Refund policy

VELSENNE Return & Refund Policy

Last updated: 2026.8.30

We want you to feel confident when shopping with VELSENNE. Please review this policy before placing your order.

14-Day Return Period

You may request a return within 14 calendar days after your order has been delivered.

To be eligible for a return, the item must be:

• Unused and unlit
• Unaltered and undamaged
• In resalable condition
• Returned with its original packaging, labels, accessories and proof of purchase, where reasonably possible

To request a return, please contact us at [CONTACT EMAIL] before sending any item.

Returns sent without prior authorization or to an address not provided by VELSENNE may not be accepted. If your return is approved, we will provide the applicable return address and return instructions.

Return Shipping Costs

For returns made because you changed your mind, ordered the wrong item or no longer want the product, you are responsible for the return shipping and packaging costs.

We strongly recommend using a tracked shipping service. VELSENNE is not responsible for returned parcels that are lost, delayed or damaged during return transit.

Original shipping charges are generally non-refundable, except where required by applicable law. Customers are also responsible for any return-related customs duties, taxes or carrier charges, except where applicable law provides otherwise.

Please do not refuse delivery or return an order to the sender without contacting us first. Unauthorized returns, refused deliveries and unclaimed parcels may incur shipping, handling, customs or carrier charges, where permitted by law.

Damaged, Defective or Incorrect Items

Please inspect your order as soon as it arrives.

If an item arrives damaged or defective, or if you receive the wrong item, contact us within 7 calendar days of delivery at wjj970715@163.com.

Please include:

• Your full name
• Your order number
• A description of the issue
• Clear photographs of the item
• Photographs of the outer packaging, inner packaging and shipping label

We will review your claim and, where appropriate, offer a replacement, refund or another reasonable solution.

Do not discard the item or its packaging until we have completed our review. Depending on the circumstances, we may not require a damaged or defective item to be returned.

Where a return of a confirmed defective or incorrect item is required, VELSENNE will cover the reasonable return shipping cost or provide other return instructions, as required by applicable law.

Non-Returnable Items

We cannot accept change-of-mind returns for:

• Candles that have been lit or used
• Home fragrance products that have been used
• Products that have been altered or damaged after delivery
• Items that are no longer in resalable condition
• Personalized, customized or made-to-order products
• Gift cards
• Final-sale or clearance items, except where applicable law requires otherwise

These exclusions do not limit any rights you may have regarding goods that are faulty, damaged, incorrectly supplied or not as described.

Return Condition and Inspection

Returned products will be inspected after they are received.

We may reduce or refuse a refund, to the extent permitted by law, if an item has been used beyond what is reasonably necessary to inspect it, or if it is returned damaged, incomplete or in a condition that materially reduces its value.

Refunds

We will notify you after receiving and inspecting your return.

If approved, your refund will be issued to the original payment method. Processing times vary by payment provider and financial institution, and it may take additional business days for the refund to appear in your account.

Where required by applicable law, eligible standard outbound delivery charges will also be refunded. Additional costs for express or upgraded delivery options may not be refundable.

Exchanges

We do not currently offer direct exchanges.

If you would like a different item, please request a return for the eligible original item and place a new order after the return has been approved.

Order Cancellations and Address Changes

We begin processing orders as quickly as possible. If you need to cancel an order or change the delivery address, contact us immediately at [CONTACT EMAIL].

We cannot guarantee changes or cancellations after an order has entered processing or has been shipped.

Customers are responsible for providing a complete and accurate delivery address. Additional costs resulting from an incorrect or incomplete address may be deducted from a refund or charged to the customer, where permitted by law.

Consumer Rights

Nothing in this policy excludes or limits any mandatory consumer rights available under the laws applicable to your purchase.

Where local consumer law provides rights or remedies that are more favorable than this policy, those mandatory legal rights will apply.

For return or refund enquiries, contact:

VELSENNE
Email: wjj970715@163.com

Please include your order number in all order-related messages.