Refund policy

Refund Policy

Last updated: March 24, 2025
Company Information: Velarnique (Trading name of BLACKRHINO TECHNOLOGY LIMITED, UNIT 2A, 17/F GLENEALY TOWER, NO.1 GLENEALY, CENTRAL, HK)

This policy sets out when you can return something bought from us, how long you have, and who covers the shipping costs.

1. Your Return Window (30 Days)

You have 30 days from the day your order is delivered to notify us that you wish to return an item.

Please email service@velarnique.com within this window so we can confirm the correct return address before you post anything back.
Important: Items sent back without prior notice or agreement may not be refundable, as we cannot match unexpected parcels to an order.

2. Condition of Returned Items

To qualify for a refund, returned items must be:

Unused, unwashed, and free of any marks or signs of wear.
In their original packaging, including all molded inserts (these protect the items on the return journey just as they did on the way out).
Complete, if the item was originally sold as a set or a pair.

3. Who Pays for Return Postage?

Customer Responsibility (Change of Mind): If you are returning an item due to a change of mind, a color preference, or a sizing issue, you are responsible for the return shipping costs. Original outbound shipping charges are non-refundable in these cases.
Our Responsibility (Damaged, Faulty, or Incorrect Items): If the item arrived damaged, defective, or is not what you ordered, we will cover the return shipping costs and refund your original outbound shipping fee in full.

4. Breakages, Faults & Damaged Items

We specialize in fragile materials like ceramics, glassware, and enamelware. Occasionally, a piece may not survive the transit journey.

What to do: Please check your order immediately upon arrival. If something is broken, chipped, faulty, or incorrect, email service@velarnique.com within 14 days of delivery with your order number and clear photographs of both the damaged piece and the outer box.
Resolution: We will gladly send a replacement or issue a full refund—your choice.
No Return Needed for Breakages: To save you time, safety risks, and money, we will not ask you to ship broken ceramics or glass back to us; the photographs are all we need to process your claim.

5. Items We Cannot Accept Back

Items that have been used, washed, or put through a dishwasher.
Items returned more than 30 days after delivery.
Items returned without their original protective packaging (where that packaging was necessary to ensure safe transit).
Gift cards.

6. Exchanges

We do not process direct exchanges. If you need a different item, simply return the original piece for a refund and place a new order for the desired item. This is much faster and ensures the new item doesn't sell out in the meantime.

7. How Refunds Are Issued

Once your return arrives at our facility, we inspect it and email you the outcome within 3 business days.
If approved, your refund will be issued back to your original payment method within 5 to 10 business days.
The time it takes for the funds to appear on your bank statement depends entirely on your bank or card issuer. If more than 15 business days have passed since our confirmation email, please reach out to us and we will investigate.

8. Order Cancellations

If your order has not shipped yet, email us immediately at service@velarnique.com with your order number, and we will cancel it and issue a full refund. Once a parcel has been handed over to the carrier, it must go through our standard return process instead.

9. Statutory Rights

Nothing in this policy limits any rights you have under the consumer protection laws of your own country, including rights relating to goods that are faulty or not as described. Where local law provides a longer return period than our 30-day window, that longer period will apply.