Return Policy

Return & Refund Policy

At VELNIVAY, we want every customer to have a clear and straightforward return experience.

This Return & Refund Policy applies to eligible purchases made through:

velnivay.com

Our collections include thoughtfully designed beauty and fashion accessories, including:

  • Necklaces
  • Earrings
  • Bracelets
  • Rings
  • Fashion accessories
  • Beauty-inspired lifestyle pieces

Because many of our products include delicate design elements, such as chains, clasps, pendants, decorative details, and refined finishes, returned products should be handled and packaged carefully.

1. 30-Day Return Window

Customers may request a return within:

30 days after confirmed delivery

of an eligible order.

Before returning any product, please contact our customer support team:

Email:
service@velnivay.com

Our team will review your request, confirm return eligibility, and provide the applicable return instructions and return address.

Please do not send products back before contacting us.

Returns sent:

  • Without prior authorization
  • To an unauthorized address
  • Without following the provided instructions

may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received:

  • Damaged
  • Defective
  • Incorrect
  • Incomplete

or is otherwise eligible for a remedy under applicable law, returned products should generally be:

  • Unused or in like-new condition
  • Free from customer-caused damage
  • Unaltered
  • Returned with all original components
  • Returned with included accessories
  • Returned with clasps, backs, extension chains, pendants, charms, or other supplied components
  • Returned with product inserts or instructions where included
  • Returned with original protective packaging where reasonably possible

Proof of purchase, such as:

  • Order number
  • Order confirmation email

may be required.

Because many VELNIVAY products contain delicate elements, including:

  • Fine chains
  • Clasps
  • Decorative accents
  • Pearl-inspired details
  • Stone-inspired details
  • Other refined accessory components

returned products should be packaged carefully to prevent damage during return transportation.

We may inspect returned products before approving a refund.

3. Opened or Used Products

Opening a product does not automatically make it ineligible for return.

However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.

Returned products should not show signs of:

  • Excessive use
  • Misuse
  • Customer-caused scratches
  • Bending
  • Breakage
  • Unauthorized repair
  • Modification
  • Missing accessories or components
  • Damage caused by improper cleaning, storage, handling, or use

For earrings or other products that may involve hygiene-related return considerations, return eligibility may depend on whether the product has been worn or used, subject to applicable law and any product-specific conditions disclosed before purchase.

Where a product has experienced a material loss in value due to customer handling beyond what is reasonably necessary to inspect or evaluate the product, an appropriate deduction may apply where permitted by law.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:

  • Personalized or customized products
  • Gift cards
  • Products clearly marked as final sale
  • Worn or used products subject to hygiene-related restrictions where disclosed before purchase
  • Products damaged through misuse or improper handling
  • Products modified or repaired without authorization
  • Products missing significant components due to customer handling
  • Other products specifically identified as non-returnable before purchase

Any product-specific exclusions will be stated on the applicable product page or communicated before a return is approved.

Nothing in this section limits consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your VELNIVAY order promptly after delivery.

This is particularly important for delicate products, including:

  • Bracelets
  • Earrings
  • Necklaces
  • Rings
  • Fine chains
  • Pendants and charms
  • Clasps and fastening components
  • Pearl-inspired details
  • Stone-inspired decorative elements
  • Other refined accessory pieces

If your order arrives:

  • Broken or bent
  • Scratched
  • Damaged
  • Defective
  • Missing accessories
  • Missing components
  • Incorrect
  • Incomplete

please contact us as soon as reasonably possible.

To help us review the issue, please provide:

  • Order number
  • Product name
  • Clear photographs of the product
  • Photographs of the inner protective packaging
  • Photographs of the outer shipping package
  • Photograph of the shipping label where available
  • A short video demonstrating the issue where relevant

For accessory products, a short video may be particularly helpful for issues involving:

  • A clasp that does not close properly
  • A damaged or disconnected chain
  • A loose connector
  • An earring closure issue
  • A detached pendant
  • A missing decorative component

After reviewing the information provided, we will determine the appropriate next steps based on:

  • The circumstances of the request
  • Our applicable policies
  • Applicable consumer protection laws

6. Basic Product Checks Before Return

For certain product concerns, our customer support team may first provide reasonable product checks or guidance before approving a return.

For VELNIVAY accessories, these checks may include:

  • Checking whether a clasp is aligned correctly
  • Checking whether a chain is tangled
  • Confirming that detachable components are properly connected
  • Checking earring backs or closures
  • Inspecting connectors or extension chains
  • Reviewing product information or care instructions

For necklaces, earrings, bracelets, rings, or other accessory pieces, we may request additional:

  • Photographs
  • Videos
  • Product details

to better understand the nature of the issue.

You are not required to continue using any product that appears:

  • Damaged
  • Broken
  • Unsafe
  • Unsuitable for continued use

7. Return Shipping Costs

For preference-based returns, including:

  • Change of mind
  • Incorrect size selection
  • Incorrect color selection
  • Incorrect style selection
  • Product no longer wanted
  • Product not matching personal styling preferences
  • Other reasons not caused by an error on our part

customers are generally responsible for return shipping costs where permitted by applicable law.

If VELNIVAY confirms that a product was:

  • Damaged during delivery
  • Defective
  • Incorrectly supplied
  • Incomplete
  • Otherwise eligible for seller-paid return costs under applicable law

we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless:

  • Otherwise expressly stated by VELNIVAY
  • The return results from an error on our part
  • The product was defective
  • The product was damaged
  • The product was incorrectly supplied
  • Applicable law requires reimbursement

9. Return Address

Return addresses may vary depending on:

  • Product type
  • Fulfillment location
  • Customer destination
  • Warehouse arrangements
  • Logistics requirements
  • Nature of the return

For this reason, please do not send products to our registered corporate address unless specifically instructed by our customer support team.

The correct return address will be provided after your return request has been reviewed and approved.

10. Return Packaging

VELNIVAY products may include delicate details such as:

  • Fine chains
  • Clasps
  • Earring components
  • Pendants
  • Pearl-inspired accents
  • Stone-inspired details
  • Other decorative elements

Customers should package returned products carefully to reduce the risk of damage during return transportation.

Where reasonably possible, please include:

  • Main product
  • Clasps or fastening components
  • Earring backs where included
  • Extension chains
  • Pendants or charms
  • Included accessories
  • Product inserts or instructions
  • Original protective materials
  • Original product packaging
  • Other items originally included with the order

Delicate accessories should be securely protected against:

  • Movement
  • Tangling
  • Bending
  • Impact

inside the return package.

Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.

11. Missing Accessories or Components

If your order appears to be missing any included components, please contact our customer support team.

Depending on the product, included components may include:

  • Earring backs
  • Clasps
  • Extension chains
  • Pendants
  • Charms
  • Decorative elements
  • Product accessories
  • Care instructions
  • Other included items

Please provide:

  • Order number
  • Product name
  • Clear photos of the received package contents
  • Photos of the packaging materials
  • Description of the missing item

Our team will review your request and provide appropriate assistance.

12. Return Inspection

Once your returned product is received, it may be inspected to confirm:

  • Product condition
  • Completeness of included components
  • Whether the product matches the original order
  • Whether return conditions have been met

Inspection may include checking for:

  • Signs of wear
  • Customer-caused damage
  • Missing components
  • Unauthorized modifications
  • Improper handling

Return processing time may vary depending on:

  • Return delivery time
  • Product inspection requirements
  • Return volume
  • Payment provider processing procedures

We will notify you once your return has been reviewed and a refund decision has been made.

13. Refunds

Once a return has been approved, refunds will generally be processed to the original payment method used during checkout.

Refund processing may take additional time depending on:

  • Your bank
  • Credit card provider
  • Payment service provider
  • Financial institution processing times

VELNIVAY is not responsible for delays caused by third-party payment processors after a refund has been successfully issued.

If a refund has been approved but has not appeared within the expected timeframe, please contact your payment provider first.

If the issue continues, please contact our customer support team.

14. Refund Deductions

Where permitted by applicable law, refund amounts may be adjusted in certain circumstances, including:

  • Missing product components
  • Missing accessories
  • Customer-caused damage
  • Excessive use beyond reasonable inspection
  • Damage caused by improper handling
  • Return shipping costs where applicable

Any applicable deductions will be reviewed based on:

  • Product condition
  • Return circumstances
  • Applicable policies
  • Applicable consumer protection requirements

15. Exchanges

At this time, VELNIVAY does not guarantee direct exchanges for all products.

If you would like to receive a different:

  • Style
  • Color
  • Size
  • Product variation

please contact our customer support team.

Depending on product availability and return eligibility, we may provide guidance on the available options.

Availability of replacement products cannot be guaranteed.

16. Order Cancellations

If you need to cancel your order, please contact us as soon as possible after placing your order.

We will make reasonable efforts to assist before the order enters fulfillment.

However, cancellation requests cannot always be guaranteed once an order has entered:

  • Processing
  • Packaging
  • Shipment preparation
  • Dispatch

Once an order has shipped, the applicable Return & Refund Policy will apply.

17. Refunds for Cancelled Orders

If a cancellation request is successfully approved before shipment, any applicable refund will be processed to the original payment method.

Refund timing may depend on:

  • Payment provider
  • Bank processing time
  • Financial institution procedures

18. Refused or Unclaimed Deliveries

If a package is refused or remains unclaimed after delivery attempts, additional procedures may apply.

Depending on the circumstances, customers may be responsible for:

  • Return shipping costs
  • Additional delivery charges
  • Applicable processing fees

Any refund consideration will be reviewed after the package has been returned and inspected.

19. International Returns

For international returns, customers should contact VELNIVAY before shipping any package back.

International returns may involve:

  • Different return locations
  • Additional shipping requirements
  • Longer transportation times
  • Customs procedures
  • Carrier requirements

Customers should not send international returns without receiving the correct return instructions.

VELNIVAY is not responsible for packages returned to incorrect addresses or without proper return authorization.

20. Consumer Rights

This Return & Refund Policy is intended to provide clear guidance for VELNIVAY customers.

Nothing in this policy limits consumer rights that cannot legally be excluded.

Depending on your location, you may have additional rights regarding:

  • Returns
  • Refunds
  • Product quality
  • Product conformity
  • Repairs
  • Replacements
  • Cancellation rights

Where mandatory consumer protection laws provide greater rights, those rights will continue to apply.

21. Contact Us

If you have questions regarding:

  • Returns
  • Refunds
  • Exchanges
  • Damaged products
  • Incorrect orders
  • Product support

please contact our customer support team:

Brand:
VELNIVAY

Website:
velnivay.com

Customer Support Email:
service@velnivay.com

Customer Support Phone:
19907795717

Legal Entity:
Hebei Xiong'an Wodian Network Technology Co., Ltd.

Registered Address:

Room F-135, No.100, Banzheng North Street,
Rongcheng Town, Rongcheng County,
Xiong'an New Area, Hebei Province, China

Unified Social Credit Code:

91130629MAE8C1PY5A

velnivay.com is owned and operated by Hebei Xiong'an Wodian Network Technology Co., Ltd.

The company is responsible for:

  • Online store operations
  • Customer service
  • Order coordination
  • Product management
  • Related e-commerce activities

When contacting us about a return or refund request, please include:

  • Order number
  • Email address used during checkout
  • Product name
  • Description of your request
  • Supporting photos or videos where applicable

This information helps our team review your request more efficiently.

Thank you for choosing VELNIVAY.

VELNIVAY — Beauty in Detail. Elegance in Every Moment.