Privacy Policy

1. PRIVACY & DATA PROTECTION

I. PHILOSOPHY OF TRUST

At VELORF, we treat your personal information with the same care and responsibility that we apply to the products we select for pets and their owners.

Our commitment to transparency is designed to ensure that your interactions with VELORF remain secure, responsible, and professionally managed.

II. DATA COLLECTION & SECURITY

To operate our online store and provide our services, we may collect and process certain information related to your visit, account, or purchase.

  • Operational Telemetry: We may utilize log files and similar technologies to analyze website traffic, site performance, technical stability, and user interactions.
  • Transactional Information: When you place an order with VELORF, we may collect information necessary to process and fulfill your purchase, including your name, shipping address, billing information, email address, and other contact details.
  • Order Information: We may process details relating to the products purchased, order value, transaction history, delivery status, returns, refunds, and customer service communications.
  • Device & Usage Information: Certain technical information, including your IP address, browser type, device information, operating system, referral source, and website activity, may be collected automatically.
  • Payment Security: Complete payment card information is not directly stored by VELORF. Payment details are transmitted through secure payment infrastructure and processed by authorized third-party payment providers and PCI-compliant payment gateways.
  • Security Measures: Where applicable, secure encryption technologies and industry-standard safeguards may be used to protect information transmitted between customers, our ecommerce platform, and authorized service providers.

III. ANALYTICS & TECHNOLOGY PARTNERS

To improve our services, understand customer behavior, and measure the effectiveness of advertising campaigns, VELORF may work with third-party technology, analytics, and advertising providers.

These may include:

  • AXON (AppLovin): May be used for attribution, advertising measurement, campaign optimization, and understanding the customer journey from advertisement exposure to purchase.
  • Meta: Meta technologies may be used for advertising measurement, audience analysis, conversion tracking, and personalized advertising.
  • Google Analytics / Google Services: May be used to understand website traffic, user interactions, customer journeys, and the effectiveness of marketing campaigns.
  • Shopify and Ecommerce Service Providers: Our ecommerce platform and associated service providers may process information necessary to provide storefront, payment, order management, security, and related functionality.

Third-party providers may process information according to their respective privacy policies and applicable laws.

IV. COOKIES & TRACKING TECHNOLOGIES

VELORF may use cookies, pixels, tags, local storage, and other similar technologies to support website functionality.

These technologies may be used to:

  • Maintain essential website functionality.
  • Remember user preferences.
  • Maintain shopping cart sessions.
  • Analyze website traffic.
  • Measure advertising performance.
  • Understand customer behavior.
  • Improve website content and user experience.
  • Prevent fraudulent or suspicious activity.
  • Provide relevant marketing and advertising.

Where required by applicable law, customers may be provided with tools to manage their cookie and tracking preferences.

V. USER AUTONOMY & OPT-OUT RIGHTS

You may have the ability to control or restrict certain advertising and tracking activities.

Interest-based advertising preferences may also be managed through recognized industry platforms, including:

You may also adjust cookie settings through your browser or, where available, through the privacy controls provided on our website.

VI. YOUR PRIVACY RIGHTS

Depending on your jurisdiction, you may have certain rights regarding your personal information.

These rights may include the ability to:

  • Request access to personal information we hold about you.
  • Request correction of inaccurate information.
  • Request deletion of eligible personal information.
  • Request restriction of certain processing activities.
  • Object to certain uses of your information.
  • Withdraw consent where processing is based on consent.
  • Request information regarding how your personal information is used.
  • Exercise applicable rights relating to targeted advertising or data sharing.

To submit a privacy request, please contact:

service@velorf.com

We may request reasonable information to verify your identity before completing certain privacy requests.

2. TERMS OF COMMERCIAL ENGAGEMENT

I. CORPORATE INFORMATION & JURISDICTION

The VELORF online storefront is owned and operated by:

Business Name: NO WELL LIMITED
Brand Name: VELORF
Registered Address: 1/F, 535 Lockhart Road, Causeway Bay, Hong Kong Island, Hong Kong

Our business operations are based in the Hong Kong Special Administrative Region.

By accessing our website, using our services, or placing an order, you agree to these Terms of Service and any additional policies displayed on our website.

Where legally permitted, these Terms shall be governed by applicable laws of the Hong Kong Special Administrative Region.

Nothing in these Terms is intended to remove or restrict mandatory consumer rights available to you under the laws of your country or region.

II. INTELLECTUAL PROPERTY

The VELORF brand identity and website content may include protected intellectual property.

This may include:

  • Brand names.
  • Logos.
  • Website layouts.
  • Original product photography.
  • Graphics.
  • Written content.
  • Marketing materials.
  • Packaging designs.
  • Videos.
  • Other original creative materials.

Unless otherwise authorized, VELORF content may not be copied, reproduced, distributed, republished, commercially exploited, modified, or used for unauthorized commercial purposes.

Third-party trademarks, content, or intellectual property appearing on our website remain the property of their respective owners.

III. PRODUCT INFORMATION

We make reasonable efforts to present product descriptions, photographs, specifications, dimensions, colors, features, and other information accurately.

However, you acknowledge that:

  • Colors may appear differently depending on screen or device settings.
  • Product packaging may change from time to time.
  • Minor visual or manufacturing variations may occur.
  • Actual dimensions may vary slightly due to measurement methods.
  • Product information may be updated without prior notice.

For pet products, customers are responsible for selecting products appropriate for their pet's size, age, condition, behavior, and intended use.

Pets should be supervised where appropriate when using toys, grooming products, accessories, or other pet products.

IV. ORDER ACCEPTANCE

We reserve the right to accept, reject, cancel, or limit an order where reasonably necessary.

This may include situations involving:

  • Suspected fraudulent activity.
  • Payment authorization issues.
  • Incorrect pricing.
  • Product listing errors.
  • Inventory limitations.
  • Unusual ordering activity.
  • Excessive order quantities.
  • Shipping restrictions.

If an order is cancelled after successful payment, an appropriate refund will normally be issued to the original payment method.

V. SERVICE LIMITATIONS

We strive to provide accurate information and reliable access to our website.

However, VELORF cannot guarantee that our website or services will always be uninterrupted, error-free, or continuously available.

Temporary disruptions may result from:

  • Scheduled maintenance.
  • Technical failures.
  • Internet service interruptions.
  • Third-party platform issues.
  • Payment provider interruptions.
  • Carrier disruptions.
  • Events beyond our reasonable control.

We reserve the right to modify, suspend, update, or discontinue portions of our website or services where reasonably necessary.

VI. LIMITATION OF PURCHASES

We reserve the right to limit quantities purchased per customer, household, account, address, payment method, or order.

These restrictions may be applied when necessary to prevent fraud, abuse, unauthorized resale, inventory shortages, or other circumstances affecting normal store operations.

3. GLOBAL SATISFACTION & RETURN POLICY

I. THE 30-DAY ASSURANCE

VELORF offers a 30-day return period beginning from the date your order is confirmed as delivered.

To qualify for a return, eligible products should generally remain in their original condition.

Return requirements include:

  • The product must be unused and unwashed.
  • The product should be in the same condition in which it was received.
  • Original packaging should be retained where reasonably possible.
  • Original accessories, labels, manuals, tags, or components should be included.
  • A valid order number or proof of purchase must be provided.

Products showing signs of misuse, excessive wear, unauthorized modification, or damage caused after delivery may not qualify for a refund.

II. RETURN AUTHORIZATION

Before sending any product back, customers must contact our support team at:

service@velorf.com

Please provide:

  • Your order number.
  • The product you wish to return.
  • Your reason for requesting the return.
  • Relevant photographs or videos where applicable.

Once the return request has been reviewed, our support team will provide return authorization and appropriate return instructions.

Products sent without prior authorization or to an unauthorized address may not be accepted or refunded.

III. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

We recommend inspecting your order shortly after delivery.

If your order arrives damaged, defective, or materially different from what you ordered, please contact:

service@velorf.com

within 48 hours of delivery.

Please provide:

  • Order number.
  • Description of the issue.
  • Clear photographs or videos of the product.
  • Photographs of the packaging where relevant.

Once the claim has been reviewed and approved, VELORF may provide an appropriate solution, including a replacement, refund, or other resolution depending on the circumstances.

IV. PET HYGIENE & SAFETY EXCLUSIONS

Because VELORF sells pet products, certain products may be subject to additional hygiene and safety restrictions.

Products that may not be eligible for return include:

  • Used grooming tools.
  • Hygiene-sensitive pet products.
  • Products contaminated through direct contact with animals.
  • Personalized products.
  • Customized products.
  • Gift cards.
  • Items marked Final Sale.
  • Items specifically identified as Non-Returnable before purchase.

This restriction helps protect the health and safety of pets and customers.

V. EUROPEAN UNION CONSUMER RIGHTS

Customers located in the European Union may have statutory cancellation rights under applicable consumer protection laws.

Where applicable, eligible customers may have the right to cancel certain online purchases within 14 days of receiving their order without providing a reason.

These statutory rights apply alongside our standard 30-day return policy, subject to applicable product eligibility, hygiene restrictions, and local law.

Nothing in this policy is intended to restrict mandatory consumer rights.

VI. REFUND PROCESS

After an authorized return reaches the designated return facility, the product will be inspected.

Once the inspection is completed:

  • Notification: You will receive an email informing you whether the refund has been approved.
  • Refund Method: Approved refunds will generally be issued to the original payment method used when placing the order.
  • Refund Processing: Please allow approximately 7-10 business days after approval for the refund to be processed.

Your bank, card issuer, PayPal, or other payment provider may require additional time to display the funds in your account.

If an approved refund has not appeared after 15 business days, please contact:

service@velorf.com

VII. SHIPPING FEES

Original shipping charges are generally non-refundable.

An exception may apply where the return results from:

  • An incorrect item being shipped.
  • A verified defective product.
  • A product damaged during delivery.
  • Another confirmed fulfillment error attributable to VELORF.

Return shipping costs may be the responsibility of the customer unless otherwise confirmed by our support team or required by applicable law.

4. CONTACT & BUSINESS INFORMATION

For questions concerning privacy, terms, orders, shipping, returns, refunds, or customer support, please contact us:

Brand Name: VELORF
Business Name: NO WELL LIMITED
Email: service@velorf.com
Registered Business Address:
1/F, 535 Lockhart Road, Causeway Bay, Hong Kong Island, Hong Kong

Please contact our support team before sending any return.

The registered business address should not be treated as a return warehouse or return address unless VELORF customer support specifically provides instructions to send your package there.