Return Policy

Order preparation and cancellation

velocasi normally prepares orders within 3–5 business days. During holidays or promotions, preparation may take 5–7 business days. To request cancellation, email service@velocasi.com within 24 hours of placing the order. After that period, the order may already be in fulfillment and cancellation may no longer be possible. Mandatory cancellation or withdrawal rights remain unaffected.

Return and exchange window

Eligible return and exchange requests must be submitted within 21 days of delivery. Items should be unworn, unused, and in their original condition and packaging. Exchanges depend on stock availability.

For change-of-mind returns, items must be saleable, unassembled where applicable, and accompanied by all original tags, protective materials, manuals, parts, and accessories. Items showing use, alteration, damage, installation, or assembly may not qualify. Any legally required inspection rights remain available.

Excluded items

Opened candles, used kitchen appliances, personalized or custom-made goods, and products clearly identified as final sale may be excluded from change-of-mind returns where permitted by law. Such exclusions do not remove remedies for defects, delivery damage, incorrect items, or misdescription.

Authorization and shipping

Email your order number, item details, reason for the request, and supporting photographs where relevant. We will provide return instructions and any required authorization. Do not send products to the business address without confirming the correct return destination.

Customers normally pay return shipping and should use a tracked, insured service and retain the receipt. We cover return shipping for verified incorrect or defective items supplied by us, and provide a prepaid label and replacement shipping where appropriate. Large furniture returns may require a collection arrangement; any permitted pickup cost will be explained during authorization.

Inspection and refunds

After receiving a return, we inspect its condition. Approved refunds are issued to the original payment method within up to 10 business days of receipt and inspection. Your bank or payment provider may need an additional 3–5 business days to display the credit. A shorter mandatory legal deadline takes priority.

Original shipping and handling charges are normally non-refundable for change-of-mind returns, subject to applicable law. Return costs, any lawful condition-based deduction, or a return shipment for ineligible goods will be explained; no undisclosed restocking penalty applies.

Damaged, defective, or incorrect goods

Please report apparent problems within 7 days of delivery by emailing service@velocasi.com with your order number and clear photos or video. Earlier notice helps us investigate, but does not limit statutory rights. Once assessed, remedies may include a free return, replacement subject to stock, or a refund including original shipping where appropriate.

Special purchases

Custom-made, assembled, and personalized items are generally final sale for change of mind, subject to mandatory law. Any advertised holiday extension applies under the relevant promotion. We may investigate patterns of abusive returns, while preserving valid claims and non-excludable consumer rights.

Company name: Bag Technology Limited
Business address: RM 21, 6/F, BLK A, KA LIK IND CTR, 5–21 PAI TAI PA ST, TSUEN WAN, HONG KONG
Email: service@velocasi.com
Website: www.velocasi.com
Business hours: Monday to Friday, 9:00 AM–6:00 PM (EST)