Return Policy
Last updated: September 7, 2026
This Return and Refund Policy applies to purchases made through veltravia.com. Veltravia is operated by Zibo Xingyuan Electronic Technology Co., Ltd.
30-Day Return Window
You may request a return within 30 days from the date your order is confirmed as delivered.
Before returning any product, please contact our customer support team for authorization. Items sent back without prior approval may not be accepted. After reviewing your request, we will confirm whether the product is eligible and provide the relevant return address and instructions.
Return Requirements
To be eligible for a return, the product should generally be in the same condition in which it was received. It must not have been used, worn, washed, altered, or damaged after delivery.
The product should be returned in its original packaging together with all included parts, accessories, manuals, labels, and documentation. You must also provide a receipt, order confirmation, or another acceptable form of proof of purchase.
Separate requirements may apply if an item is delivered damaged, defective, incomplete, or different from the product ordered.
Items That Cannot Be Returned
The following items are not eligible for change-of-mind returns where permitted by applicable law:
• Custom-made or personalized items.
• Gift cards.
• Items clearly marked as final sale or non-returnable on the product page before purchase.
• Sealed products that are unsuitable for return for genuine hygiene or health-protection reasons once unsealed, where this restriction was clearly disclosed before purchase.
Any product-specific return restriction will be clearly disclosed on the relevant product page before you place your order.
These exclusions apply to change-of-mind returns. They do not prevent you from reporting an item that arrives damaged, defective, incorrect, incomplete, or materially different from its description, and do not limit any rights available under applicable law.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order as soon as reasonably possible after delivery. If an item is damaged, defective, incorrect, incomplete, or materially different from its description, contact service@veltravia.com promptly.
Where possible, please report visible shipping damage within 48 hours of delivery to help us investigate. This is a recommended reporting period and does not automatically exclude claims submitted later.
Please include your order number and, where relevant and available, photographs showing the issue, packaging, and shipping label. If you cannot provide a particular photograph, contact us so we can discuss other ways to assess your claim.
If the issue is confirmed to be our responsibility, we will provide an appropriate replacement, refund, or other resolution at no additional cost to you, including any necessary return shipping or replacement delivery.
Return Shipping Costs
Change-of-Mind Returns: For eligible returns due to personal preference, such as choosing the wrong style or changing your mind, you are responsible for the return shipping cost. Original delivery charges are not refundable for these returns unless required by applicable law.
Damaged, Defective, or Incorrect Items: If the return is required because the item arrived damaged, defective, incorrect, incomplete, or materially different from its description, and the issue is confirmed to be our responsibility, we will cover the necessary return shipping costs. We will provide a prepaid return label or agree on a reasonable reimbursement arrangement before you send the item back.
If a refund is provided because of an issue that is our responsibility, it will include any applicable original standard delivery charges attributable to the affected item. You will not be charged for necessary replacement delivery.
Return Address: Do not send products to our registered business address. After your return is authorized, we will provide the designated return warehouse address and shipping instructions. For change-of-mind returns, we will identify the return destination before you decide whether to proceed.
Refund Process
We will inspect your authorized return and notify you of the outcome within 3–5 business days after it is delivered to the designated return facility.
If approved, your refund will be issued to the original payment method within 5–10 business days after approval. Your bank, card issuer, or payment provider may require additional time to display the refund in your account.
If we reject a return or propose a deduction, we will explain the reason and any proposed deduction before finalizing the outcome.
Where permitted by law, we may deduct an appropriate amount from the refund if the returned item is incomplete, excessively used, altered, damaged, or otherwise reduced in value.
Exchanges
Exchanges depend on product availability and cannot be guaranteed.
In some cases, you may need to return the eligible item for a refund and place a new order for the preferred replacement product.
Order Cancellations
To request cancellation, email service@veltravia.com as soon as possible with your order number.
We can cancel an order if fulfillment has not progressed to a stage at which shipment can no longer reasonably be stopped. Submitting a cancellation request does not itself confirm cancellation. We will check the order status and notify you whether the request has been accepted.
If cancellation is confirmed before dispatch, we will refund the amount paid for the canceled items, together with any shipping charges that no longer apply, to the original payment method within 3–5 business days.
If shipment can no longer be stopped, we will explain the available options. Eligible items may be returned after delivery under this Return Policy.
Contact Information
For questions about returns, refunds, exchanges, or order cancellations, contact us at:
Brand: Veltravia
Website: veltravia.com
Legal Entity: Zibo Xingyuan Electronic Technology Co., Ltd.
Registered Address: Room D8037, 4th Floor, No. 23 Changguo West Road, Chezhan Subdistrict Office, Zhangdian District, Zibo City, Shandong Province, China
Email: service@veltravia.com