Terms of service

Last updated: July 16, 2026

OVERVIEW

Welcome to VeloraPeace.

VeloraPeace is a pet memorial brand owned and operated by HONG KONG MILESWAY LIMITED, a company registered in Hong Kong. Throughout these Terms of Service, references to “VeloraPeace,” “we,” “us,” or “our” refer to HONG KONG MILESWAY LIMITED in its operation of the VeloraPeace website and related services.

VeloraPeace operates this website, including all related information, content, features, tools, products, and services, to provide customers with a curated shopping experience (collectively, the “Services”). Our online store is powered and hosted by Shopify, which enables us to provide the Services to you.

These Terms of Service, together with the policies referenced in them, describe your rights and responsibilities when you access our website, communicate with us, or purchase our products.

Please read these Terms carefully. They include important information about orders, personalized products, shipping, returns, intellectual property, warranty disclaimers, and limitations of liability.

By visiting, interacting with, or using our Services, you agree to these Terms of Service and our Privacy Policy. If you do not agree, you should not access or use the Services.

SECTION 1 — ACCESS AND ACCOUNT

By agreeing to these Terms, you represent that you are at least the age of majority in your state, province, or country of residence, or that you have obtained any legally required consent to use the Services.

To browse our store, create an account, place an order, or use certain Services, you may be asked to provide information such as your name, email address, billing address, shipping address, telephone number, payment details, and personalization information.

You represent that all information you provide is accurate, current, and complete and that you have the right to provide it.

You are responsible for protecting your account credentials and for activity conducted through your account. You may not sell, transfer, assign, or license your account to another person.

SECTION 2 — OUR PRODUCTS

We make reasonable efforts to describe and display our products accurately, including their materials, dimensions, colors, capacity, personalization options, creation times, and intended uses.

Actual colors and appearance may vary slightly because of screen settings, lighting conditions, photography, natural material variations, and the handmade nature of our products.

Many VeloraPeace products are handmade or personalized. Small differences in shape, brushwork, glaze, wood grain, texture, color, measurements, or other handmade details are not necessarily defects.

Custom pet portrait urns and related artistic products are expressive handmade interpretations based on the reference materials provided by the customer. They are not guaranteed to be exact photographic reproductions.

The final likeness may vary depending on the quality, clarity, angles, lighting, and consistency of the reference photographs supplied, as well as the natural characteristics of handmade work.

For products that include a design approval process, customers are responsible for reviewing the preview and requesting permitted changes within the stated review period. Production may proceed after approval or after the response period stated on the applicable product page has expired.

Product descriptions, designs, options, prices, and availability may be updated without notice. We reserve the right to discontinue products or limit quantities when reasonably necessary.

Nothing in this section limits any statutory consumer rights or remedies available under applicable law.

SECTION 3 — PERSONALIZATION MATERIALS

Customers may provide pet photographs, pet names, dates, paw prints, quotations, and other materials for personalized products.

You represent that you own these materials or have the necessary permission to provide and authorize their use for your order.

Customers retain ownership of photographs and other personalization materials submitted to us. By submitting them, you grant VeloraPeace a limited license to use them only as reasonably necessary to review, design, create, customize, produce, communicate about, and fulfill the requested order.

We will not use, publish, sell, share, display, or distribute customer-submitted pet photographs or images of completed personalized products for advertising, marketing, promotional, portfolio, or commercial purposes without the customer’s explicit permission.

Additional information is available in our Privacy Policy.

SECTION 4 — ORDERS

Submitting an order constitutes an offer to purchase. An order is accepted when we confirm the order and successfully receive or authorize payment.

We reserve the right to decline, limit, hold, or cancel an order for legitimate reasons, including suspected fraud, pricing or inventory errors, payment problems, incomplete personalization information, inability to fulfill the requested design, product unavailability, or violation of these Terms.

If we decline, change, or cancel an order, we will attempt to notify you using the email address, telephone number, or billing information provided with the order. If we cancel an accepted order before fulfillment, we will issue any applicable refund to the original payment method.

Customers are responsible for reviewing all order details before submitting an order, including product type, size, capacity, personalization, spelling, dates, photographs, shipping address, and contact information.

For personalized products, cancellation or material order changes may not be possible after design or production work has begun. Returns, cancellations, refunds, and exchanges are governed by our Returns, Refunds & Exchanges Policy.

Purchases made through the retail website are intended for personal or household use and not for unauthorized commercial resale. Approved wholesale or trade orders may be subject to separate written terms.

SECTION 5 — PRICES, TAXES AND BILLING

Prices, discounts, and promotions may change without notice. The price charged will be the price displayed at the time the order is placed, subject to correction of genuine pricing or technical errors.

Unless otherwise stated, product prices do not include applicable sales taxes. Any sales tax required by law will be calculated or displayed during checkout where applicable.

Shipping and import-related charges are handled according to our Shipping Policy.

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

For orders shipped outside the United States, shipping is included, but the recipient is responsible for any applicable import duties, import taxes, VAT, customs clearance fees, brokerage fees, or other import-related charges imposed by the destination country or region.

You agree to provide accurate and complete billing, payment, account, and contact information. You represent that you are authorized to use the payment method submitted with your order.

Payments are processed through Shopify and the payment providers displayed at checkout. Availability of individual payment methods may depend on your location, device, currency, and the payment provider’s eligibility requirements.

SECTION 6 — CREATION, SHIPPING AND DELIVERY

Creation and shipping times vary by product and are stated on the applicable product page and in our Shipping Policy.

All VeloraPeace orders are shipped from Hong Kong SAR using tracked shipping services. Depending on the destination and delivery route, packages may be transferred between international and local delivery carriers before final delivery.

All creation and shipping estimates are stated in business days unless expressly indicated otherwise. Delivery estimates are provided in good faith but are not guaranteed arrival dates.

Delivery may be affected by carrier delays, customs processing, severe weather, peak shipping periods, public holidays, incorrect customer information, failed delivery attempts, or other circumstances outside our reasonable control.

Customers are responsible for providing a complete and accurate delivery address. If an order is delayed, returned, or lost because the customer provided an incorrect or incomplete address, additional shipping costs may apply.

Tracking information will be sent to the email address provided at checkout once the completed order has been handed over to the shipping carrier.

If an order arrives damaged, you must contact us within 48 hours of delivery and provide clear photographs of:

The damaged product;
The outer shipping box;
The internal packaging and protective materials; and
The shipping label.

After reviewing and confirming an eligible damage claim, we will provide an appropriate replacement or refund.

Lost shipment claims will be reviewed based on carrier tracking information and the circumstances of the shipment. Confirmed loss claims will be handled in accordance with our Shipping Policy.

Nothing in this section limits any rights or remedies available under applicable consumer law.

SECTION 7 — RETURNS, REFUNDS AND EXCHANGES

Returns, refunds, exchanges, cancellations, defects, incorrect items, shipping damage, and products that differ materially from an approved design are governed by our Returns, Refunds & Exchanges Policy.

In summary:

Eligible non-personalized products may be submitted for a return request within 10 business days after delivery.
Non-personalized return items must be unused, in their original condition, and returned in their original packaging.
Personalized or custom-made products cannot normally be returned, exchanged, or cancelled after production has begun, except in cases involving eligible defects, shipping damage, incorrect items, or a material difference from the approved design.
Shipping damage must be reported within 48 hours after delivery with the required photographic evidence.
Customers should contact us before returning any product. Products returned without prior authorization may not be accepted.

If there is a conflict between this summary and the complete Returns, Refunds & Exchanges Policy, the complete policy will control, subject to applicable law.

SECTION 8 — OPTIONAL AND THIRD-PARTY TOOLS

We may provide access to tools, applications, payment methods, tracking services, review platforms, social media integrations, or other services operated by third parties.

We do not control every aspect of these third-party services. Your use of them may be subject to the third party’s separate terms and privacy policy.

Third-party tools are provided on an “as available” basis to the extent permitted by law. You should review the applicable third-party terms before using them.

We may introduce new tools, resources, and features in the future. Unless otherwise stated, those additions will form part of the Services and will be subject to these Terms.

SECTION 9 — THIRD-PARTY LINKS

Our Services may include links to websites or platforms operated by third parties.

We are not responsible for the content, accuracy, availability, privacy practices, security, products, or services of third-party websites that we do not control.

Accessing a third-party website is at your discretion. You should review the third party’s policies and terms before providing personal information or completing a transaction.

Questions or complaints concerning a third party’s products or services should be directed to that third party.

SECTION 10 — RELATIONSHIP WITH SHOPIFY

VeloraPeace is powered and hosted by Shopify, which provides the ecommerce technology that enables us to offer the Services.

Sales and purchases made through our store are made directly between the customer and VeloraPeace, operated by HONG KONG MILESWAY LIMITED. Shopify is not the seller of VeloraPeace products and is not responsible for the creation, customization, fulfillment, delivery, quality, or performance of products purchased from VeloraPeace.

To the extent permitted by applicable law, Shopify and its affiliates are not liable for claims, damages, or losses arising specifically from products purchased directly from VeloraPeace.

Nothing in this section limits any non-waivable rights a customer may have under applicable law.

SECTION 11 — PRIVACY

Personal information collected through the Services is handled according to our Privacy Policy.

Because our Services are hosted by Shopify, Shopify collects and processes certain information concerning your access to and use of the Services. Information submitted through the Services may be transmitted to Shopify, payment providers, shipping carriers, service providers, and other parties involved in operating the store and fulfilling orders.

Shopify’s own processing of personal information is governed by the Shopify Consumer Privacy Policy.

SECTION 12 — FEEDBACK AND REVIEWS

If you voluntarily submit a review, testimonial, suggestion, idea, or other general feedback about our Services (“Feedback”), you grant us a non-exclusive, worldwide, royalty-free license to use, reproduce, edit, publish, translate, distribute, and display that Feedback for legitimate business and promotional purposes, subject to applicable law.

This Feedback license does not automatically apply to private pet photographs, personalization materials, or images of completed custom products. We will not use those materials publicly for advertising, marketing, portfolio, or promotional purposes without your explicit permission.

You represent that you own or have permission to submit the Feedback and that it does not violate another person’s copyright, trademark, privacy, publicity, or other rights.

You must disclose any compensation, discount, free product, or other incentive received in connection with a review where required by applicable law.

We may remove Feedback that we reasonably believe is unlawful, fraudulent, abusive, defamatory, infringing, obscene, misleading, or otherwise violates these Terms.

You may not use a false identity, submit fabricated reviews, or misrepresent the origin or circumstances of Feedback.

SECTION 13 — INTELLECTUAL PROPERTY

The Services and their content—including trademarks, brand names, logos, text, graphics, product descriptions, photographs, videos, audio, page designs, and software—are owned by or licensed to HONG KONG MILESWAY LIMITED, Shopify, or their respective licensors and are protected by applicable intellectual property laws.

These Terms permit you to access and use the Services for personal, lawful, and non-commercial purposes.

Unless expressly authorized, you may not reproduce, distribute, modify, republish, publicly display, commercially exploit, scrape, transmit, or create derivative works from protected material appearing through the Services.

VeloraPeace names, logos, product names, designs, and slogans are trademarks or brand assets belonging to HONG KONG MILESWAY LIMITED or its licensors. Shopify names and logos belong to Shopify or its licensors.

No license or ownership right is granted except as expressly stated in these Terms.

SECTION 14 — ERRORS, INACCURACIES AND OMISSIONS

Occasionally, information on the Services may contain typographical errors, inaccuracies, or omissions involving product descriptions, prices, promotions, shipping charges, delivery estimates, availability, or other details.

We reserve the right to correct genuine errors, update inaccurate information, and cancel or adjust affected orders where reasonably necessary.

If a correction materially affects an accepted order, we will attempt to notify the customer and provide any remedy required by applicable law.

SECTION 15 — PROHIBITED USES

You may use the Services only for lawful purposes.

You may not use the Services to:

Violate applicable laws, regulations, or the rights of another person;
Infringe intellectual property, privacy, publicity, or proprietary rights;
Submit false, fraudulent, deceptive, abusive, threatening, defamatory, or unlawful content;
Impersonate another person or misrepresent your identity;
Upload viruses, malware, or harmful code;
Attempt to interfere with, disrupt, bypass, or compromise website security;
Collect or track other people’s personal information without authorization;
Spam, phish, scrape, crawl, or use automated systems in a manner that damages or places an unreasonable burden on the Services;
Resell or commercially exploit the Services without authorization; or
Engage in conduct that restricts another person’s lawful use of the Services.

We may suspend or terminate access when we reasonably determine that these Terms have been violated.

SECTION 16 — TERMINATION

You may stop using the Services at any time.

We may suspend or terminate access to the Services where reasonably necessary, including for fraud, unlawful activity, security threats, payment disputes, abusive behavior, or violations of these Terms.

Termination does not remove obligations or amounts that arose before termination.

Provisions that by their nature should continue after termination—including intellectual property, payment obligations, disclaimers, liability limitations, indemnification, governing law, and dispute provisions—will survive termination.

SECTION 17 — DISCLAIMER OF WARRANTIES

To the extent permitted by applicable law, the Services are provided on an “as available” basis.

We do not guarantee that access to the website will always be uninterrupted, timely, secure, or error-free. Temporary interruptions may occur because of maintenance, technical issues, third-party service interruptions, or circumstances outside our reasonable control.

Nothing in these Terms excludes product commitments expressly stated on an applicable product page or in our Shipping Policy, Returns, Refunds & Exchanges Policy, or other written customer commitments.

Nothing in these Terms excludes or limits warranties, rights, or remedies that cannot lawfully be excluded under applicable consumer law.

SECTION 18 — LIMITATION OF LIABILITY

To the fullest extent permitted by applicable law, HONG KONG MILESWAY LIMITED, VeloraPeace, and their directors, officers, employees, affiliates, agents, contractors, service providers, and licensors will not be liable for indirect, incidental, special, punitive, or consequential damages arising from use of the Services.

This limitation does not apply where liability cannot legally be excluded or limited, including liability arising from fraud, fraudulent misrepresentation, willful misconduct, gross negligence where applicable, or other non-waivable statutory obligations.

Nothing in this section removes the remedies expressly provided under our Shipping Policy or Returns, Refunds & Exchanges Policy.

If applicable law does not permit a particular limitation, that limitation will apply only to the maximum extent legally permitted.

SECTION 19 — INDEMNIFICATION

To the extent permitted by applicable law, you agree to indemnify and hold harmless HONG KONG MILESWAY LIMITED, VeloraPeace, Shopify, and their respective affiliates, directors, officers, employees, agents, contractors, service providers, and licensors from third-party claims arising from:

Your material breach of these Terms;
Your unlawful use of the Services;
Your infringement of another party’s rights; or
Content or materials you submit without the necessary rights or authorization.

This section does not require a consumer to indemnify us for losses caused by our own breach, negligence, unlawful conduct, or failure to meet non-waivable legal obligations.

SECTION 20 — SEVERABILITY

If any provision of these Terms is found to be unlawful, invalid, or unenforceable, that provision will be enforced to the maximum extent legally permitted or severed where necessary.

The remaining provisions will continue in effect.

SECTION 21 — WAIVER AND ENTIRE AGREEMENT

Our failure to enforce a provision of these Terms does not constitute a waiver of that provision or any other right.

These Terms, together with the policies and rules referenced in them, constitute the agreement governing your use of the Services and supersede prior agreements concerning that use.

Nothing in this section limits representations or commitments that cannot legally be excluded.

SECTION 22 — ASSIGNMENT

You may not transfer your rights or obligations under these Terms without our prior written consent, except where applicable law provides otherwise.

We may assign or transfer these Terms as part of a merger, reorganization, sale of business assets, corporate restructuring, or similar legitimate business transaction, subject to applicable law.

SECTION 23 — GOVERNING LAW AND DISPUTES

These Terms and any separate agreements through which we provide the Services are governed by the laws of the Hong Kong Special Administrative Region of the People’s Republic of China, without regard to conflict-of-law principles.

Subject to any mandatory rights or jurisdictional protections available to consumers under applicable law, disputes arising from these Terms or the Services will be submitted to the courts of the Hong Kong Special Administrative Region.

Before beginning formal proceedings, customers are encouraged to contact us so that we can attempt to resolve the matter directly.

SECTION 24 — CHANGES TO THESE TERMS

You can review the current version of these Terms on this page.

We may update these Terms to reflect changes in our Services, business practices, technology, legal requirements, or operational needs.

When changes are made, we will update the “Last updated” date and provide additional notice where required by applicable law.

Changes will take effect on the date stated in the updated Terms or applicable notice. Changes will not retroactively reduce rights relating to orders already accepted unless permitted by law.

SECTION 25 — CONTACT INFORMATION

Questions about these Terms of Service may be sent to us using the following contact information:

VeloraPeace
Operated by HONG KONG MILESWAY LIMITED

Unit A56, 29/F, Legend Tower
7 Shing Yip Street
Kwun Tong, Kowloon
Hong Kong SAR

Email: hello@velorapeace.com
Phone: +86 136 1602 4203

We aim to respond to customer inquiries within 2 business days.