Terms of service

Terms of Service

General

Welcome to VELORIEN.

By accessing, browsing, or purchasing from velorien.co, you agree to these Terms of Service and the policies referenced on our website.

These Terms apply to visitors, customers, and anyone who uses our website or purchases VELORIEN products.

You may use our website and products only for lawful purposes.

VELORIEN may update these Terms from time to time to reflect changes in our products, services, business practices, technologies, or applicable requirements.

The Terms published on our website at the time of your purchase will generally apply to that order unless applicable law requires otherwise.

Nothing in these Terms limits any mandatory consumer rights available under applicable law.

Products

VELORIEN offers natural agarwood incense, Hainan agarwood products, incense holders, ritual objects, aromatic materials, agarwood jewelry, and other products crafted from natural materials.

We aim to describe and present every product as accurately as reasonably possible.

Because many VELORIEN products are natural, handcrafted, or produced in small batches, individual pieces may vary in:

  • Color
  • Grain and pattern
  • Texture
  • Fragrance intensity and aromatic character
  • Shape and dimensions
  • Weight
  • Surface appearance
  • Natural inclusions or markings
  • Ceramic or glass characteristics
  • Hand-finishing details

These variations are part of the character of natural and handcrafted materials and are not considered defects unless they materially affect the product's intended function, safety, or quality.

Product appearance may also vary slightly from photographs due to lighting, photography, display settings, natural material differences, and production batches.

Natural Agarwood and Aromatic Materials

Hainan agarwood and other natural aromatic materials may differ from piece to piece in grain, tone, resin distribution, fragrance profile, density, and appearance.

Natural agarwood incense may also reveal subtle variations in aroma between batches due to differences inherent in botanical materials.

Descriptions such as woody, resinous, smoky, sweet, warm, floral, or similar fragrance terms are intended to describe general sensory characteristics and should not be interpreted as guaranteeing that every individual will experience a fragrance in exactly the same way.

Such natural variation is not considered a product defect.

Incense Holders and Ritual Objects

VELORIEN incense holders, burners, trays, vessels, and other ritual objects may incorporate materials including ceramic, glass, stone, jade, metal, wood, or combinations of natural and handcrafted materials.

Minor variations in texture, glaze, surface tone, natural stone markings, handmade finishing, or production batches may occur.

In glass components, small bubbles or similar characteristics may naturally result from the production process and are not necessarily defects.

Products that materially impair safety or normal use remain subject to applicable consumer rights.

Agarwood Jewelry and Accessories

VELORIEN agarwood jewelry, bracelets, pendants, aromatic accessories, and other wearable natural-material pieces may change gradually through normal wear.

Contact with skin, moisture, fragrance, cosmetics, sunlight, or the surrounding environment may influence the color, surface, aroma, or appearance of natural materials over time.

These natural changes are not necessarily defects.

Customers should follow any care instructions provided with the product.

Product Availability

All products are subject to availability.

VELORIEN may:

  • Limit quantities
  • Discontinue products
  • Update product specifications
  • Correct product information
  • Temporarily remove products from sale

If a product becomes unavailable after you place an order, we will contact you and provide an appropriate solution, which may include cancellation and refund of the affected item.

Pricing

Prices are displayed in the currency shown on the website or at checkout.

Applicable shipping charges and other charges will be displayed before you complete your purchase where required.

VELORIEN may update product prices at any time.

If an obvious pricing, technical, or product-information error occurs, we reserve the right to correct the error before fulfilling the affected order.

If payment has already been collected and we cannot fulfill the order at the correct price, we will contact you and, where appropriate, issue a refund.

Orders

Submitting an order does not necessarily guarantee acceptance of that order.

VELORIEN may refuse, suspend, or cancel an order where reasonably necessary, including in cases involving:

  • Suspected fraud
  • Unauthorized payment
  • Payment failure
  • Product unavailability
  • Obvious pricing or technical errors
  • Shipping restrictions
  • Incomplete or inaccurate delivery information
  • Suspected misuse of promotions or discount codes

If we cancel an order after payment has been successfully collected, the applicable amount will be refunded.

Payment

Payments are processed through authorized third-party payment providers.

VELORIEN currently accepts payment through PayPal and may introduce additional authorized payment methods in the future.

By submitting payment information, you confirm that you are authorized to use the selected payment method.

VELORIEN does not store full payment card numbers or PayPal login credentials.

Third-party payment providers may apply their own terms, privacy practices, fraud-prevention procedures, and security requirements.

Shipping and Delivery

VELORIEN ships internationally to eligible destinations.

Available shipping methods, charges, and estimated delivery periods are displayed at checkout or described in our Shipping Policy.

Delivery dates are estimates unless expressly stated otherwise.

International shipments may occasionally be affected by:

  • Customs processing
  • Carrier operations
  • Local postal networks
  • Weather conditions
  • International logistics disruptions
  • Peak shipping periods
  • Other circumstances outside our reasonable control

VELORIEN will provide reasonable assistance with tracking, delayed shipments, and delivery issues.

Customers are responsible for providing complete and accurate shipping information.

If you notice an address error after placing an order, contact hello@velorien.co as soon as possible.

Once an order has entered fulfillment or shipping, we may not be able to change its delivery information.

Customs, Duties and Import Requirements

International shipping requirements may vary by destination and shipping method.

Where applicable, customs clearance, import requirements, taxes, duties, or related charges may be handled differently depending on the logistics service used for the order.

Any amounts collected directly by VELORIEN will be disclosed where applicable during checkout.

Customers remain responsible for complying with import restrictions or requirements that apply in their destination country, except where applicable law or the selected delivery service provides otherwise.

Intended Use

VELORIEN products are intended for personal:

  • Aromatic use
  • Ritual use
  • Decorative use
  • Atmospheric enjoyment
  • Fragrance appreciation
  • Accessory or jewelry use, where applicable

References to calm, meditation, mindfulness, reflection, sleep rituals, atmosphere, or similar experiences are intended to describe lifestyle and sensory experiences only.

VELORIEN products are not intended to diagnose, treat, cure, or prevent any disease or medical condition.

Incense Safety

All incense and combustible aromatic products must be used responsibly.

When burning agarwood incense or other aromatic materials:

  • Use a stable and heat-resistant incense holder
  • Place burning incense away from flammable materials
  • Keep burning products away from children and pets
  • Use in an appropriately ventilated environment
  • Never leave burning incense unattended
  • Avoid placing incense near curtains, paper, fabrics, or other combustible objects
  • Allow holders and surrounding materials to cool before handling
  • Fully extinguish burning materials before leaving the area

Customers are responsible for following reasonable safety instructions during use.

Allergies and Sensitivities

Natural woods, incense smoke, fragrance materials, resins, metals, stones, and other materials may affect individuals differently.

Customers with known respiratory sensitivities, allergies, skin sensitivities, or sensitivity to fragrance or smoke should review available product information carefully before use.

Discontinue use if irritation, discomfort, or an unexpected reaction occurs.

Nothing in this section excludes or limits any rights or remedies that cannot legally be excluded.

Product Care

VELORIEN products should be stored and used according to their material and intended purpose.

Unless a product is specifically described as suitable for such exposure, customers should avoid:

  • Excessive moisture
  • Prolonged water exposure
  • Extreme heat
  • Harsh chemicals
  • Strong impact
  • Improper storage
  • Direct application of perfumes, cosmetics, or cleaning chemicals to natural-material jewelry

Improper use, storage, handling, alteration, or maintenance may affect the condition and lifespan of a product.

Returns, Refunds and Cancellations

Returns, refunds, replacements, and cancellations are governed by our Refunds & Returns Policy.

Nothing in these Terms limits statutory rights relating to faulty, damaged, incorrectly supplied, or materially misdescribed products, or any other mandatory consumer rights available under applicable law.

Privacy

Our collection, use, and disclosure of personal information are governed by our Privacy Policy.

Our website may use cookies, analytics, advertising technologies, and third-party ecommerce services as described in that policy.

Intellectual Property

Unless otherwise stated, content available through VELORIEN, including:

  • The VELORIEN name and branding
  • Logos
  • Product names
  • Product photography
  • Original images
  • Graphics
  • Product descriptions
  • Editorial content
  • Website copy
  • Design elements
  • Visual materials

is owned by or licensed to VELORIEN and may be protected by applicable intellectual property laws.

You may not reproduce, copy, distribute, modify, publish, commercially exploit, or create derivative works from protected VELORIEN content without prior authorization, except where permitted by applicable law.

Acceptable Use of Our Website

You may not use the VELORIEN website to:

  • Conduct unlawful or fraudulent activity
  • Attempt unauthorized access to the website or related systems
  • Introduce malicious code
  • Interfere with website security or operation
  • Scrape or systematically extract protected content for unauthorized commercial purposes
  • Impersonate another person
  • Submit false or misleading information
  • Abuse promotions, discounts, payment systems, or customer services

We may restrict access where reasonably necessary to protect VELORIEN, our customers, or our systems.

Third-Party Services

VELORIEN relies on third-party providers to operate parts of our website and business, including ecommerce infrastructure, payments, analytics, advertising, communications, and logistics.

Our website may also contain links to independent third-party websites.

Third-party services may be governed by their own terms and privacy practices.

VELORIEN is not responsible for the independent content or practices of third-party websites we do not control, except where applicable law provides otherwise.

Limitation of Liability

Customers are responsible for using VELORIEN products according to their intended purpose and reasonable safety and care instructions.

To the extent permitted by applicable law, VELORIEN is not responsible for loss or damage resulting directly from:

  • Improper use of a product
  • Use contrary to safety or care instructions
  • Leaving burning materials unattended
  • Improper handling or storage
  • Unauthorized alteration or modification
  • Exposure to conditions for which the product was not designed
  • Damage caused by circumstances outside our reasonable control where VELORIEN is not at fault

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

Nothing in these Terms limits any mandatory consumer remedy relating to defective, unsafe, incorrectly supplied, or materially misdescribed goods.

Events Outside Our Reasonable Control

VELORIEN is not responsible for delays or failures caused by events outside our reasonable control, to the extent permitted by applicable law.

Such events may include severe weather, transportation disruption, customs delays, carrier interruption, natural disasters, governmental actions, labor disruption, or significant failures of international logistics infrastructure.

Where such an event affects an order, we will make reasonable efforts to communicate with the customer and provide an appropriate solution.

Changes to These Terms

VELORIEN may update these Terms of Service from time to time.

Changes will take effect when the revised Terms are published on our website unless otherwise stated.

Material changes will not retroactively remove rights that have already arisen under an existing purchase where applicable law prevents this.

Governing Law and Consumer Rights

These Terms are governed by applicable law, subject to mandatory consumer protections available to customers in the country or region where they reside.

Nothing in these Terms is intended to restrict, waive, or remove rights that cannot legally be excluded or limited.

Contact

For questions regarding these Terms of Service, please contact:

VELORIEN
Email: hello@velorien.co
Website: velorien.co