Dispute Resolution & Payment Dispute Policy
1. Purpose of This Policy

This policy explains the dispute resolution process between you and Vellqua for issues related to product purchases and services, as well as how payment disputes or chargebacks initiated through payment providers are handled. We are committed to resolving all issues quickly through friendly communication while complying with applicable rules and requirements of the U.S. Federal Trade Commission (FTC) and payment networks.

2. Contact Us First for Resolution

We strongly recommend that you contact us through our official customer support channels before filing any formal dispute or payment chargeback. Most issues can be resolved smoothly within 24–48 hours through direct communication.

You may contact us through the following methods:

Phone: +1(971)443 9704

Email: info@vellqua.com

Office Address: 1490 Tripp St SE, Salem, Oregon 97302-1446, USA

Customer Service Hours: Monday to Friday 9:00AM-5:00PM PT

3. Internal Dispute Handling Process
  1. Submit Your Issue: Please provide your order number, a description of the issue, and any relevant evidence, such as product photos or shipping screenshots.
  2. Initial Response: We will confirm receipt of your issue within 48 hours and assign customer service staff to assist you.
  3. Investigation: Customer service will complete the investigation within 1–3 business days.
  4. Resolution: We will provide a clear solution, which may include a refund, reshipment, replacement, or other appropriate assistance.
  5. Final Confirmation: After you confirm acceptance of the solution, we will complete the process within 1–2 business days.
4. Payment Disputes and Chargebacks

If you choose to file a payment dispute through your card-issuing bank or payment provider, please review the following process and important notes.

4.1 Types of Payment Disputes

Common payment dispute types include:

  • Item not received
  • Item not as described
  • Item damaged or defective
  • Unauthorized transaction
  • Duplicate charge
4.2 Our Response Process
  1. After receiving a dispute notice from the payment provider, we will submit all necessary evidence within 3 business days, including order confirmation, shipment proof, tracking information, and communication records.
  2. We will notify you by email that the dispute has been received and provide the case number when available.
  3. The payment provider usually makes a final decision within 30–60 days.
  4. Regardless of the outcome, we will notify you in a timely manner.
4.3 Important Notes
  • Filing a payment dispute does not always resolve the issue faster. Contacting us directly usually allows us to handle the matter in a shorter time.
  • Abusive or fraudulent payment disputes, such as claiming an item was not received after it has been delivered, may result in your account being restricted or blacklisted, which may affect future purchases on our website.
  • We reserve the right to pursue legal action for malicious chargeback behavior.
5. Arbitration Clause

If a dispute cannot be resolved through negotiation, either party may choose to resolve the dispute through binding arbitration instead of filing a lawsuit in court. Arbitration will be conducted by the American Arbitration Association (AAA) in accordance with its then-current Commercial Arbitration Rules.

  • Place of Arbitration: Oregon, United States
  • Language of Arbitration: English
  • Arbitration Fees: Each party shall bear its own attorney fees and costs, and arbitration fees shall be shared equally by both parties.
  • Final Decision: The arbitration award shall be final and binding on both parties and may be enforced in any court with proper jurisdiction.
6. Class Action Waiver

You agree that any dispute must be brought only in your individual capacity and not as part of any class action or other representative proceeding. The arbitrator may not consolidate claims from multiple individuals or preside over any form of class or representative proceeding.

7. Governing Law

This Dispute Resolution Policy shall be governed by the laws of the State of Florida, United States, without regard to its conflict of law principles.

8. Policy Updates

We reserve the right to modify this policy based on changes to payment provider rules and business operations. Any changes to this policy will be posted on this page at least 7 days before they take effect. Once effective, the updated policy will apply to all disputes arising on or after the date of posting.

Last Updated: June 25, 2026