Return & refund policy

I. Right of Cancellation and Statutory Compliance

Pursuant to the Hong Kong legislation governing commercial practices and consumer protection (specifically concerning distance selling), the Client maintains the statutory right of cancellation and getting the refund, allowing for the rescission of the executed purchase order. This right must be exercised within a ten (10) calendar day period commencing immediately upon the date of physical delivery of the purchased item.

II. Exclusions from the Right of Refund

In strict adherence to Hong Kong consumer protection statutes (or equivalent regulations covering personalized goods), the right of withdrawal does not apply to goods classified as custom-commissioned merchandise. This includes, but is not limited to, products that are uniquely specified, manufactured, or significantly personalized according to the Client’s explicit instructions or proprietary requirements.

Any product listed on Velin’s official e-commerce platform that has undergone material alteration upon instruction from the Client.

III. Point-of-Sale Transaction Exclusion

Transactions completed through direct purchase at the Velin are exempt from this distance-selling return policy. In such instances, the Client has the opportunity for pre-purchase inspection and evaluation of the good prior to final payment, acquisition, and reception; thus, the fourteen (14) day post-delivery return window is rendered inapplicable.

IV. Condition Requirements for Return

To be eligible for the exercise of the right of Refund, the Client is obligated to return the delivered product in its unaltered, pristine, and original commercial state.

The Company will not accept returned product(s) if:

The original packaging is compromised, incomplete, damaged, or exhibits evidence of prior usage.

All essential accompanying materials—including all documentary evidence, diamond grading certificates, guarantee notes, and the original presentation packaging—are not collectively returned with the merchandise.

V. Return Protocol and Logistics

5.1 Notification and Timeframe

Prior to initiating the physical return, the Client must formally notify a designated Velin representative via electronic mail at support@velinlimited.com of their intent to exercise the right of withdrawal. Following the communication of this intent, the product must be physically received at the designated return facility within ten (10) calendar days immediately following the expiry of the initial statutory ten (10) day return period.

5.2 Financial and Liability Allocation

The Client bears the exclusive responsibility for all logistical costs associated with the return shipment, including the freight charges and the procurement of adequate insurance coverage against potential damages, theft, or loss during transit.

Velin shall under no circumstances assume liability for the arrangement or costs of the return (for instance, foreign exchange risk cost), nor intervene in securing the necessary insurance. Furthermore, any additional costs and tariffs resulting from the incorrect application of customs procedures related to the re-importation (if shipped from outside the Hong Kong Special Administrative Region) shall also be the sole liability of the Client.

VI. Quality Control and Reimbursement

6.1 Inspection Protocol

Upon the receipt of the returned item at Velin BV, the package will be subjected to a stringent Quality Control Inspection conducted by a certified inspector. This control is mandatory to verify that the condition of the returned product and packaging fully satisfies the aforementioned renouncement requirements. Velin will formally acknowledge the receipt of the reshipment via email notification to the Client.

6.2 Financial Disbursement

Provided the quality control yields a satisfactory result, the original purchase price paid by the Client will be remitted via bank transfer to the Client’s specified account within ten (10) working days. This reimbursement will expressly exclude the original shipping costs incurred by Velin.

Note on Original Shipping Costs: If the initial purchase qualified for complimentary shipping (“FREE of charge shipping”), the standard shipping fee associated with that transaction will be deducted from the final reimbursement amount upon return.

6.3 Refusal of Return and Reclamation

Should the returned product, jewel, or packaging fail to meet the stringent renouncement requirements, no reimbursement will be processed. The items will consequently remain the property of the Client. The Client is then mandated to retrieve the merchandise within one (1) week from the date Velin formally refuses to accept the return. On request, the product can be re-shipped to the Client only after the Client has settled all applicable reshipment costs and administrative charges (including—if any—costs resulting from incorrect application of the customs procedures related to the re-importation of the purchased jewel from outside the Hong Kong Special Administrative Region).

6.4 Administrative Forfeiture for Repeat Returns

To mitigate the potential for abuse of the return policy, a Client who has successfully received a reimbursement for a prior purchase will incur an administrative charge equivalent to the clause penalties of the purchase value if they seek to return a second, subsequent purchase.

6.5 Penalties

The implementation of cancellation and refund requests will adhere to the following structure:

Once your refund/cancellation request is received and inspected, we will send you an email notification regarding the approval or rejection of your refund.

If approved, your refund will be processed, and a refund will automatically be applied to your original method of payment, within 10 days from the date Velin confirms you (excluding of bank’s processing time).

You will be responsible for paying the shipping costs and foreign exchange fee (if applicable) for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.