Refund policy
Returns & Exchanges
We understand how meaningful these memorials are.
Every piece is handcrafted with great care, and we do our best to make the process feel personal, thoughtful, and reassuring from beginning to end.
We want you to feel completely comfortable with your purchase.
Contact Us First
If you experience any issues with your order — including shipping damage, defects, or personalization concerns — please contact us first and we’ll do our best to help.
📧 Customer Support Email: hello@velorapeace.com
Please do not return any item without contacting us first, as this helps avoid delays or unnecessary shipping costs.
Non-Custom Items (Returns & Exchanges)
Non-custom items may be returned within 10 business days of delivery.
Returned items must be unused, in original condition, and packaged securely.
Buyers are responsible for return shipping costs for non-defective returns.
Original shipping fees are non-refundable.
If free shipping was included, the actual shipping cost may be deducted from the refund amount.
We do not charge any restocking fees.
Damaged or Defective Items
Please contact us within 7 days of delivery if your item arrives damaged or defective.
We may request photos of the item and packaging for verification purposes.
For verified damaged or defective items, we will provide a replacement, repair assistance, or refund where appropriate.
Return shipping costs for defective items will be covered by us where applicable.
Personalized / Custom Items
Every custom memorial is individually handcrafted based on your pet’s photos and personalization details.
Preview images will be shared before shipping so you can review the likeness, name, and important details before final completion.
Because personalized items are made specifically for each customer, custom products are non-returnable and non-exchangeable once production has begun.
However, if your item arrives damaged, defective, or significantly different from the approved preview, please contact us within 7 days of delivery.
We will do our best to resolve the issue through replacement, repair assistance, or other appropriate support.
Orders canceled after customization has begun may incur material and labor costs, as personalized items cannot be resold.
Natural Handmade Variations
Our ceramic memorials are handmade using natural clay and finished with artisanal glazes.
Slight variations in texture, glaze pattern, tone, or handcrafted details are a natural part of the artistic process and are not considered defects.
Refund Processing
Once an approved return is received and inspected, refunds are typically processed within 3–7 business days.
Refunds will be issued to the original payment method.
Processing times may vary depending on your bank or payment provider.
Return Address
VeloraPeace Studio
Unit A56 29/F Legend Tower
7 Shing Yip Street, Kwun Tong
Kowloon, Hong Kong SAR
EU Consumer Rights Notice
Pursuant to Article 16(c) of the EU Consumer Rights Directive (2011/83/EU), personalized goods made to the customer’s specifications are exempt from the EU 14-day withdrawal right.
If a quality issue or significant discrepancy occurs, please contact us within 7 days of delivery and we will work with you toward an appropriate solution.