1. Scope of This Policy
This policy applies to all products purchased from the official Vellqua website (vellqua.com) and shipped to addresses within the United States. We are committed to following applicable Federal Trade Commission (FTC) consumer protection requirements. All terms are transparent and publicly available to help protect the lawful rights and interests of both customers and our business.
2. Standard Return Window
You may request a return and refund within 30 days from the date you receive your order.
Return requests must be submitted through our official contact channel. Return requests submitted after 30 days will not be accepted.
Products purchased during promotional periods follow the same return policy as regular-priced products, except for items marked as final sale.
3. Returnable Product Conditions
To be eligible for return, the product must meet all of the following conditions:
1. The product must be unused, unwashed, undamaged, and in brand-new condition.
2. The original packaging, hang tags, and product labels must be complete and not removed.
3. Set products must be returned with all original components and may not be partially returned.
4. Free gifts must be returned together with the main product.
Non-Returnable Products for Hygiene and Safety Reasons
For public health and safety reasons, the following products cannot be returned or refunded once opened or used:
Swimming items worn close to the body: swim caps, silicone earplugs, nose clips, swimsuits, and swim trunks.
Personal care items: anti-fog spray and goggle cleaning cloths.
Opened waterproof phone pouches, as waterproof performance cannot be verified after opening.
Customized or engraved products.
4. Return Process
1. Submit a request: Send an email to info@vellqua.com with your order number, the product name, and the reason for return.
2. Receive a return label: We will review your request within 1–2 business days and send a prepaid return label by email when the return is due to a product quality issue.
3. Ship the product back: Please securely package the product and ship it to the designated U.S. warehouse address using the label we provide, if applicable.
4. Inspection and refund: After we receive the returned product and complete our inspection, usually within 1–3 business days, we will process your refund.
5. Return Shipping Responsibility
| Reason for Return | Return Shipping Responsibility | Original Shipping Fee Refundable? |
|---|---|---|
| Product quality issue, wrong item sent, or missing item | Covered by us with a prepaid return label | Fully refundable |
| Customer personal reason, such as dislike, wrong item ordered, or unsuitable size | Covered by the customer | Not refundable. For free shipping orders, a basic shipping fee of $5.99 will be deducted. |
Important Notes:
For non-quality-related returns, customers are responsible for return shipping costs. We recommend using a trackable shipping method.
If the returned product is lost or damaged during return shipping, the related loss shall be borne by the customer.
We do not accept cash-on-delivery returns.
6. Refund Information
1. Refund method: All refunds will be returned to your original payment method, such as credit card, debit card, PayPal, or another original payment account.
2. Refund arrival time: After the refund is processed, it usually takes 3–10 business days for the funds to appear in your account. The exact timing depends on your card-issuing bank or payment platform.
3. Partial refunds: If you return only part of an order, we will refund the amount corresponding to the returned product.
4. Sales tax refund: Applicable U.S. state sales tax will be refunded together with the product refund.
7. Special Situations
Product Quality Issues
If the product you receive has a quality defect, damage, or does not match the product description, please contact us within 3 days after receiving the product and provide clear photos showing the issue.
After verification, we will offer one of the following solutions:
Free replacement of the same product, with all shipping costs covered by us.
Full refund without requiring you to return the defective product.
Replacement with another product of equal value.
Wrong Item or Missing Item
If the product you receive does not match your order, or if any product component is missing, please contact us within 3 days after receiving the product.
We will promptly send the correct product or issue a full refund for the missing item.
Lost or Damaged Package
If the product is lost or seriously damaged during shipping, please refer to the relevant terms in our Shipping Policy.
8. Final Sale Products
Clearance or discounted products marked as “Final Sale” are not eligible for return or refund.
Final sale products are still protected under this policy for quality issues. If a quality defect exists, we will arrange a refund or replacement for you.
9. Dispute Resolution
If you disagree with the result of a return or refund decision, please first contact our customer support team to resolve the issue through discussion.
If no agreement can be reached, you may file a dispute through your payment institution, and we will cooperate actively with the process.
10. Customer Support
Our customer support team will respond to all return and refund inquiries within 48 hours.
Phone Number: +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
11. Policy Updates
We reserve the right to modify this Return and Refund Policy based on business operations. Any policy changes will be posted on this page at least 7 days before they take effect. Once effective, the updated policy will apply to all orders submitted on or after the effective date.
Last Updated: June 25, 2026