↩️ velltut™ Returns, Refunds & Order Changes
RETURNS · REFUNDS · PRODUCT ISSUES · CANCELLATIONS
Not Quite Right? Here’s the Way Forward. 🧭
Sometimes the little object you picked just isn't the right fit.
Maybe the size doesn't work where you planned to display it.
Maybe you selected the wrong character or variation.
Maybe you simply changed your mind.
Or — ugh — maybe the parcel arrived and something genuinely wasn't right. 🫣
Whatever the reason, we want the next step to be understandable.
This page explains how velltut™ handles:
↩️ Eligible returns
🪆 Product-condition requirements
📍 Return destinations
🚚 Return shipping costs
💥 Damaged or incorrect products
🔁 Replacements and exchanges
💰 Refunds
🛒 Order cancellations
And one important thing before we begin:
A CHANGE-OF-MIND RETURN AND A PRODUCT PROBLEM ARE NOT TREATED THE SAME WAY.
If something went wrong because of a confirmed error attributable to us, we won't simply treat it like you changed your mind.
Okay — let's find the right route. 👇
🗓️ YOUR RETURN WINDOW
30 Days to Submit an Eligible Return Request
For eligible products, a return may generally be requested within:
30 CALENDAR DAYS
FOLLOWING CONFIRMED DELIVERY
The return period begins from the date the order is confirmed as delivered.
If you'd like to request a return, please contact our customer support team within that period.
Whether a product qualifies will depend on factors such as:
🪩 Product condition
🧾 Reason for the request
📦 Included components
🛍️ Type of return
⚖️ Applicable consumer rights
The standard return window does not remove additional rights that may be available under applicable consumer-protection laws.
📨 FIRST MOVE
Please Message Us Before Mailing Anything
Thinking about a return?
Hold onto the parcel for a moment. ✋📦
Please contact us before arranging return shipment:
✉️ service@velltut.com
To help us understand your request, please include:
🧾 YOUR ORDER NUMBER
The number connected with your purchase.
🪆 THE PRODUCT
Tell us which velltut™ object you want to return.
💭 WHY YOU’RE RETURNING IT
A short explanation is enough.
📷 PHOTOS OR VIDEO, WHEN RELEVANT
These can be useful if the request concerns damage, a defect, an incorrect product, missing components, or another fulfillment issue.
We'll review the information and provide the applicable next steps.
Please wait for the return destination and instructions before shipping the parcel.
Yep — this matters quite a bit. 📣
🛣️ WHICH RETURN PATH ARE YOU ON?
PATH A — “I Changed My Mind.” 💭
Maybe the figurine isn't quite right for your shelf.
Maybe you picked the wrong available variation.
Maybe your desk suddenly has less room than you thought. 😅
For a standard preference-based return, an eligible product should generally:
✓ Remain unused and in its original condition
✓ Not have been intentionally damaged or materially altered
✓ Include the original parts and accessories supplied with it
✓ Include original packaging where reasonably possible
✓ Be associated with valid proof of purchase or an identifiable order number
🪄 A Note About Decorative Objects
velltut™ products may include painted resin objects, glass pieces, textile elements, moving mechanisms, decorative bases, or other materials depending on the particular item.
For a preference-based return, please avoid using, modifying, disassembling, staining, intentionally damaging, or otherwise materially altering the product before requesting the return.
The applicable product page should be reviewed for product-specific information.
PATH B — “Something Went Wrong.” 🚨
This is different.
If a product arrives with a qualifying problem, please contact us promptly.
Examples include an item that is:
💥 Damaged during delivery
⚙️ Defective
🔀 Incorrect
🧩 Missing included parts
📝 Materially different from its confirmed description
These cases are reviewed separately from ordinary preference-based returns.
Standard “unused condition” rules do not automatically override rights associated with defective, damaged, incorrect, or otherwise legally protected products.
🧩 PRODUCT PROBLEM?
Show Us What Happened — We’ll Review It
If something isn't right, please send:
01 · 🧾 Order Number
02 · 🪆 Product Name
03 · 🖊️ Short Description of the Problem
04 · 📸 Relevant Photographs
05 · 🎥 Video, where useful and reasonably available
We'll review the available information and determine an appropriate resolution based on the circumstances and applicable consumer rights.
That resolution may include:
♻️ REPLACEMENT
Providing an appropriate replacement item.
🚚 RESHIPMENT
Sending another product where appropriate.
💵 REFUND
Issuing an eligible refund.
↩️ RETURN ASSISTANCE
Providing return instructions where physical return of the affected item is necessary.
If our review confirms that the issue resulted from an error attributable to us, we'll provide an appropriate solution without requiring you to bear additional costs caused by that confirmed error.
📍 WHERE DOES THE RETURN GO?
Not Automatically to the Address on Our Business Profile
This is one of the most important parts of the page. 🗺️
Our registered business address identifies the legal company operating velltut™.
It is not automatically our customer return warehouse.
After an eligible return request has been reviewed and approved, our customer support team will provide, where applicable:
📍 Correct return destination
📦 Packing instructions
🏷️ Required return reference details
🚚 Relevant shipping guidance
📝 Any other necessary return steps
Please do not send a return directly to our registered company address unless our customer support team specifically tells you to do so.
A parcel sent to an incorrect facility or sent without the necessary return arrangements may experience processing difficulties or delays.
🚚 WHO PAYS TO SEND IT BACK?
The Reason for the Return Matters
Here's the simplest way to understand it:
💭 CHANGED YOUR MIND?
For an eligible preference-based return, the customer is generally responsible for applicable return shipping costs.
Examples may include:
🎨 Selecting the wrong available variation
🪑 Deciding the object doesn't suit the intended space
💭 Changing your mind after purchase
🛍️ Another eligible reason not attributable to velltut™
Original shipping charges are generally not refundable for preference-based returns unless applicable law requires otherwise.
🚨 DID WE CONFIRM SOMETHING WENT WRONG?
If we confirm that the product was damaged, defective, incorrect, incomplete, or materially different because of an error attributable to us, we'll provide an appropriate resolution without requiring you to bear additional costs caused by that confirmed error.
Our team will explain the applicable replacement, return, reshipment, or refund arrangement after reviewing the request.
🧷 Quick Reminder
Please contact us before paying to return an item.
That allows us to determine which path applies and provide the correct return destination.
🚫 A FEW RETURN EXCEPTIONS
Some Preference-Based Returns May Have Additional Limits
Certain products may not qualify for a standard change-of-mind return because of their condition, customization, or other legally permitted restrictions.
Examples may include:
🧵 PERSONALIZED OR CUSTOM-MADE ITEMS
Products made or modified according to individual customer specifications.
🎫 GIFT CARDS
Where offered and where legally permitted to be excluded from preference-based returns.
🏷️ CLEARLY DISCLOSED FINAL-SALE PRODUCTS
Items expressly identified as non-returnable before purchase, where such a restriction is legally permitted.
🔧 MATERIALLY ALTERED OR MISUSED ITEMS
Products substantially modified, misused, intentionally damaged, or altered after delivery for reasons unrelated to an original product problem.
📣 BUT PLEASE NOTE
These exceptions do not remove rights that applicable law does not permit us to exclude.
If an item arrives damaged, defective, incorrect, incomplete, or materially different from its description, please contact us even if the product would not normally qualify for a preference-based return.
🔎 RETURN CHECK-IN
What Happens When an Approved Return Arrives?
Once an approved return reaches the designated return-processing facility, it may be inspected before the next step is completed.
Depending on the reason for the return, we may review:
📦 Whether the correct product was received
🪆 The condition of the item
🧩 Whether relevant components and accessories are included
🏷️ Applicable packaging or identifying information
📝 The reason originally given for the return
🛠️ Any reported product or fulfillment issue
For preference-based returns, applicable original-condition requirements may be considered.
For damaged, defective, incorrect, or otherwise legally protected products, the review will take the particular circumstances and applicable consumer rights into account.
Once the review is complete, we'll determine the appropriate next step.
💰 THE REFUND ROUTE
Approved → Inspected → Refund Initiated
For an eligible approved return, the general refund journey looks like this:
① ↩️ RETURN APPROVED
Follow the return instructions supplied by customer support.
② 📦 PARCEL RECEIVED
The return reaches the designated processing facility.
③ 🔍 ITEM REVIEWED
The applicable return conditions and reported circumstances are checked.
④ 💳 REFUND INITIATED
After the approved returned item has been received, inspected, and approved for refund, we will generally initiate the eligible refund within:
5–10 BUSINESS DAYS
⑤ 🏦 PAYMENT PROVIDER POSTS THE FUNDS
Refund initiation and the date the money appears in your account aren't always the same thing.
After we initiate an eligible refund, your:
🏦 Bank
💳 Card issuer
📲 Payment provider
may require additional processing time.
Any mandatory refund deadlines required under applicable law will take precedence where applicable.
💳 WHERE DOES THE MONEY GO?
Usually Back the Way It Came
Approved refunds are normally issued to the original payment method used for the purchase.
For example, where payment was made using an eligible card or supported payment service, the refund will ordinarily be processed through the corresponding payment channel.
If the original method cannot accept the refund, our customer support team may work with the relevant payment provider to determine an appropriate alternative where permitted.
🔐 Please Never Email Us
❌ Your complete payment-card number
❌ Card security code
❌ Account password
Those details are not required for a normal refund inquiry.
🔁 WANT A DIFFERENT ONE INSTEAD?
Exchanges & Replacements Work a Little Differently
Maybe you chose the wrong character.
Maybe you'd prefer another eligible variation.
Or perhaps the original item needs replacement because of a confirmed problem.
No worries — send us a message. 🛟
Direct exchanges depend on:
📦 Product availability
🪩 Requested variation
🧾 Order circumstances
↩️ Return eligibility
Where a direct exchange is available, we'll explain the applicable process.
If a direct exchange isn't available, you may need to:
Return → Refund → Reorder
That may involve:
-
Submitting an eligible return request
-
Following the approved return instructions
-
Placing a new order for the preferred available product
Replacement requests involving damaged, defective, or incorrect products are handled under the product-problem process described above.
🛑 WAIT — CAN I CANCEL BEFORE IT SHIPS?
The Earlier You Ask, the Better
Changed your mind immediately after ordering?
It happens. 🫢
Please contact:
service@velltut.com
Include your order number and clearly state that you're requesting cancellation.
We'll review the current order status and make reasonable efforts to cancel the purchase before fulfillment begins.
Successful Cancellation Before Fulfillment
$0 CANCELLATION FEE
No cancellation fee is charged when an order is successfully cancelled before fulfillment begins.
Once order processing, packing, fulfillment, or shipment preparation has progressed sufficiently, cancellation may no longer be possible.
If the order can no longer be cancelled, contact us to discuss the available next step.
Where applicable, an eligible return may be requested after delivery under this policy.
🆘 RETURN & REFUND SUPPORT
Stuck Somewhere in the Process?
Send us a message — really, that's what we're here for. 🤝
Our customer support team can assist with:
↩️ Return eligibility
📍 Return destination questions
🚚 Return shipping arrangements
💥 Damaged or defective products
🔁 Replacement or exchange questions
💰 Refund status
🛑 Cancellation requests
🧾 Existing return cases
✉️ EMAIL
☎️ PHONE
+86 185 8907 8249
⏱️ RESPONSE TARGET
1–2 Business Days
Some cases may take longer if additional information is required from a carrier, fulfillment facility, payment provider, or return-processing partner.
For faster assistance, please include your order number whenever possible.
🏢 WHO STANDS BEHIND velltut™?
Official Business & Legal Identity
Returns and refunds involve real transactions.
So you should be able to clearly identify the company responsible for the store. 🪪
BRAND NAME
velltut™
LEGAL OPERATING COMPANY
Shenzhen Zhuowu Technology Co., Ltd.
OWNER
Tang Ru
REGISTERED BUSINESS ADDRESS
Unit B1402, Building 2, ZTE Talent Apartments, Dashi 1st Road, Xili Community, Xili Subdistrict, Nanshan District, Shenzhen
UNIFIED SOCIAL CREDIT CODE
91440300MAEH3WBW3A
CUSTOMER SUPPORT EMAIL
CONTACT NUMBER
+86 185 8907 8249
BRAND ↔ LEGAL ENTITY
velltut™ is owned and operated by Shenzhen Zhuowu Technology Co., Ltd.
Shenzhen Zhuowu Technology Co., Ltd. is the legal business entity responsible for operating the velltut™ online store.
📌 REGISTERED ADDRESS NOTICE
Our registered business address is provided for business identification and transparency.
It is not automatically:
❌ The dispatch location for every order
❌ A customer-facing return warehouse
❌ The designated return destination for every approved return
For return instructions, please contact:
service@velltut.com
We'll provide the appropriate destination where a return shipment is required.
🧭 velltut™ RETURN ROUTE
A Simple Map for the “What Happens Now?” Moment
💭 CHANGED YOUR MIND?
Contact Us → Eligibility Review → Return Instructions → Send Approved Return → Inspection → Eligible Refund
💥 SOMETHING ARRIVED WRONG?
Contact Us → Show Us the Issue → Review → Appropriate Resolution
That resolution may be:
Replacement · Reshipment · Refund · Return Assistance
🛑 WANT TO CANCEL?
Contact Us Before Fulfillment → Status Review → Successful Cancellation = No Cancellation Fee
🪩 THE OBJECT MAY BE SMALL. THE AFTER-SALES DETAILS SHOULDN’T BE.
We'd much rather explain the process clearly than leave you wondering what happens next.
So if you're unsure whether an item qualifies…
If you don't know where to send it…
If you're waiting for an approved refund…
Or if something arrived in a way you definitely weren't expecting… 😮💨
💌 service@velltut.com
Tell us what happened and include your order number.
We'll help you find the appropriate route.