Last updated: September 11, 2026
We want you to be comfortable with your Velmaron purchase. This policy explains how returns, exchanges, cancellations, and refunds are handled. Nothing in this policy limits rights that cannot be excluded under applicable consumer law.
30-day return window
You may request a return within 30 days after the item is delivered. To qualify, the item must be unused, uninstalled, undamaged, and in the same condition in which it was received, with its original packaging, accessories, instructions, and proof of purchase.
Start a return
Email ducbn.hebestorm@gmail.com with your order number, the item you wish to return, and the reason for the request. Do not send a return before receiving return instructions and the authorized return address. Returns sent without authorization may be delayed or refused.
Damaged, defective, or incorrect items
Inspect your order when it arrives. If an item is damaged, defective, or incorrect, contact us within 7 days of delivery and provide photographs or video showing the issue, the packaging, and the shipping label. When the claim is verified, we will provide an appropriate remedy, which may include a replacement, repair, store credit, or refund, as required by applicable law.
Items that cannot be returned
- Items that have been used, installed, altered, assembled, or damaged after delivery
- Custom-made, personalized, or made-to-order products
- Perishable goods, living plants, and opened consumables
- Gift cards
- Items marked final sale, except where required by law
- Items returned without all original components or packaging
Return shipping
For a change-of-mind return, the customer is responsible for return shipping and any applicable customs charges. Original shipping charges are not refundable unless required by law. If we confirm that an item was damaged, defective, or sent incorrectly, we will provide return instructions and cover reasonable return shipping as appropriate.
Refunds
We will inspect the returned item and notify you of the decision. Approved refunds are issued to the original payment method. Please allow up to 10 business days after approval for us to process the refund; your bank or payment provider may require additional time to post it. If more than 15 business days have passed since approval, contact us.
Exchanges
The fastest way to obtain a different item is to return the original item and place a new order after the return is approved. If we offer a direct exchange for your item, the instructions will be provided by email.
Cancellations
Contact us as soon as possible if you need to cancel an order. We cannot guarantee cancellation after fulfillment has begun. If the order has shipped, the return conditions above apply.
European consumers
If mandatory withdrawal rights apply to your purchase, those statutory rights remain available in addition to this policy. Certain goods and circumstances may be excluded by law.
Contact
Email: ducbn.hebestorm@gmail.com
Mailing address: 18 Shing Yip Street, Flat B208, 1/F, New East Sun Industrial Building, Kwun Tong, Kowloon, Hong Kong