Return Window

Eligible products may be returned within 30 calendar days after confirmed delivery.

To remain within the return period, please contact us before the 30-calendar-day period expires.

Return eligibility remains subject to the conditions described in this policy.

Starting a Return Request

Before sending an item back, email:

service@velmarqis.com

Please provide:

• Your order number
• The name or description of the product you wish to return
• The reason for the return
• Relevant photographs or videos where appropriate
• Photos of the exterior packaging and shipping label for damaged, incomplete, or incorrect orders

Customer support will review your request and provide the appropriate instructions if the return is approved.

Return Eligibility

Except where an item is damaged, defective, incorrect, incomplete, or otherwise protected by applicable law, an eligible preference-based return should generally be:

• Unused and in its original condition
• Complete, unaltered, and not intentionally damaged
• Returned with all original parts, accessories, inserts, and included materials
• Returned in its original protective packaging where reasonably possible
• In a condition that allows reasonable inspection and resale
• Accompanied by proof of purchase or the applicable order number

Opening the shipping package does not automatically make a product ineligible for return, provided the product remains complete, unused, undamaged, and otherwise satisfies the applicable return conditions.

Velmarqis™ pet toys may include plush components, feathers, cords, bells, scratching surfaces, track systems, balls, decorative elements, wooden parts, and plastic components. Please handle all product parts and packaging carefully while inspecting the item.

Product Appearance & Normal Variations

Velmarqis™ offers pet toys including interactive cat toys, teaser wands, scratching products, activity centers, hideaway play products, and ball track toys.

Depending on the product and production batch, minor variations may occur in:

• Color tone
• Surface finish
• Texture
• Stitching or decorative details
• Assembly alignment
• Shape
• Dimensions or weight

Product photographs may also appear slightly different depending on photography conditions, room lighting, screen brightness, and device display settings.

Minor differences in color, finish, texture, decorative details, dimensions, weight, stitching, shape, or assembly are not necessarily manufacturing defects.

If you simply prefer a different style, color appearance, scale, decorative design, or overall look, you may still request a return during the applicable 30-day period. Unless a confirmed problem is attributable to us, this will generally be treated as a preference-based return.

Return Address & Authorization

Do not automatically send merchandise to our registered business address.

After your request has been reviewed and approved, customer support will provide the appropriate return warehouse address and return instructions.

Unauthorized returns or packages sent to our registered business address, an incorrect location, or any destination not provided by customer support may be delayed, rejected, lost, or ineligible for processing.

Non-Returnable Items

Certain products may not qualify for preference-based returns because of customization, product condition, or other legitimate considerations.

These may include:

• Customized or personalized products
• Gift cards
• Products clearly identified as “Final Sale” or non-returnable before purchase
• Items materially altered, misused, or damaged after delivery for reasons unrelated to an original product problem
• Products returned with missing parts, accessories, or major components
• Products returned in a condition that prevents reasonable inspection

Discounted or promotional products remain eligible under this policy unless they were clearly identified as “Final Sale” or non-returnable before purchase.

These limitations do not remove consumer rights that applicable law does not permit us to exclude.

Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If your Velmarqis™ product arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us within 7 calendar days after delivery.

Include:

• Your order number
• A clear description of the issue
• Clear photographs or videos showing the product and problem
• Photographs of the exterior packaging
• A photograph of the shipping label where appropriate

After the issue has been reviewed and confirmed, we will provide an appropriate replacement, refund, reshipment, return, or other reasonable solution at no additional cost for an error attributable to us.

Return Shipping Costs

Preference-based returns: If a return results from a change of mind, style preference, appearance preference, incorrect customer selection, or another reason not attributable to us, the customer is generally responsible for return shipping costs.

Confirmed problems attributable to us: If we confirm that the item was damaged, defective, incorrect, incomplete, or materially different because of an error attributable to us, we will provide an appropriate solution without requiring you to bear additional costs caused by that error.

Original shipping charges are generally not refundable for preference-based returns.

If a return results from a confirmed error attributable to us, eligible original shipping charges will be addressed as part of the approved resolution.

Returning the Package

For preference-based returns, customers should use a reliable, trackable shipping service.

Please retain your shipping receipt and tracking number until the return and refund process has been completed.

Velmarqis™ cannot guarantee receipt of a preference-based return package that is shipped without tracking or sent to an address not provided by customer support.

The customer is generally responsible for a preference-based return package until it is received at the approved return destination.

Inspection & Refund Timing

After an approved return arrives at the designated return location, it may be inspected to confirm that the applicable return conditions have been satisfied.

Once the return has been received, inspected, and approved, we will normally initiate the eligible refund to the original payment method within 5–10 business days.

Your bank, card issuer, or payment provider may require additional time to post the credit after the refund has been issued.

Refund Method

Approved refunds are normally issued to the original payment method used for the order.

If the original payment method cannot accept the refund, customer support will work with the applicable payment provider to determine an appropriate alternative where permitted.

Depending on the circumstances, product value, shipping costs, and nature of the issue, we may determine that a refund or replacement can be provided without requiring the product to be returned.

This decision is made by customer support after reviewing the request.

Exchanges

Exchanges depend on current inventory and product availability.

Because Velmarqis™ products may include different colors, materials, decorative details, plush components, natural-feeling textures, and molded parts, minor appearance differences may occur between individual units or production batches.

If a direct exchange is unavailable, we may ask you to complete an approved return and place a new order for the desired product.

Order Cancellation

Cancellation requests should be submitted as soon as possible after an order is placed.

We will make reasonable efforts to cancel an order before fulfillment begins.

Cancellation cannot be guaranteed after processing, fulfillment, packaging, shipment preparation, or dispatch has started.

No cancellation fee is charged when an order is successfully canceled before fulfillment.

Consumer Rights

This policy explains our standard return and refund procedures.

It does not limit any rights or remedies that cannot lawfully be excluded or restricted under applicable consumer-protection law.