Return & Refund Policy
Last Updated: September 1, 2026
At LUNEVA, we want customers to feel confident when shopping with us.
This Return & Refund Policy explains the return eligibility requirements, procedures, return-shipping responsibilities, refund methods, and refund timelines that apply to eligible purchases made through velathique.com.
LUNEVA is operated by:
Shanghai Honghetai Technology Co., Ltd.
Brand: LUNEVA
Website: velathique.com
Customer Service Email: service@velathique.com
Telephone: +86 18312876925
Registered Business Address:
Room 109, No. 5, Lane 1688, Shenchang Road
Minhang District, Shanghai, China
1. 180-Day Return Period
Eligible products may generally be returned within:
180 calendar days from the carrier-confirmed delivery date.
The 180-day return period begins on the date the applicable shipping carrier confirms that the order was delivered.
It does not begin on:
- the order date;
- the payment date;
- the shipment date.
To qualify for a return, you must contact us within the applicable 180-day return period.
Return requests submitted more than 180 calendar days after the carrier-confirmed delivery date may not be accepted unless otherwise required by applicable law.
2. Return Eligibility
To be eligible for a standard return, the item should generally:
- have been purchased directly from velathique.com;
- be returned within 180 calendar days from the carrier-confirmed delivery date;
- be in its original or reasonably preserved condition;
- include original components and accessories;
- include original packaging where reasonably available;
- not show excessive use, misuse, intentional damage, or unauthorized modification;
- comply with any product-specific return restrictions disclosed before purchase.
A product does not necessarily need to remain completely unopened unless a hygiene, safety, consumable, or product-specific restriction applies.
LUNEVA reserves the right to reasonably inspect returned merchandise before approving a refund.
3. Home Fragrance and Consumable Products
Because LUNEVA sells home-fragrance and lifestyle products, certain products may have additional return restrictions for hygiene, safety, or consumable reasons.
Products that have been substantially:
- used;
- consumed;
- emptied;
- contaminated;
- intentionally altered;
- damaged after delivery;
may not qualify for a standard change-of-mind return.
Opening packaging solely to reasonably inspect a product does not automatically make the product ineligible for return.
These restrictions do not remove rights that may apply where a product arrives damaged, defective, incorrect, or materially different from what was ordered.
4. How to Start a Return
Please do not send a product back before contacting us.
To request a return, contact:
Please provide:
- your full name;
- order number;
- email address used for the order;
- product you wish to return;
- reason for the return;
- photographs or other supporting information where relevant.
Our customer-service team will review your request and provide applicable return instructions if the return is approved.
We aim to respond to customer inquiries within:
24 business hours
Messages received outside normal business hours will generally be reviewed on the next business day.
5. Return Address
Unless different written instructions are provided for a specific approved return, the authorized return address is:
Shanghai Honghetai Technology Co., Ltd.
Room 109, No. 5, Lane 1688, Shenchang Road
Minhang District, Shanghai, China
Return Contact Email:
service@velathique.com
Telephone:
+86 18312876925
Important
Please contact customer service before shipping any return.
Returns sent without prior contact, sufficient order identification, or applicable return instructions may experience delays.
Do not send products to an address appearing on the original shipping package unless that address has been expressly confirmed by LUNEVA customer service as the authorized return destination.
6. Return Shipping Costs
Responsibility for return shipping depends on the reason for the return.
Damaged, Defective, Incorrect, or Fulfillment-Error Returns
If we verify that a product:
- arrived damaged during shipping;
- was materially defective upon arrival;
- was the wrong product;
- was materially different from the product ordered;
- resulted from another fulfillment error attributable to LUNEVA;
LUNEVA will provide an appropriate resolution.
Where a physical return is required, LUNEVA will cover reasonable standard return shipping costs.
Depending on the circumstances, we may provide:
- a prepaid return label where available;
- reimbursement of an approved reasonable standard return-shipping cost;
- replacement without requiring a return where appropriate;
- another reasonable return arrangement.
Please do not purchase expensive or expedited return shipping without our prior approval.
Change-of-Mind Returns
If a return is not caused by a verified error, defect, or shipping damage attributable to LUNEVA, the customer is generally responsible for return shipping costs.
Examples include:
- no longer wanting the product;
- ordering the wrong option;
- personal preference;
- changing your mind after delivery.
Original shipping charges are generally non-refundable for ordinary change-of-mind returns unless otherwise required by applicable law.
Important Clarification
The 180-day return period refers to the period during which eligible returns may be requested.
It does not, by itself, mean that all return shipping is free.
Return-shipping responsibility depends on the reason for the return as described above.
7. Damaged Items
If your order arrives damaged during transportation, please contact us as soon as reasonably possible.
For shipping-related damage, we recommend reporting the issue within:
7 days of delivery
where reasonably possible so that we can investigate the shipment with the carrier.
Please provide:
- order number;
- description of the damage;
- clear photographs of the product;
- photographs of the packaging;
- photograph of the shipping label where reasonably available.
Please retain the damaged item and packaging until the claim has been reviewed.
After reviewing the claim, an appropriate resolution may include:
- replacement;
- reshipment;
- partial refund;
- full refund for the affected item.
The appropriate resolution will depend on the circumstances.
The recommended 7-day reporting period for shipping damage does not replace or shorten the general 180-calendar-day return period for otherwise eligible returns.
8. Incorrect Items
If you receive a product that does not match your order, contact:
Please include:
- your order number;
- details of the product ordered;
- details of the product received;
- photographs showing the product received where applicable.
Once the issue is verified, we will provide appropriate instructions.
Where an incorrect item results from a verified fulfillment error attributable to LUNEVA, the customer will not be required to bear reasonable standard return-shipping costs where a return is required.
9. Missing Items
If one or more items appear to be missing, please first check whether your order was divided into multiple shipments.
Separate packages may:
- have different tracking numbers;
- be delivered on different dates;
- arrive through different carriers.
If all expected shipments have arrived and an item is still missing, contact:
We will review the order and available shipping records and provide an appropriate resolution where the claim is verified.
10. Non-Returnable Items
Subject to applicable law, the following may not qualify for standard change-of-mind returns:
- products substantially consumed or used;
- products intentionally damaged after delivery;
- products damaged through misuse or improper handling;
- items materially modified or altered by the customer;
- gift cards;
- products specifically identified as final sale before purchase;
- products that cannot reasonably be returned for hygiene or safety reasons after substantial use;
- other items expressly identified as non-returnable before purchase where permitted by law.
These restrictions do not eliminate rights that may apply where a product is defective, damaged on arrival, incorrect, or otherwise protected by applicable consumer law.
11. Return Inspection
Once a return is received, we may reasonably inspect the returned product and verify:
- order information;
- product identity;
- condition;
- completeness;
- reason for return;
- compliance with this Return & Refund Policy.
We aim to complete the return review within approximately:
3–5 business days after the returned item is received.
If additional information is required, we may contact you.
12. Refund Approval
If a return is approved, the refund will generally include the eligible purchase price actually paid for the returned product.
Applicable taxes associated with the refunded product will be refunded where required.
For ordinary change-of-mind returns:
- original shipping charges are generally non-refundable;
- return shipping costs are generally the customer's responsibility.
For verified:
- fulfillment errors;
- shipping damage;
- defective products;
- incorrect products;
applicable shipping-related charges may also be refunded or covered where appropriate.
13. Refund Method
Approved refunds will generally be issued to the:
original payment method used for the purchase.
Depending on the original payment method, this may include:
- credit card;
- debit card;
- PayPal;
- another payment method offered through checkout.
For security reasons, we generally cannot redirect a refund to an unrelated card, bank account, or payment method.
14. Refund Processing Time
After a returned item has been inspected and the refund has been approved, LUNEVA generally initiates the approved refund within:
3–5 business days
After LUNEVA issues the refund, your:
- bank;
- card issuer;
- PayPal;
- other payment provider;
may require additional processing time before the funds appear in your account.
In many cases, this may take approximately:
5–10 additional business days
depending on the applicable financial institution or payment provider.
This additional processing period is controlled by the payment provider and is outside LUNEVA's direct control.
If more than 10 business days have passed after we confirmed that a refund was issued, please contact your payment provider first and then contact LUNEVA if additional assistance is required.
15. Partial Refunds
In certain circumstances, a partial refund may be appropriate instead of a full refund.
Examples may include:
- a returned product with significant customer-caused damage;
- missing components or accessories;
- substantial use beyond reasonable inspection;
- another condition materially reducing the product's value.
Any deduction will be evaluated reasonably and will not be applied where prohibited by applicable consumer law.
Where appropriate, we will communicate any proposed deduction or partial refund.
16. Exchanges and Replacements
Where appropriate, LUNEVA may offer a replacement instead of a refund for:
- damaged products;
- defective products;
- incorrect products;
- verified fulfillment errors.
Replacement availability depends on inventory.
If an identical replacement is unavailable, we may offer another appropriate resolution, including a refund.
17. Order Cancellations
If you wish to cancel an order, contact us as soon as possible:
We will make reasonable efforts to process the cancellation if the order has not yet entered fulfillment.
Once an order has entered fulfillment or has been transferred to the carrier, cancellation may no longer be possible.
If the order has already shipped, the applicable return procedure may need to be followed after delivery.
18. Refused or Undeliverable Packages
If a package is returned because of:
- refusal of delivery;
- an incorrect customer-provided address;
- an incomplete address;
- failure to collect the shipment;
- another customer-caused delivery issue;
we will review the returned package before determining the available refund or reshipment options.
Additional shipping charges may apply where delivery failed because incorrect or incomplete information was provided by the customer, where permitted by applicable law.
Refusing delivery does not automatically guarantee a full refund.
19. Packages Marked as Delivered
If tracking shows that a package was delivered but you cannot locate it, please first:
- check the delivery area;
- ask household members;
- check with neighbors where appropriate;
- review carrier delivery photographs or notices where available;
- check building reception, mailrooms, or parcel areas where applicable;
- contact the carrier where appropriate.
If the shipment still cannot be located, contact:
We will make reasonable efforts to assist with the carrier investigation.
A confirmed carrier delivery record may be considered when reviewing a missing-package claim.
20. Promotional and Discounted Orders
Products purchased using a discount or promotional code may generally still qualify for the 180-day return period unless:
- the product was expressly disclosed as final sale before purchase; or
- another lawful product-specific restriction was clearly disclosed before purchase.
Approved refunds are based on the:
actual amount paid
for the applicable product, rather than its pre-discount, comparison, or reference price.
21. Refunds for Free-Shipping Orders
Under our current Shipping Policy, eligible U.S. orders of:
US$39.00 or more
receive:
FREE Shipping
For eligible U.S. orders under US$39.00:
Standard Shipping is US$2.97.
Where available:
Express Shipping is US$6.99.
If an order originally qualified for Free Shipping because it met the US$39 threshold and the customer later returns one or more items because of a change of mind, LUNEVA generally will not retroactively charge the original standard shipping fee solely because the value of the merchandise retained by the customer falls below US$39.
The customer remains responsible for applicable change-of-mind return shipping costs unless otherwise required by law or expressly agreed by LUNEVA.
Original Express Shipping charges, if any, are generally non-refundable for ordinary change-of-mind returns unless otherwise required by applicable law.
For verified errors attributable to LUNEVA, applicable original shipping charges may be reviewed as part of the resolution.
22. Consumer Rights
This Return & Refund Policy describes LUNEVA's standard commercial return and refund terms.
Nothing in this policy is intended to exclude, restrict, or waive any consumer right or remedy that cannot legally be waived under applicable law.
If applicable law provides a greater mandatory protection than this policy, the applicable legal requirement will apply to the extent required.
23. Relationship With Other Policies
This Return & Refund Policy should be read together with our:
- Shipping Policy;
- Terms of Service;
- Privacy Policy;
- Your Privacy Choices page;
where applicable.
If another LUNEVA policy refers to shipping charges, return eligibility, or refund processing, the applicable information should be interpreted consistently with this Return & Refund Policy and our Shipping Policy.
24. Contact Us
For questions about:
- returns;
- refunds;
- damaged products;
- defective products;
- replacements;
- incorrect items;
- missing items;
- existing orders;
please contact:
LUNEVA Customer Support
Email:
service@velathique.com
Website:
velathique.com
Telephone:
+86 18312876925
Legal Entity:
Shanghai Honghetai Technology Co., Ltd.
Business Representative:
Dai Junjie
Registered and Return Address:
Room 109, No. 5, Lane 1688, Shenchang Road
Minhang District, Shanghai, China
Last Updated:
September 1, 2026