Return and Refund Policy
Company Name:Ganzhou Zhongshulang Technology Co., Ltd.
Email: service@veqanora.com
This policy explains the conditions and procedures for requesting a return, reporting an order issue, arranging an exchange, and receiving a refund from Veqanora™.
Veqanora™ is operated by Ganzhou Zhongshulang Technology Co., Ltd.
1. Return Period
You may request a return within 30 days of receiving your order.
A return request submitted after the 30-day period may not be eligible for approval. The delivery date shown by the shipping carrier will generally be used to determine when the return period begins.
2. Return Conditions
To qualify for a return, the product must:
- Be unused and in the condition in which it was received
- Include original tags, inserts, accessories, and components
- Be placed in its original packaging
- Show no signs of washing, assembly, pet use, wear, alteration, or damage
- Include a receipt, order confirmation, or other proof of purchase
Pet products that have been used, washed, exposed to pet hair, or returned with missing components may not qualify for return due to product-condition and hygiene considerations.
3. Starting a Return
Before sending any item back, contact:
Your message should include:
- Your full name
- Your order number
- The product you want to return
- The reason for the request
- Photographs showing the item’s current condition
- Photographs of the packaging, when relevant
If the request is approved, we will provide return instructions and the applicable return destination. A return authorization or shipping label may be provided depending on the reason for the return and the destination.
Items sent without prior approval may be refused and may not qualify for a refund.
4. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Customer-Preference Returns
If the return is requested because of a change of mind, incorrect size selection, ordering error, or another customer-preference reason, the customer may be responsible for return shipping costs.
Incorrect, Damaged, or Defective Items
If the item delivered is incorrect, arrives damaged, or has a confirmed manufacturing issue, Veqanora™ will review the documentation and provide an appropriate resolution. Where applicable, we may provide a return label, replacement, replacement component, or refund.
Original shipping fees are generally non-refundable unless the return results from an error confirmed by Veqanora™.
5. Damaged, Incorrect, or Incomplete Orders
Please inspect your order shortly after delivery.
If you receive an incorrect, damaged, defective, or incomplete item, contact service@veqanora.com within 72 hours of delivery.
Include:
- Your order number
- A description of the issue
- Clear photographs or video of the product
- Photographs of the shipping package
- A photograph of the shipping label
- Images of all received components
Keep the product and its original packaging until the review is complete. Do not discard, wash, alter, or repair the item before receiving instructions.
6. Items That Cannot Be Returned
Returns are not accepted for:
- Products returned after the applicable return period
- Used, washed, worn, altered, or assembled items
- Products showing pet hair, stains, odors, marks, or other signs of use
- Personalized or custom-made products
- Gift cards or store credits
- Final-sale products clearly identified as non-returnable
- Items missing original packaging, tags, components, or accessories
- Products damaged through misuse or failure to follow product instructions
- Items restricted from return by transportation or hygiene requirements
If you are unsure whether a product is eligible, contact us before sending it.
7. Sale Items
Regular promotional discounts do not automatically make an item ineligible for return.
However, products clearly marked “Final Sale” at the time of purchase cannot be returned unless they arrive damaged, defective, or incorrect.
8. Exchanges
We do not process direct product-for-product exchanges.
To obtain a different item, size, or color:
- Request a return for the original product.
- Wait for return authorization.
- Send the approved product to the provided return destination.
- Place a separate order for the preferred item.
A replacement order is subject to current availability and pricing.
9. European Union Cancellation Rights
If an order is delivered to an address within the European Union, the customer may have the right to cancel the purchase within 14 days of receiving the goods, subject to applicable consumer law.
To exercise this right, the customer must notify us within the 14-day period.
Returned products must generally be:
- Unused and unwashed
- Complete with tags and accessories
- In their original packaging
- Accompanied by proof of purchase
Certain exclusions may apply to customized products, opened hygiene-related goods, or other categories excluded under applicable law.
Nothing in this policy limits statutory consumer rights that cannot legally be excluded.
10. Return Review
After an authorized return reaches the designated facility, the product will be inspected.
The review may consider:
- Product condition
- Evidence of use or washing
- Included accessories and components
- Original packaging and tags
- Consistency with the approved return request
We will send an email confirming whether the refund has been approved, partially approved, or declined.
Items that do not meet the return conditions may be sent back to the customer at the customer’s expense where permitted.
11. Refund Method and Timing
Approved refunds are issued to the original payment method.
Please allow up to 10 business days for Veqanora™ to process an approved refund after inspection. Your bank, PayPal, card issuer, or payment provider may require additional time to display the funds.
If more than 15 business days have passed since you received confirmation that the refund was approved, contact:
Include your order number and refund confirmation details.
12. Partial Refunds
A partial refund may be considered when:
- An approved return is missing non-essential packaging
- Accessories or components are absent
- The product is returned in a condition different from that documented
- The returned quantity differs from the authorized quantity
- A deduction is permitted under applicable law
Any deduction will be explained during the return review.
13. Original Shipping Charges
The $5.99 shipping fee paid at checkout is generally non-refundable.
An exception may apply when Veqanora™ confirms that the entire order was incorrect, damaged, defective, or not delivered as required.
Import duties, customs charges, bank fees, and currency-conversion costs are not refunded by Veqanora™ because they are collected by third parties.
14. Cancellations Before Shipment
To request an order cancellation, email service@veqanora.com within 12 hours of purchase.
Cancellation requests are reviewed according to the order’s fulfillment status. Once processing or shipment has begun, cancellation may no longer be possible.
If the order has already shipped, the standard return procedure will apply after delivery.
15. Return Destination
Do not return products to the business operator’s registered address or to the address printed on the original package unless Veqanora™ specifically instructs you to do so.
The correct return destination will be provided after the return request has been reviewed and approved. Return locations may vary according to the product, order destination, and fulfillment facility.
Packages sent to an unauthorized address may be refused or lost and may not qualify for a refund.
16. Contact Information
For return, refund, cancellation, or order-issue requests, contact:
Veqanora™ Customer Care
Email: service@veqanora.com
Business Operator: Ganzhou Zhongshulang Technology Co., Ltd.
Support Hours: Monday–Friday, 9:00 AM–6:00 PM (EST)
Please include your order number in all return-related messages.