Returns & Exchanges

Last updated: July 2026

We understand how meaningful these memorials are.

Every VeloraPeace piece is prepared with care, and we want the ordering process to feel personal, thoughtful, and reassuring from beginning to end.

This policy explains how returns, exchanges, cancellations, damaged orders, defective products, and refunds are handled.

Contact Us First

If you experience any issue with your order, including shipping damage, a product defect, an incorrect item, a personalization concern, or a delivery problem, please contact us before returning the item.

Customer Support Email: hello@velorapeace.com

Please include your order number and a clear description of the issue.

Do not send any product back without receiving return authorization and return instructions from VeloraPeace. Unauthorized returns may be refused and may cause delays, lost packages, or additional shipping costs.

We aim to respond within 2 business days.

Return Eligibility

An approved return must:

• Be requested within the applicable return period
• Be unused and in its original condition
• Include all original packaging, accessories, and components
• Be securely packaged to prevent damage during return transit
• Be returned using the instructions provided by VeloraPeace
• Include valid tracking information where requested

Returns that do not meet these conditions may be refused or may qualify for only a partial refund.

Non-Custom Items

Non-custom and non-personalized items may be returned within 10 business days of delivery.

To begin a return, contact us at hello@velorapeace.com within 10 business days of the delivery date.

Once a return is approved, we will provide the applicable return instructions.

Returned items must be unused, unaltered, complete, and in their original condition and packaging.

For non-defective returns:

• The customer is responsible for return shipping costs
• Return shipping costs are non-refundable
• No restocking fee will be charged
• Any actual outbound shipping cost originally paid by VeloraPeace may be deducted from the refund, even when the order qualified for free shipping

We recommend using a trackable and insured return service. VeloraPeace is not responsible for an unauthorized return or a return package that is lost or damaged in transit.

Exchanges for Non-Custom Items

Eligible non-custom items may be exchanged within 10 business days of delivery, subject to product availability.

Please contact us before returning an item for exchange.

For exchanges requested for reasons other than damage, defect, or fulfillment error, the customer is responsible for the return shipping cost and any applicable shipping cost for the replacement item.

Personalized and custom-made products are not eligible for exchange after production has begun.

Personalized and Custom-Made Products

Personalized and custom-made products are created specifically for each customer using the photos, names, dates, phrases, colors, sizes, and other details submitted with the order.

Because these products cannot normally be resold, personalized and custom-made items are non-returnable and non-exchangeable once production has begun.

This includes, where applicable:

• Custom ceramic pet urns
• Personalized pet memorial displays
• Personalized pet memorial shadow boxes
• Products featuring a custom pet portrait
• Products personalized with a name, date, photograph, phrase, color, or other customer-selected detail

This restriction does not apply when the product arrives damaged, defective, incorrectly fulfilled, or significantly different from the approved design.

Custom Order Cancellations

Please contact us as soon as possible if you need to cancel a custom or personalized order.

Before Production Begins

If we receive and approve the cancellation request before production begins, the order may be canceled for a full refund.

After Production Begins

Once production has begun, the order cannot normally be canceled or refunded because materials, design work, personalization, and labor have already been committed to the order.

A cancellation request submitted after production begins does not guarantee cancellation.

Where cancellation is approved as an exception, reasonable material, design, labor, payment-processing, or other non-recoverable costs may be deducted from the refund.

Custom Product Approval Process

Some personalized products include a design preview or approval stage.

Customers are responsible for carefully reviewing all submitted previews, including:

• Pet portrait details
• Pet name
• Dates
• Memorial phrase
• Spelling
• Layout
• Color
• Size
• Other personalization details

Please notify us of any requested changes before approving the preview.

Once a preview has been approved, production may proceed based on that approved design.

Changes requested after approval may not be possible and may extend or restart the applicable creation time.

Minor artistic differences, handmade characteristics, glaze variations, brushwork differences, screen-to-product color differences, and subjective preferences are not considered defects when the completed product is reasonably consistent with the approved design.

If we make a significant error that differs from the approved design, please contact us and we will provide an appropriate solution.

Natural Handmade Variations

Our ceramic memorial products are individually handmade using natural clay, artisanal glazes, hand-applied details, and hand-painted elements.

Slight variations may occur in:

• Color or tone
• Glaze pattern
• Surface texture
• Brushwork
• Shape
• Small handcrafted details
• Placement of hand-applied decoration

These natural variations are part of the handmade process and are not considered manufacturing defects.

Natural variations do not affect your rights when a product is genuinely damaged, defective, incorrectly fulfilled, or significantly different from the approved design.

Shipping Damage

If your order arrives damaged during shipping, contact us within 48 hours of delivery at hello@velorapeace.com.

Please provide:

• Your order number
• Clear photos of the damaged product
• Photos showing the full product
• Photos of the outer shipping box
• Photos of any visible damage to the outer shipping box
• Photos of the inner packaging and protective materials
• A clear photo of the shipping label

Please keep the damaged product, outer shipping box, inner packaging, and all protective materials until the claim has been reviewed.

Do not discard or return the product or packaging before receiving instructions from us, as the shipping carrier may require them for inspection.

After reviewing the submitted information, VeloraPeace will provide a replacement or refund, depending on the circumstances.

Claims submitted more than 48 hours after delivery or without the required supporting photos may not qualify for a replacement or refund.

For personalized products, an approved replacement will normally be created using the approved design and personalization details from the original order unless otherwise agreed.

Because our products are handmade, replacement production may require the applicable creation time again.

Defective, Incorrect, or Significantly Misrepresented Items

If your product has a manufacturing defect, you received the wrong item, the personalization does not match the approved order details, or the product is significantly different from the approved design, contact us within 7 business days of delivery.

Please provide:

• Your order number
• A clear description of the issue
• Clear photos or video showing the issue
• Photos of the product and packaging where applicable

After reviewing the information, we may offer:

• A replacement
• Repair assistance
• A corrected product
• A partial refund
• A full refund

The appropriate resolution will depend on the nature and extent of the issue.

Where an authorized return is required because of a verified defect or fulfillment error, VeloraPeace will provide return instructions and cover reasonable return shipping costs where applicable.

Items Not Eligible for Return or Exchange

The following items are not eligible for return or exchange:

• Personalized or custom-made products after production has begun
• Items returned without prior authorization
• Items returned after the applicable return period
• Used, altered, washed, repaired, or modified products
• Incomplete products or products missing original accessories
• Products damaged through misuse, improper storage, improper handling, accidental damage, or normal wear and tear
• Products damaged because they were not securely packaged for return transit
• Items returned to an address other than the authorized return address
• Minor handmade or artistic variations described in this policy
• Items purchased from another seller, marketplace, or third-party website

These exclusions do not limit any rights that cannot legally be excluded under applicable consumer law.

Return Shipping Costs

For an approved non-defective return, the customer is responsible for the return shipping cost.

For a verified damaged, defective, incorrect, or significantly misrepresented item, VeloraPeace will provide an appropriate solution and will cover reasonable authorized return shipping costs where a return is required.

Do not send an item back using a collect-on-delivery service unless we have approved it in writing.

Any customs fees, import charges, carrier fees, or unauthorized shipping costs incurred because return instructions were not followed may be deducted from the refund.

Free Shipping and Refund Deductions

VeloraPeace provides free shipping to destinations currently available at checkout.

Free shipping means that no separate outbound shipping charge is collected from the customer at checkout. It does not mean that no shipping cost was incurred by VeloraPeace.

For an approved non-defective return, the actual outbound shipping cost paid by VeloraPeace may be deducted from the refund.

Outbound shipping costs will not be deducted when the return results from a verified product defect, shipping damage, incorrect fulfillment, or another error for which VeloraPeace is responsible.

United States Duties and Taxes

For orders shipped to the United States, shipping costs, import duties, and customs clearance fees are included.

Customers will not be required to pay additional import duties or customs clearance fees upon delivery.

Any applicable U.S. sales tax is handled according to the amount shown during checkout and applicable tax requirements.

International Duties and Taxes

For orders shipped outside the United States, shipping is included.

Import duties, import taxes, value-added tax (VAT), customs clearance fees, brokerage fees, carrier handling fees, and other import-related charges are not included and are the responsibility of the recipient.

These charges are collected by the destination country, customs authority, or shipping carrier and are not controlled by VeloraPeace.

Import duties, taxes, customs fees, VAT, brokerage fees, and related charges paid by the customer are not refundable by VeloraPeace.

If an international order is refused, unclaimed, returned, abandoned, or destroyed because the recipient did not pay the required charges or complete customs clearance, the order will be handled according to our Shipping Policy.

Refund Processing

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds are normally initiated within 3–7 business days after inspection.

Refunds are issued to the original payment method used for the order.

After the refund has been initiated, additional processing time may be required by your bank, credit card provider, PayPal, or other payment service. VeloraPeace does not control the processing time of the payment provider.

Depending on the circumstances, the following amounts may be deducted from an eligible refund:

• Actual outbound shipping costs for a non-defective return
• Return shipping costs
• Customs or carrier fees
• Missing-item or damaged-return deductions
• Approved non-recoverable customization costs
• Other costs expressly permitted under this policy and applicable law

VeloraPeace does not charge a restocking fee.

Partial Refunds

A partial refund may be issued where appropriate, including when:

• A returned product shows signs of handling beyond what is reasonably necessary to inspect it
• Original packaging, accessories, or components are missing
• The item is returned in a condition different from the condition in which it was delivered
• A minor verified issue does not require full replacement or full refund
• The customer accepts a partial refund as an agreed resolution

Any partial refund will be communicated before it is processed.

Refunds Without a Return

In some cases, VeloraPeace may determine that returning the product is unnecessary.

A refund or replacement issued without requiring a return does not change the eligibility rules for other orders and does not create an obligation to offer the same resolution in every case.

Return Address

Do not return any item without first receiving return authorization and return instructions from VeloraPeace.

After a return request has been approved, our customer support team will provide the authorized return address and instructions for that specific order.

Authorized returns are generally sent to Hong Kong SAR.

Depending on the product and the reason for the return, the authorized return address may differ from our business registration address. Please use only the return address provided by our customer support team.

Packages sent to an unauthorized address may be refused, delayed, lost, or may not qualify for a refund.

For return authorization, please contact:

Email: hello@velorapeace.com

We aim to respond within 2 business days.

EU and EEA Consumer Notice

Consumers in the European Union or European Economic Area may have statutory rights under applicable consumer laws.

Goods made to the customer’s specifications or clearly personalized are generally exempt from the standard statutory withdrawal right.

This may include products featuring a custom portrait, name, date, photograph, phrase, color selection, size selection, or other customer-requested personalization.

Non-personalized goods may be subject to applicable statutory withdrawal rights where required by law.

Nothing in this policy excludes or limits mandatory consumer rights concerning goods that are damaged, defective, incorrectly supplied, or not in conformity with the sales contract.

Where local mandatory consumer law provides greater protection than this policy, the applicable mandatory law will prevail.

Policy Consistency

This Returns, Refunds & Exchanges Policy should be read together with our Shipping Policy and Terms of Service.

If a return, refund, customs, or delivery issue is covered by more than one policy, the provisions should be interpreted consistently with applicable law.

Contact Us

For questions about returns, exchanges, cancellations, damaged products, defects, or refunds, please contact:

VeloraPeace
Email: hello@velorapeace.com

We aim to respond within 2 business days.