Return Policy

Overview

We want you to be happy with your Velora Snow order. You may return or exchange eligible items for a refund or a size/color exchange, including returns for change of mind, not only for defective products.

This policy applies to purchases made on www.velorasnow.com. You do not need an account to read this page or to request a return.

You must email customer service first. We only accept returns that have written approval. Do not ship anything back until we reply with a return authorization and a return warehouse address.

Return window

You must send us a return or exchange request by email within 30 days of the delivery date shown on your tracking information. Holiday deliveries use the same 30-day window from the day the carrier marked the parcel delivered.

What you need to do

  1. Email service@velorasnow.com with your order number, the item(s) you want to return, the reason, and photos if the item is damaged or not as described. This step is required before any return can start.
  2. Wait for written approval and the return warehouse address. Do not ship anything back until we confirm.
  3. Pack the item in new, unused condition, with original tags attached and original packaging where possible. Include any promotional gift that came with the order.
  4. Ship the parcel within 7 days of our approval and send us the return tracking number.

Returns mailed without email approval, or mailed to our registered business address without a return authorization, may be refused or delayed.

When we offer returns and refunds

Change of mind / size / color: Eligible if the item is unused, unwashed, undamaged, and has original tags and packaging, and if you emailed us within 30 days of delivery.

Defective, damaged, or not as described: Email us within 2 business days of delivery with photos. We will offer a replacement, exchange, or refund. If the issue is our error or a product defect, we cover return shipping.

We may refuse a return that does not meet this policy, that was worn on the mountain, washed, altered, or returned without prior email approval.

Items that cannot be returned

  • Items requested after the 30-day email window
  • Items used, washed, stained, or missing tags
  • Items shipped back without a prior written return approval
  • Gift cards and final-sale items clearly marked as non-returnable on the product page (if any)

Return shipping costs

  • Change of mind, size, or color: you pay the return shipping. Original outbound shipping is not refunded.
  • Defect, damage in transit, or our error: we pay return shipping or send a prepaid label. Original outbound shipping is refunded if the order is cancelled in full for that reason.

We do not charge a restocking fee.

Exchanges

We can exchange the same style for a different size or color when that variant is in stock. For a different style, return the original item for a refund and place a new order. Exchanged items are shipped to you at no extra outbound shipping charge after we receive and inspect the return.

Limit: one exchange per item unless we agree otherwise in writing.

When you can expect your refund

After we receive the return, we inspect it. If it meets this policy, we refund the product price to your original PayPal account within 5–8 business days after inspection. PayPal may take additional time to show the credit in your PayPal balance or on the card linked to PayPal.

If a promotional gift was not included in the return, we deduct the stated retail value of that gift from the refund.

Questions

Email service@velorasnow.com or call +86 183 6301 9658. Customer service hours: Monday–Saturday, 9:00–18:00 Beijing Time (UTC+8).