Return & Refund Policy

Last Updated: November 11, 2026

At Veldorr, we want customers to feel confident when purchasing outdoor products through our store.

This policy explains the conditions for returning eligible purchases, how to report product issues, who is responsible for return shipping, and how refunds are processed.

Veldorr is operated by Shaanxi Chenyi Zhongyu Network Technology Co., Ltd.

1. Return Eligibility and Time Limit

Eligible purchases may be submitted for return within 90 calendar days from the date of delivery.

Customers must contact our support team within this period to initiate a return request.

The reason for the return and the condition of the product will be considered when reviewing eligibility.

Certain products may have specific return restrictions. Any applicable restrictions will be communicated where relevant and will not override mandatory consumer protection rights.

2. Product Condition for Returns

For returns based on personal preference or a change of mind, products should generally meet these requirements:

• The item must be unused and undamaged.

• The product must remain in its original condition.

• All supplied accessories and components should be included where applicable.

• Original packaging should be retained where available.

• The product must not show damage caused by outdoor use, improper storage, misuse, or unauthorized modification.

• A valid order number or proof of purchase must be provided.

These requirements apply to preference-based returns only.

If a product arrives defective, damaged, incorrect, incomplete, or materially different from its advertised description, customers may report the issue regardless of the preference-based return conditions.

3. Starting a Return Request

To request a return, send an email to service@veldorr.com with:

• Your order number.

• The email address used during checkout.

• The product you wish to return.

• The reason for your request.

• Photographs or videos showing the issue, if relevant.

Our support team will assess the information and explain the available return or resolution options.

Please do not ship any item before receiving return authorization and instructions.

If you are unable to provide photographs or videos, contact us to discuss alternative ways to review the matter.

4. Authorized Return Location

After your request has been approved, we will provide the appropriate return address and shipping instructions.

The designated return location may differ from our registered company address.

Our registered business address must not be used for product returns unless our customer support team has specifically authorized it.

Customers are encouraged to retain return shipping receipts and tracking details until the matter is resolved.

5. Return Shipping Costs

Personal Preference and Change-of-Mind Returns

For eligible returns resulting from personal preference or a change of mind, customers are responsible for the return shipping expense.

Original outbound shipping charges are generally non-refundable unless applicable law requires otherwise.

Veldorr does not charge a separate restocking fee.

Products with Verified Issues

If an outdoor product arrives damaged, defective, incorrect, incomplete, or materially inconsistent with its listing, please contact us.

We will review the issue and offer an appropriate resolution, which may include a replacement, refund, or authorized return.

If the product needs to be returned, we will arrange a prepaid return method or cover the necessary return shipping expense.

Please contact our support team before purchasing return postage.

For approved full-order refunds resulting from such issues, any original shipping fee paid will also be refunded.

6. Missing Products or Accessories

If your parcel arrives without an item or an advertised product component, please notify us with your order number and a description of what is missing.

We will review the order and fulfillment information to determine whether the missing item was shipped separately or omitted.

If the issue is confirmed, we will arrange an appropriate replacement or refund without additional charges.

Customers will not be required to return products that were never delivered.

7. Order Amendments and Cancellations

If you need to change or cancel an order, please email service@veldorr.com as soon as possible.

Include your order number, checkout email address, and the details of your request.

We will determine whether the order can still be modified or stopped before dispatch.

Once fulfillment has progressed or the parcel has been transferred to the carrier, changes and cancellations may no longer be possible.

For cancellations confirmed before dispatch:

• No cancellation fee will be charged.

• The full amount paid will be refunded.

• Any original shipping fee paid will be included.

• The refund will be submitted to the original payment method within 5–10 business days after cancellation confirmation.

Orders already dispatched may be considered for return after delivery under the applicable return conditions.

8. Return Inspection and Refund Decisions

Once an authorized return reaches the designated return location, we will inspect the product and review its condition against the applicable return requirements.

We will notify you after the assessment is completed.

If a requested full refund cannot be approved, we will explain the reason.

All approved refunds will be issued to the original payment method used during checkout.

9. Refund Processing Time

The following processing periods generally apply:

• Returned products: 5–10 business days after receipt and inspection.

• Refunds without a required return: 5–10 business days after approval.

• Pre-dispatch cancellations: 5–10 business days after cancellation confirmation.

These timeframes refer to our refund processing. Your bank or payment provider may require additional time to display the funds.

10. Refund Follow-Up

If your refund has not appeared within the expected timeframe:

1. Check the original payment account or card.

2. Contact your bank or payment provider to determine whether the refund is still pending.

3. If the funds remain unavailable, email service@veldorr.com with your order number.

For security reasons, never send passwords, verification codes, or complete payment card information to our support team.

11. Consumer Rights

Nothing in this policy is intended to remove, restrict, or replace consumer rights or remedies that cannot legally be waived.

Any additional rights provided by mandatory consumer protection laws remain applicable.

12. Customer Support and Company Information

For questions about returns, refunds, cancellations, or product concerns, please contact:

Brand: Veldorr

Company: Shaanxi Chenyi Zhongyu Network Technology Co., Ltd.

Email: service@veldorr.com

Phone: +86 13759890557

Business Address:

Room Y155, Room 412, Unit 2, Building 6, Phase II, Linkong Industrial Park, Konggang New City, Xixian New Area, Shaanxi Province, China.

Please include your order number and checkout email address when contacting us.

Our registered company address is not an authorized return location unless our support team has expressly confirmed otherwise.