Your Return Journey at a Glance

Velariontika provides a 30-calendar-day return window in Hong Kong for products delivered damaged or incorrect. The delivery date is treated as the starting date. Velariontika must receive the return request no later than the end of the thirtieth calendar day following that delivery date.

Returns are not available because a customer changes their mind, no longer wants the product, or decides that a correctly supplied item does not suit a personal preference. This limitation does not remove any right that cannot lawfully be excluded under Hong Kong law.

Stage One: Check Whether the Product Qualifies

A product may qualify when it was damaged at delivery or when Velariontika delivered an item different from the placed order. Examples may include visible breakage, material damage affecting ordinary use, an incorrect model, an incorrect color, or an incorrect quantity.

Normal variations that were clearly disclosed before purchase, damage arising after delivery through misuse, illegal alteration, improper storage, accidental handling, or ordinary wear do not qualify under this policy. Velariontika will evaluate the facts, product condition, order record, photographs, and other relevant information.

Stage Two: Send the Return Request

Email decorcraft@velariontika.com within 30 calendar days after delivery. Include the customer’s name, order reference, delivery address, product involved, and a clear explanation of the problem. Photographs showing the product, packaging, and reported damage or difference should be included where reasonably available.

Velariontika may request additional information needed to identify the order or understand the issue. A request is considered submitted when received through the stated email address. Sending a request does not automatically establish eligibility. It begins our review and collection coordination process.

Stage Three: Free Doorstep Collection

When the request is accepted for physical assessment, Velariontika will arrange collection from the customer’s Hong Kong doorstep. Eligible return collection is free. We do not impose a restocking fee or a return collection fee.

The customer must provide reasonable access at the agreed collection time and hand over the item with its available packaging and included components. If collection cannot occur because the address is inaccessible or nobody is available, a new collection time may be arranged.

Stage Four: Twenty-Four-Hour Inspection

After doorstep collection, Velariontika will take up to 24 hours to inspect the returned product. We will compare the item with the order record, the customer’s report, photographs, packaging, and relevant product information.

Inspection determines whether the item was damaged when delivered or was different from the item ordered. The inspection may also consider whether the product was materially altered, substituted, or damaged after delivery.

If the return meets the stated conditions, Velariontika will approve the claim and proceed with an exchange or refund. If it does not qualify, we will explain the decision and discuss the return of the item where appropriate. A refusal under this policy does not restrict a customer from asserting a statutory right.

Stage Five: Exchange or Refund

When an eligible claim is accepted, Velariontika will ordinarily offer an exchange if the correct replacement product is available. The replacement is arranged without a delivery, collection, or restocking charge.

If the appropriate replacement is unavailable, Velariontika will provide a bank-transfer refund. This process does not exclude, reduce, or restrict any statutory right or outcome available to the customer under Hong Kong law. Where a mandatory legal requirement provides a different outcome, that requirement prevails.

Stage Six: Bank-Transfer Refund

When an eligible claim results in a refund, Velariontika will initiate the bank transfer within two business days after completing the inspection and accepting the claim. We may request the account-holder name, bank name, account number, and other information reasonably needed to complete the transfer.

Customers must provide accurate banking details through the instructed channel. After Velariontika initiates the transfer, the amount may take up to seven business days to appear in the receiving account. Actual timing depends on the receiving banking provider. We will assist with reasonable inquiries if that period passes.

Legal Framework and Customer Rights

This policy is interpreted consistently with the Sale of Goods Ordinance (Cap. 26), including applicable requirements concerning description, quality, and fitness; the Trade Descriptions Ordinance (Cap. 362), concerning false trade descriptions and unfair trade practices; the Control of Exemption Clauses Ordinance (Cap. 71); and the Unconscionable Contracts Ordinance (Cap. 458).

Order records and electronic communications may be recognized under the Electronic Transactions Ordinance (Cap. 553). Personal data collected during a return or refund is handled under the Personal Data (Privacy) Ordinance (Cap. 486) and the Velariontika Privacy Policy.

Nothing here excludes liability or limits a customer right where doing so is prohibited. If this policy conflicts with a mandatory legal requirement, that requirement prevails.

Questions and Assistance

For eligibility questions, return requests, collection arrangements, exchange updates, or refund inquiries, contact Velariontika at decorcraft@velariontika.com. Please include the order reference so we can locate the relevant record and respond efficiently.

Velariontika
Email : decorcraft@velariontika.com
Hong Kong

Support Hours: Monday to Saturday, 10 AM to 7 PM, HKT