Refund policy
Refunds & Returns
At VELORIEN, we value ritual, craftsmanship, natural materials, and thoughtful consumption.
Our collection includes natural agarwood incense, Hainan agarwood products, incense holders, ritual objects, aromatic materials, and agarwood jewelry. Because many of these products are aromatic, handcrafted, or made from natural materials, we generally do not accept returns of items that have been opened, burned, used, worn, altered, or otherwise changed after delivery, except where required by applicable consumer law.
We accept refund or replacement requests if:
- The item arrives damaged or defective
- The wrong item was received
- The package is confirmed lost during transit
- The item received is materially different from the product description
Please contact us at hello@velorien.co within 7 days of delivery if you experience an issue with your order.
Please include:
- Your order number
- Photos of the product and packaging, where applicable
- A brief description of the issue
We will review your request and provide an appropriate resolution, which may include a replacement, refund, or other suitable remedy depending on the circumstances.
Right of Withdrawal for EU / UK Customers
Customers in the European Union and United Kingdom may have a statutory right to withdraw from an eligible online purchase within 14 days of receiving the goods, without giving a reason.
To exercise this right, please contact hello@velorien.co within the applicable 14-day period.
Unless the item is damaged, defective, incorrect, or applicable law provides otherwise, the customer is responsible for the direct cost of returning the goods.
Returned items should be securely packaged and returned with their original packaging and included materials where reasonably possible.
Customers may be responsible for any reduction in value resulting from handling or use beyond what is reasonably necessary to inspect the nature, characteristics, and condition of the goods.
Certain products may be excluded from the statutory right of withdrawal where an applicable legal exception applies, including qualifying sealed goods that are not suitable for return for genuine health protection or hygiene reasons once unsealed.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
Non-Refundable Items
Except where required by applicable consumer law, we do not accept returns of:
- Agarwood incense sticks, aromatic powders, resin materials, or other aromatic products that have been opened, burned, used, or partially consumed
- Incense holders, incense burners, trays, or other ritual objects that show signs of use, including burn marks, ash residue, heat discoloration, wax or oil residue, scratches, stains, chips, or other damage occurring after delivery
- Agarwood jewelry, aromatic accessories, bracelets, pendants, or other wearable pieces that have been worn, altered, resized, engraved, or otherwise modified after delivery
- Products made from Hainan agarwood, wood, stone, ceramic, glass, metal, or other natural materials that show damage resulting from improper use, storage, handling, moisture exposure, excessive heat, impact, or failure to follow product care instructions
- Items showing signs of prolonged handling or use, including surface wear, staining, odor transfer, cosmetic residue, moisture exposure, or other changes that materially affect their condition or resale value
- Personalized, customized, engraved, or made-to-order products
- Limited-edition products where the product page specifically states that the item is non-returnable
- Items returned with missing components, accessories, certificates, protective packaging, or original presentation materials where their absence materially affects the condition or value of the product
Eligibility for a return is assessed based on the condition of the item when it is received by VELORIEN.
Natural variations in agarwood grain, color, texture, fragrance character, stone markings, ceramic finish, glass bubbles, or other characteristics of natural and handcrafted materials are not considered defects unless they materially affect the function, safety, or quality of the product.
Nothing in this section limits any mandatory rights available to consumers under applicable law.
Order Cancellation
Orders may be canceled within 12 hours of purchase, provided they have not already been processed or shipped.
If your order has already entered fulfillment, we may be unable to cancel it.
To request a cancellation, please contact hello@velorien.co as soon as possible and include your order number.
Shipping Delays
International shipments may occasionally be delayed due to customs clearance, local postal or carrier operations, weather conditions, international logistics disruptions, or other circumstances outside our reasonable control.
While such delays may be beyond our control, VELORIEN will assist with tracking and delivery issues whenever reasonably possible.
A shipment will not be considered lost solely because it has exceeded its estimated delivery window. Where necessary, we may first open an investigation with the relevant carrier or logistics provider before determining whether a replacement or refund is appropriate.
Return Authorization
Please contact hello@velorien.co before returning any item.
Returns sent without prior authorization may not be accepted or processed.
Where a return is approved, we will provide the applicable return instructions.