Return Policy
Last Updated: July 25, 2025
Thank you for shopping with Velnissa. We want our return and after-sales process to be clear and straightforward.
If there is a problem with your order, please contact us first at support@velnissa.com. To help us review your request efficiently, include your Order Number (for example, 015SHOP-1218) and the email address used when placing your order.
Are Returns Accepted?
All purchases made through Velnissa are considered final sale.
We do not accept returns or exchanges for reasons such as:
- Change of mind
- Personal preference
- Ordering the wrong size, color, or option
- No longer wanting the product
However, we may provide a resolution when:
- The product arrives damaged
- The item has a verified defect or quality issue
- You receive an incorrect product
All claims must be reviewed and approved by our customer support team.
What Should I Do If My Item Is Damaged, Defective, or Incorrect?
Please inspect your order as soon as it arrives.
If you discover a problem, contact us within 7 days of delivery at:
Your email should include:
- Your Order Number
- The email address associated with your purchase
- A clear explanation of the issue
- Clear photos or video showing the damage, defect, or incorrect item
Once we receive the required information, our team will evaluate your claim.
Depending on the circumstances, an approved resolution may include:
- A replacement
- A partial refund
- A full refund
Each case is reviewed individually before a final decision is made.
Do You Offer Exchanges?
Velnissa does not provide standard exchanges for different colors, sizes, styles, or other product variations.
Replacement items are only considered when a product arrives damaged or defective and the claim has been reviewed and approved by our support team.
Can I Return a Product Without Contacting You First?
No. Please do not send any product back unless our customer service team has specifically authorized the return.
You must first contact support@velnissa.com and receive instructions before sending anything back.
Packages returned without prior approval may not be accepted or processed.
Unauthorized returns are not eligible for:
- Refunds
- Replacements
- Reimbursements
- Other forms of compensation
Please wait for our support team to provide return instructions before mailing any item.
Refunds
If your claim is approved for a partial or full refund, the approved amount will normally be returned to the original payment method used for the order.
Processing times may vary depending on your bank, card issuer, or payment provider.
Once the refund has been submitted by Velnissa, the final posting time is controlled by your financial institution.
How to Contact Us About a Return or Product Issue
For the fastest assistance, please contact:
Email: support@velnissa.com
Phone: +1 (405) 299-3259
When contacting us, please include:
- Your full name
- Your Order Number
- Your order email address
- A detailed description of the issue
- Photos or video when applicable
Providing complete information helps us review your request more quickly.
Contact Information
Store Name: Velnissa
Business Category: Pet Supplies
Email: support@velnissa.com
Phone: +1 (405) 299-3259
Company Name:
Ecomma Hong Kong Limited
Business Address:
UNIT 1603, 16TH FLOOR, THE L PLAZA
367 - 375 QUEEN'S ROAD CENTRAL
SHEUNG WAN, HONG KONG