🍀 velraovo™ Returns, Refunds & Customer Care Policy

30-DAY RETURNS · PRODUCT ISSUES · EXCHANGES · REFUNDS · ORDER CANCELLATIONS

A Fresh Page for Every After-Sales Question. 📖

Sometimes a stationery purchase doesn't turn out quite as expected.

Perhaps you ordered a notebook in the wrong size.

Maybe you selected a pen color that doesn't suit your project.

Or perhaps your plans changed, and you no longer need that extra set of desk accessories.

Hey, these things happen! 🌤️

But what if your journal arrives damaged? What if a marker doesn't work as described, or your order contains the wrong item?

Those situations deserve a different kind of attention.

At velraovo™, we believe after-sales information should be easy to understand, fair, and practical.

This policy explains how we handle eligible returns, product concerns, replacements, exchanges, refunds, and cancellation requests.

Most importantly, we distinguish between a change-of-mind return and a problem caused by a confirmed seller error.

Let's find the right solution for your situation. 🧩

🪴 01 · Your Return Window at a Glance

30 Calendar Days to Request an Eligible Return

We understand that you may need time to check whether a stationery product suits your needs.

For eligible purchases, you may generally request a return within:

30 CALENDAR DAYS AFTER CONFIRMED DELIVERY

The standard return period begins on the date your order is confirmed as delivered.

To request an eligible return, please contact our customer-support team within this period.

📮 Email: service@velraovo.com

Return eligibility depends on the circumstances, including the reason for the request, the product's condition, any included components, and applicable consumer rights.

This standard 30-day period does not limit any additional rights that cannot legally be excluded.

📨 02 · How to Begin a Return

A Quick Message Is the Best First Step

Thinking about sending something back?

Before packing your notebook or stationery set, please contact us.

Our support team will review your request and provide the applicable instructions.

To help us understand your situation, include the following information.

🧾 ORDER NUMBER

The reference associated with your purchase.

📚 PRODUCT NAME

Identify the notebook, pen set, marker, office accessory, or other item involved.

✍️ REASON FOR RETURN

Explain briefly why you would like to return the product.

📸 RELEVANT PHOTOGRAPHS

Images may help when your request involves damage, an incorrect item, missing components, or another visible issue.

🎞️ SUPPORTING VIDEO

A short video may be useful when a functional problem is difficult to demonstrate in a photograph.

📮 RETURN CONTACT

service@velraovo.com

Please wait for our return instructions and authorized destination before sending merchandise.

We want your return to reach the right place the first time. 🧭

🌷 03 · Two Different Reasons for Returning

Let's Make the Distinction Clear

Not every return request should be handled in exactly the same way.

There are two main situations.

🌼 Situation A — You Changed Your Mind

Maybe you ordered the wrong notebook format.

Perhaps you chose a highlighter color that no longer fits your study system.

Or you realized you already own a similar set of office supplies.

That's understandable.

For an eligible preference-based return, the product should generally:

• Remain unused and in its original condition.

• Include the components and accessories originally supplied.

• Be returned with original packaging where reasonably possible.

• Not have been intentionally damaged or materially altered.

• Be associated with valid proof of purchase or an identifiable velraovo™ order.

• Meet the applicable return conditions, subject to mandatory consumer rights.

For example, a notebook that has already been filled with writing or a marker set that has been substantially used may not qualify for an ordinary change-of-mind return.

🚨 Situation B — Something Was Wrong With the Product

A product issue is different from a personal preference.

Please contact us if your purchase arrives:

💥 Damaged

⚙️ Defective

🔀 Incorrect

🧩 Missing Included Components

📦 Incomplete

📑 Materially Different From Its Confirmed Description

These situations are reviewed separately from standard preference-based returns.

Ordinary unused-condition requirements do not automatically override legal rights relating to defective, incorrect, damaged, or otherwise legally protected products.

🔍 04 · How We Review a Product Concern

Tell Us What Happened — We'll Review the Details

A pen that doesn't write properly is different from a pen you simply don't like.

A notebook with damaged binding is different from a notebook format you no longer prefer.

And receiving the wrong product isn't the same as choosing the wrong variation yourself.

See the difference? 🔎

When reporting a product issue, please provide the relevant information.

01 · 🧾 PURCHASE REFERENCE

Your order number.

02 · 🏷️ PRODUCT DETAILS

The name of the affected item.

03 · 📝 ISSUE DESCRIPTION

Explain the problem and how it affects the product.

04 · 📷 PHOTOGRAPHS

Provide clear images where reasonably useful.

05 · 🎬 VIDEO EVIDENCE

A short video may help demonstrate certain functional defects.

Once we receive the relevant information, we'll review the circumstances and determine an appropriate resolution.

Depending on the situation, this may include:

🔁 Replacement

Providing another eligible product.

📦 Reshipment

Sending the appropriate product or missing components.

💰 Refund

Issuing an eligible refund.

↩️ Return Assistance

Providing instructions or assistance for an applicable return.

🛠️ Other Appropriate Remedy

Another suitable resolution consistent with the circumstances and applicable consumer rights.

Where a qualifying issue is confirmed to result from an error attributable to us, the appropriate resolution will be provided without requiring you to bear additional costs caused by that confirmed error.

🧺 05 · Product Condition & Return Eligibility

What Matters When Returning Stationery?

Stationery products have different characteristics.

A hardcover notebook, a gel pen, a correction tool, and a set of art markers may require different types of condition checks.

For ordinary preference-based returns, we may review:

📔 PAPER PRODUCTS

Whether notebooks, journals, or paper accessories have been used, written on, damaged, or materially altered.

🖊️ WRITING INSTRUMENTS

Whether pens or markers have been substantially used, damaged, or modified.

🎨 CREATIVE MATERIALS

Whether paints, markers, or other creative supplies have been consumed, materially altered, or rendered unsuitable for ordinary resale.

📎 OFFICE ACCESSORIES

Whether relevant components are present and the product remains in an appropriate condition.

🧩 MULTI-PIECE SETS

Whether the included items and accessories are complete.

📦 PACKAGING

Whether original packaging is available where reasonably applicable.

These considerations apply to ordinary preference-based return eligibility.

They do not automatically eliminate statutory rights relating to defective or otherwise nonconforming merchandise.

🚫 06 · When a Preference-Based Return May Be Restricted

Some Products Need Special Consideration

Certain products may have additional limitations on ordinary change-of-mind returns, where legally permitted and clearly disclosed before purchase.

Depending on the actual products offered, examples may include:

🪡 PERSONALIZED OR CUSTOMIZED PRODUCTS

Items created or materially modified according to individual customer specifications.

🎁 GIFT CARDS

Where offered and where exclusion is legally permitted.

🏷️ CLEARLY DISCLOSED FINAL-SALE ITEMS

Products expressly identified as non-returnable before purchase, where such restrictions are legally permitted.

🖍️ SUBSTANTIALLY USED OR CONSUMED SUPPLIES

Products that have been significantly used or consumed after delivery for reasons unrelated to an original defect.

🛠️ INTENTIONALLY ALTERED OR MISUSED ITEMS

Products materially modified, damaged, or misused after receipt for reasons unrelated to a qualifying product problem.

These restrictions apply only where permitted by applicable law.

They do not remove rights that cannot legally be excluded.

If a product arrives damaged, defective, incorrect, incomplete, or materially different from its confirmed description, please contact us even if that product would not ordinarily qualify for a preference-based return.

📍 07 · Where Should You Send a Return?

The Right Destination Matters

Please don't automatically mail returned merchandise to our registered company address.

The registered address of Zhongshu (Dongguan) Internet Co., Ltd. identifies the legal business operating velraovo™.

It is not necessarily the warehouse responsible for receiving and inspecting returns.

After reviewing and approving an eligible return request, our customer-support team will provide the applicable instructions.

These may include:

📍 AUTHORIZED RETURN DESTINATION

The appropriate address for the approved return.

📦 PACKING GUIDANCE

Instructions for preparing the product for shipment.

🏷️ RETURN REFERENCE

Any information needed to identify the return.

🚚 SHIPPING INSTRUCTIONS

Relevant guidance about the return shipment.

📝 ADDITIONAL STEPS

Any other reasonable requirements specific to the request.

Please use the return destination provided by our team.

Sending an item to an incorrect address may create unnecessary delays.

A return should not become a guessing game. 🧠

⚖️ 08 · Return Shipping Costs & Responsibility

Who Pays Depends on Why the Item Is Being Returned

Return shipping responsibility differs according to the circumstances.

🙋 Personal Preference or Change of Mind

For an eligible preference-based return, the customer is generally responsible for applicable return shipping costs.

Examples may include:

🎨 Wrong Color Selected

You ordered an available variation but later decided you wanted another.

📐 Wrong Format Chosen

You selected a notebook or accessory size that no longer suits your needs.

💭 Change of Preference

You simply decide not to keep the product.

🛍️ Unneeded Purchase

You no longer need an otherwise correctly supplied item.

Original shipping charges are generally nonrefundable for preference-based returns unless applicable law requires otherwise.

🚨 Confirmed Seller Error or Product Problem

If our review confirms that a qualifying issue resulted from an error attributable to us, we'll provide an appropriate resolution without requiring you to pay additional costs caused by that confirmed error.

This may involve damaged, defective, incorrect, incomplete, or materially misdescribed products.

Please contact customer support before paying to return a product so we can explain the applicable procedure.

🧪 09 · What Happens After Your Return Arrives?

Receiving, Checking & Completing the Review

Once an approved physical return reaches the designated return-processing facility, the item may be reviewed before the return is completed.

Depending on the circumstances, we may check:

🏷️ PRODUCT IDENTITY

Whether the returned item matches the approved request.

📔 PRODUCT CONDITION

Whether the relevant condition requirements are met.

🧩 INCLUDED COMPONENTS

Whether applicable accessories and parts are present.

📦 PACKAGING

The condition and availability of relevant packaging.

🧾 RETURN REFERENCE

Information connecting the parcel to the original order.

🛠️ REPORTED PRODUCT ISSUE

Any damage, defect, incorrect fulfillment, or other concern identified in the request.

For preference-based returns, applicable original-condition requirements may be considered.

For defective, damaged, incorrect, or otherwise legally protected products, the circumstances and mandatory consumer rights will be taken into account.

Once the review is complete, we'll determine the appropriate next step.

💸 10 · Refund Processing & Expected Timing

Understanding When Your Money Is Sent Back

Refunds are an important part of the after-sales process.

We want customers to understand both our usual refund initiation timeframe and the role of payment providers.

For an approved physical return, the general process is:

↩️ STEP 01 — RETURN AUTHORIZED

Our team confirms the applicable return instructions.

↓

📦 STEP 02 — PRODUCT RECEIVED

The item reaches the designated return-processing facility.

↓

🔬 STEP 03 — CONDITION REVIEW

The return is inspected and eligibility is confirmed.

↓

💳 STEP 04 — REFUND INITIATED

The approved refund is processed through the applicable payment channel.

After the returned product has been received, inspected, and approved, we generally initiate an eligible refund within:

5–10 BUSINESS DAYS

🏦 When Will the Funds Appear?

After the refund has been initiated, your bank, card issuer, or payment provider may require additional time to post the funds.

Refund initiation and final account posting are not necessarily the same event.

Any mandatory refund deadline required by applicable law takes priority.

💳 11 · Where Will Your Refund Be Sent?

Normally, Back to Your Original Payment Method

Approved refunds are ordinarily issued through the original payment method used for the transaction.

Depending on the original purchase, this may involve a supported payment card or another available checkout payment service.

If the original payment method cannot receive the refund, our support team may coordinate with the relevant payment provider to determine an appropriate alternative where permitted.

🔐 A Small but Important Security Reminder

Please do not send the following information by email:

❌ Complete Payment-Card Numbers

❌ Card Security Codes

❌ Banking Passwords

❌ Account Passwords

❌ One-Time Authentication Codes

For ordinary refund questions, your order number and relevant return information are generally sufficient to begin reviewing the request.

🔄 12 · Would You Prefer an Exchange or Replacement?

Let's Explore the Available Options

Maybe you chose the wrong pen color.

Perhaps you'd prefer another notebook format.

Or your original product needs replacement because of a confirmed problem.

If you'd like an exchange or replacement, contact our support team.

Direct exchange availability may depend on:

📦 INVENTORY

Whether the requested item is available.

🎨 PRODUCT VARIATION

Whether the preferred color, size, or format is offered.

🧾 ORDER DETAILS

The circumstances of the original purchase.

↩️ RETURN ELIGIBILITY

Whether the applicable return requirements are met.

🛠️ REASON FOR REQUEST

Whether the request concerns preference or a qualifying product problem.

Where a direct exchange is available, we'll explain the applicable procedure.

If a direct exchange cannot be arranged, the appropriate process may instead involve:

↩️ ELIGIBLE RETURN

↓

💰 APPROVED REFUND

↓

🛒 NEW PURCHASE

Replacement requests involving confirmed seller errors or qualifying product problems are reviewed separately from ordinary preference-based exchanges.

🛑 13 · Need to Cancel Before Fulfillment?

The Earlier You Contact Us, the Better

Ordered too quickly?

Selected the wrong product?

Changed your mind before your stationery has been prepared?

Please contact us promptly.

📮 service@velraovo.com

Include your order number and a clear cancellation request.

We'll review the order's current status and make reasonable efforts to assist before fulfillment begins.

Successful Pre-Fulfillment Cancellation

CANCELLATION FEE: $0.00

No cancellation fee applies when an eligible order is successfully cancelled before fulfillment begins.

Once Fulfillment Has Progressed

After processing, packing, or shipment preparation has progressed sufficiently, cancellation may no longer be possible.

If your order cannot be cancelled, please contact us for the next appropriate step.

Where applicable, an eligible return may be requested after delivery.

📬 14 · Return or Refund Questions? Contact Us

We're Here to Help You Find the Next Step

Not sure whether your notebook qualifies for a return?

Wondering where to send an approved parcel?

Waiting for a refund update?

Or trying to understand whether an issue qualifies for replacement?

Our customer-support team can assist with:

🍃 RETURN ELIGIBILITY

Understanding applicable conditions.

📍 RETURN DESTINATIONS

Obtaining authorized return instructions.

🚚 RETURN SHIPPING

Clarifying relevant shipping responsibilities.

💥 DAMAGED PRODUCTS

Reporting damage or other delivery-related product concerns.

⚙️ FUNCTIONAL DEFECTS

Explaining problems with writing tools or office accessories.

🔀 INCORRECT ORDERS

Reporting wrong products or variations.

🧩 INCOMPLETE SETS

Identifying missing included components.

🔄 EXCHANGES & REPLACEMENTS

Reviewing available options.

💰 REFUND STATUS

Requesting information about approved refunds.

🛑 CANCELLATIONS

Requesting cancellation before fulfillment begins.

Official Customer Support

📮 Email: service@velraovo.com

☎️ Telephone: +86 139 5244 6311

⏱️ General Response Target: 1–2 business days

Please include your order number whenever possible.

Some cases may require additional investigation with a carrier, fulfillment facility, payment provider, or return-processing partner.

🏛️ 15 · The Business Responsible for Your Purchase

Clear Policies Begin With Clear Business Identity

Returns and refunds involve actual purchases, payment transactions, and customer rights.

We believe the business responsible for those transactions should be clearly identified.

velraovo™ is owned and operated by Zhongshu (Dongguan) Internet Co., Ltd.

Zhongshu (Dongguan) Internet Co., Ltd. is the legal business entity responsible for operating the velraovo™ online store.

Official Business Information

🏷️ BRAND NAME

velraovo™

🏢 LEGAL OPERATING COMPANY

Zhongshu (Dongguan) Internet Co., Ltd.

👤 OWNER

Yang Bing

📍 REGISTERED BUSINESS ADDRESS

Room 401, Building 1, No. 232 Hongtu Road, Nancheng Subdistrict, Dongguan City, Guangdong Province

🪪 UNIFIED SOCIAL CREDIT CODE

91441900MAEFFPGU3L

📮 CUSTOMER SUPPORT EMAIL

service@velraovo.com

☎️ CONTACT NUMBER

+86 139 5244 6311

Brand & Legal Entity Relationship

velraovo™ is owned and operated by Zhongshu (Dongguan) Internet Co., Ltd.

The company identified above is responsible for operating the velraovo™ online store.

🗺️ 16 · Understanding Our Different Business Locations

Registered Office, Shipping Facility & Return Center

An online store may use different locations for different business functions.

🏢 REGISTERED BUSINESS ADDRESS

Identifies the legal entity responsible for operating velraovo™.

📦 FULFILLMENT OR SHIPPING LOCATION

The facility responsible for preparing or dispatching a particular purchase.

↩️ RETURN-PROCESSING DESTINATION

The authorized facility responsible for receiving an approved physical return.

These locations are not necessarily the same.

Please do not automatically send returned products to our registered business address.

Contact service@velraovo.com to obtain the appropriate return destination and instructions after your request has been reviewed.

🧭 17 · Your After-Sales Path, Made Simple

Choose the Situation That Matches Your Request

🌻 “I Changed My Mind.”

📨 CONTACT SUPPORT

↓

🔍 RETURN ELIGIBILITY REVIEW

↓

📍 RECEIVE AUTHORIZED INSTRUCTIONS

↓

📦 SEND THE APPROVED RETURN

↓

🧪 RETURN INSPECTION

↓

💰 ELIGIBLE REFUND

🧯 “My Product Arrived With a Problem.”

📨 REPORT THE ISSUE

↓

📸 PROVIDE RELEVANT INFORMATION

↓

🔎 PRODUCT & ORDER REVIEW

↓

🛠️ APPROPRIATE RESOLUTION

Possible outcomes may include replacement, reshipment, refund, return assistance, or another suitable remedy.

🛑 “I Want to Cancel My Order.”

📨 CONTACT SUPPORT PROMPTLY

↓

🧾 ORDER STATUS REVIEW

↓

✅ SUCCESSFUL CANCELLATION BEFORE FULFILLMENT, WHERE AVAILABLE

↓

💵 $0.00 CANCELLATION FEE

🌟 18 · A Better Ending for Every Shopping Question

Clear Answers. Fair Processes. Practical Support.

A fresh notebook is supposed to be full of possibilities.

A pen should help you write, not create another problem to solve.

And when a purchase doesn't work out as expected, the next step should be easy to understand.

That's why we want our after-sales process to focus on clear information and appropriate solutions.

🗓️ KNOW YOUR RETURN WINDOW

Eligible return requests are generally accepted within 30 calendar days after confirmed delivery.

📨 CONTACT US BEFORE SHIPPING

Request the applicable instructions and authorized destination.

📦 UNDERSTAND PRODUCT CONDITIONS

Preference-based returns and product problems are assessed differently.

⚖️ KNOW WHO COVERS RETURN SHIPPING

Responsibility depends on the reason for the return and applicable law.

🧯 REPORT GENUINE PRODUCT ISSUES

Damaged, defective, incorrect, incomplete, or materially misdescribed products deserve appropriate review.

💰 UNDERSTAND REFUND PROCESSING

Eligible refunds are generally initiated within 5–10 business days after receipt, inspection, and approval of the returned product.

🛑 REQUEST CANCELLATION EARLY

Successful pre-fulfillment cancellations carry no cancellation fee.

💌 ASK WHEN SOMETHING IS UNCLEAR

Our customer-support team is available to help you understand the relevant process.

Thank you for choosing velraovo™.

Here's to fresh ideas, smoother shopping experiences, and stationery that makes everyday moments more enjoyable. 🌸

velraovo™ — Write Freely. Shop Clearly. Create Confidently. ✨

Customer Support: service@velraovo.com

Telephone: +86 139 5244 6311

Owned and operated by Zhongshu (Dongguan) Internet Co., Ltd.