Buying a handbag online should come with clear information about what happens when the parcel does not arrive as expected. At Velavitaelux, our return process is built around specific order problems rather than general change-of-mind returns.
Customers have 30 days from the date their order is delivered to contact us about an eligible return. This policy explains when that option applies, how doorstep collection works, what happens when the handbag reaches us, and how replacements and refunds are handled.
The 30-Day Window Starts at Delivery
An eligible return request must reach Velavitaelux within 30 days from the date the handbag was delivered.
The delivery date, rather than the order placement or dispatch date, starts this period. Customers who discover an eligible problem should contact bulge@velavitaelux.com within that timeframe and provide enough order information for us to identify the purchase.
Waiting beyond the 30-day period may mean that the request falls outside our stated return arrangement, subject always to rights available under applicable Hong Kong law.
What Can Come Back?
Our return arrangement is intentionally specific. A handbag may be considered for return where:
- It arrived damaged.
- It arrived with a defect.
- The handbag delivered is different from the item that was ordered.
A return is not available under this policy simply because a customer changes their mind after receiving the handbag, no longer wants the selected design, prefers another color, or decides that the purchase is no longer required.
We encourage customers to review the product description, photographs, dimensions, features, materials, color information, and other relevant details displayed on the product page before placing an order.
Nothing in these conditions is intended to remove a customer right that applies under Hong Kong law.
Start With an Email, Not a Return Parcel
Please do not send an item back independently.
The return process begins by emailing bulge@velavitaelux.com. Tell us what happened and provide relevant order information. Depending on the issue, we may ask for photographs or other reasonable information that helps us understand the condition of the delivered handbag before collection is arranged.
Providing this information does not itself determine the final outcome of the request. It allows us to review the issue and determine the appropriate next stage.
Once an eligible return request is accepted for collection, Velavitaelux arranges the pickup. Customers do not need to independently arrange return transportation.
We Come to Your Doorstep
Eligible returns are collected from the customer rather than requiring the customer to organize shipping back to us.
After the return request proceeds to collection, our team will coordinate a suitable pickup date and time with the customer.
For collection, please make sure:
- The handbag is available at the agreed location.
- It is unworn and unused beyond what is reasonably necessary to identify the reported issue.
- The item remains in its original condition, apart from the reported damage or defect.
- Original packaging is retained and provided with the item.
- Components or accessories originally supplied with the handbag are returned with it.
There is no return collection fee or restocking fee charged to the customer for an eligible return handled under this policy.
One Working Day for Assessment
Collection is not the final decision point.
Once the returned handbag reaches us, we normally allocate one working day to assess the item and the reported problem. This stage allows us to compare the returned item with the information supplied in the return request and determine the appropriate outcome.
The assessment may consider the condition of the handbag, the reported defect or damage, whether the wrong item was supplied, the packaging, and other information reasonably connected with the request.
If the item does not correspond with the return reason submitted or shows use or alteration unrelated to the reported issue, we may contact the customer before determining the next step.
Replacement or Refund: Two Different Routes
After an eligible return has completed assessment, the customer may proceed through the applicable replacement or refund route.
When You Prefer a Replacement
A replacement can be arranged only when the relevant handbag is available in stock.
Where stock is available, the replacement enters our normal fulfillment process. The same shipping structure described in our Shipping Policy applies to the replacement parcel, including the ordinary preparation and Hong Kong delivery timeframe.
If the required handbag is unavailable, a replacement cannot be issued. The customer may instead proceed with the applicable refund arrangement.
When You Prefer a Refund
Because Velavitaelux operates through cash on delivery for purchases, an eligible refund cannot simply be reversed to an original electronic purchase method.
Refunds are therefore issued through bank transfer.
Once a refund is due, we will contact the customer by email and request the bank information reasonably required to process the transfer.
Customers should review any information before sending it and provide bank details only through the communication route specified by Velavitaelux. We will use refund-related information for the purpose for which it was requested and related administrative requirements.
What Happens After You Send Bank Details?
Once we receive the necessary bank information from the customer, Velavitaelux will normally initiate the eligible refund transfer within one working day.
After initiation, the amount may require approximately five to seven business days to appear in the recipient’s bank account. The actual posting period can depend on the receiving bank and its processing arrangements.
The five-to-seven-business-day period therefore refers to the expected banking period after the transfer has been initiated, rather than an additional internal assessment period imposed by Velavitaelux.
If the customer provides incomplete or inaccurate banking information, processing may be delayed while the required details are clarified.
No Deductions for an Eligible Return
An eligible return should not become a collection of unexpected charges.
For a return handled under this policy, Velavitaelux does not impose:
- A restocking fee
- A return pickup charge
- A standard administration deduction
- A replacement delivery charge
Where a refund is due, it is handled according to the eligible amount associated with the returned order without a restocking deduction imposed by Velavitaelux.
Bank Information Is Used for the Refund Process
Bank details requested for a refund constitute personal data where they relate to an identifiable individual. Velavitaelux handles relevant customer information with reference to Hong Kong’s Personal Data (Privacy) Ordinance (Cap. 486) and applicable Data Protection Principles.
Refund information may be used to administer the transfer, maintain appropriate transaction records, respond to the customer, and meet applicable operational or legal requirements.
Customers can read our Privacy Policy for further information about how personal data is collected, used, retained, and handled.
Where Hong Kong Consumer Law Fits
This policy operates alongside applicable Hong Kong consumer law rather than replacing it.
The Sale of Goods Ordinance (Cap. 26) contains statutory requirements relevant to goods supplied under contracts of sale, including requirements concerning quality and correspondence with description.
The Trade Descriptions Ordinance (Cap. 362) addresses unfair trade practices, including false trade descriptions and inapprpriate omissions. Other applicable consumer-contract requirements may include the Control of Exemption Clauses Ordinance (Cap. 71) and the Unconscionable Contracts Ordinance (Cap. 458).
Our 30-day return framework should therefore not be interpreted as excluding, restricting, or replacing a statutory right that cannot lawfully be excluded or restricted.
A Return Should Have a Clear Ending
Our process is designed so that an eligible return moves through identifiable stages: request, collection, assessment, and then replacement or refund.
If your handbag arrives damaged or defective, or you receive a different handbag from the one ordered, contact Velavitaelux at bulge@velavitaelux.com within 30 days of delivery>.
Include your relevant order information and a clear description of the issue. Our team can then review the request and, where it falls within this policy, coordinate the next stage directly with you.