RETURN AND REFUND

Please review the following policies carefully.

IsVelora offers a quicker dispute solution and will appreciate it a lot if you provide:

a.
Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.  

b.
Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).  

c.
The products need to be returned to IsVelora if our Dispute Team asks for a return in Disputes.  

Except for the important interpretation, IsVelora will make a refund, resend, or accept the return for any of the following cases:

1.Orders not Received.                                                                                                                                                                                                                                            .
IsVelora will not deal with the refund or resend if the tracking information shows the order is delivered.

a)
 Incorrect/insufficient address.

b)
 No such number.

c)
 Unknown recipient.

d)
 Refused.

e)
 Do not pick up in time.

f)
 No safe delivery location.

g)
 Uncleared customs.

h) Others.

NOTE:

a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, your customer needs to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, IsVelora takes no responsibility if products have been lost.

B. ISVELORA cannot offer a refund or resend if you don’t process the undelivered orders or packages destroyed by logistics companies

PRODUCT DAMAGED                                                                                                                                                                                                             •1 IsVelora offers a full refund or a replacement if packages arrived are badly damaged.
•2 IsVelora offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.)
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, IsVelora cannot offer any refunds or other after-sale services due to the long-distant delivery.

Incorrect or Missing Products.
IsVelora has a strict quality control process before products are dispatched. IsVelora will deal with incorrect or missing products as follows:

a.
For incorrect products, IsVelora offers a full refund or replacement.

b.
For products with wrong color, size which doesn't affect product function, etc., IsVelora offers a refund or resend if you provide a screenshot of your clients' complaint including name, content and date.

c.
For parts missing which doesn’t affect product function, IsVelora may refund partially or resend the missing part; for parts missing which affect product function, IsVelora will resend the product only.

d.
For accessories, IsVelora will resend the accessories.

Notes:

For size problem, IsVelora will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

Orders Cancellation.
For orders cancellation, IsVelora offers a full refund before products are processed by warehouses.

a.
For payment, POD orders cannot be canceled as it is customized.

b.
After payment, preorder inventory orders cannot be canceled as it is special products and only available for you.

c.
After payment, video and photo orders cannot be canceled as IsVelora has planned and prepared for you after payment.