Chongqing, China
Contact phone number: +86 186 7410 2783
Please note:
-
This address is for authorized returns only. Please do not send any packages to this address without first obtaining return authorization from our customer support team.
-
Unauthorized returns may not be accepted, signed for, or processed, and any related risks and losses shall be borne by the sender.
-
Our registered business address (see Section 14) is the same as the return warehouse address above, but is provided for business identification purposes only.
To request return authorization, please contact: support@Velloriso.com
6. Refund Process
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
If your refund is approved:
- The refund will generally be issued to the original payment method;
- Refund processing time may depend on your bank, card issuer, or payment provider.
Please note that:
- Original shipping fees are generally non-refundable unless the return results from our error or applicable law requires otherwise;
- Return shipping costs may be deducted from the refund where the customer is responsible for such costs;
- Bank or payment provider processing times may affect when the funds appear in your account.
After a refund has been issued by us, it may take additional time for your financial institution to process and display the funds.
7. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within:
7 days after receiving your order
Email:
Please include:
- Your order number;
- A description of the issue;
- Clear photos showing the product and issue;
- Photos of the outer packaging;
- Photos of the shipping label, where applicable.
Please keep the product and original packaging while your request is being reviewed.
We will review the information provided and offer an appropriate resolution based on the circumstances.
8. Missing Items
If your order arrives with one or more products missing, please contact us within:
7 days after receiving your order
Email:
Please include:
- Your order number;
- Details of the missing product;
- Photos of the package;
- Photos of the products received;
- Photos of the shipping label, where applicable.
Our customer support team will review your request and provide an appropriate resolution.
9. Order Cancellation
Cancellation requests should be submitted within:
12 hours after placing your order
Please contact:
as soon as possible and include your order number.
We will make reasonable efforts to accommodate cancellation requests. However, once an order has entered processing, packing, preparation, or shipment, cancellation may no longer be possible.
Orders that have already shipped cannot be cancelled.
If you have already received your order and wish to return an eligible product, please follow the return procedures described in this policy.
10. Exchanges
We may not be able to offer direct exchanges for all products.
If you would like a different product, shade, or variant, please contact our customer support team at:
We will advise you of the options available for your order.
Where a direct exchange is unavailable, you may need to return the eligible product and place a new order.
11. Non-Returnable Items
For hygiene, safety, and product integrity reasons, certain items may not be eligible for return, including:
- Opened or used cosmetic products returned for personal preference reasons;
- Products with broken or removed hygiene seals;
- Products that are not in their original condition;
- Products damaged after delivery through improper use, storage, or handling;
- Items specifically identified as final sale or non-returnable before purchase, where permitted by applicable law.
This does not affect your rights regarding products that arrive damaged, defective, incorrect, or otherwise fail to meet applicable legal requirements.
12. Promotional Periods
Return and refund conditions may be subject to additional terms during certain promotional campaigns, provided those terms are clearly disclosed with the applicable promotion and permitted by law.
Customers should review any specific promotional terms before completing a purchase.
Unless otherwise stated, promotional purchases remain subject to this Refund & Return Policy.
13. Promotional Discounts
From time to time, Velloriso may offer promotional discounts, coupon codes, limited-time offers, or other promotional pricing.
Any applicable discount, eligibility requirement, duration, product restriction, or other condition will be displayed with the relevant promotional offer.
Refunds for eligible promotional purchases will generally be based on the actual amount paid for the returned product, subject to this policy and applicable law.
14. Contact Information
For questions regarding returns, refunds, damaged products, incorrect items, or other after-sales issues, please contact:
Brand:
Velloriso
Operated by:
Chongqing Daoheli Cultural Creativity Co., Ltd.
Email:
support@Velloriso.com
Phone:
+86 186 7410 2783
Registered Business Address:
Unit 5-13, Building 1, Unit 1, No. 12 Building, Qixia Road, Jinshan Street, Liangjiang New Area, Chongqing, China
Unified Social Credit Code:
91500000MACHTLXN8C