Return Policy
Last Updated: October 12, 2026
At Vellucentria, we are committed to providing thoughtfully selected home and lifestyle products inspired by natural materials, artisanal craftsmanship, and contemporary design. We value customer satisfaction and aim to ensure that every purchase meets our quality and service expectations.
If you experience an issue with an order, please contact our customer service team at support@calinovestara.com. To help us review your concern efficiently, include your order number and the email address associated with your purchase.
We encourage all customers to review the following return and refund conditions carefully before completing an order.
General Return Conditions
Purchases completed through the Vellucentria online store are generally considered final.
We do not ordinarily accept returns or exchanges based on changes in personal preference, including dissatisfaction with a product's style, dimensions, color, or other non-defective characteristics.
Exceptions may be considered when an item is confirmed to have a manufacturing defect, arrives damaged, or differs from the product originally ordered due to a fulfillment error.
Any request for a refund, replacement, or other corrective action must be evaluated and authorized by our customer support team in accordance with the conditions described below.
Damaged, Defective & Incorrect Products
At Vellucentria, we recognize the importance of product quality and strive to offer home essentials that combine functionality, natural aesthetics, and dependable craftsmanship.
If your order arrives damaged, contains a manufacturing defect, or includes an incorrect product, please notify our customer service team as soon as possible.
We ask customers to inspect their purchases promptly upon delivery and submit any related claim within 7 days of receiving the package.
To initiate a review, please email support@calinovestara.com and provide the following information:
• Order Information: Your complete order reference number and the email address used when placing the order.
• Description of the Issue: A clear explanation of the damage, manufacturing defect, or discrepancy between the product received and the item ordered.
• Supporting Documentation: High-quality photographs or video recordings showing the affected product, the relevant problem, and, where necessary, its original packaging.
After receiving your request, our customer support team will examine the submitted evidence to determine whether the claim qualifies for a remedy under this policy.
Depending on the nature of the issue, the supporting documentation, and the circumstances of the purchase, an approved resolution may include a replacement product, a partial refund, or a full refund.
All claims are assessed individually, and the appropriate resolution will be communicated after the review has been completed.
Refund Processing & Reimbursements
When Vellucentria approves a full or partial refund, the authorized amount will be returned through the original payment method used to complete the purchase.
Refunds are generally issued to the same credit card, debit card, or payment account associated with the transaction.
Once the reimbursement has been initiated, please allow approximately 7–12 business days for the refunded amount to appear in your account.
Actual processing times may differ depending on your bank, payment card issuer, or third-party payment service provider.
Please note that Vellucentria cannot determine the exact date on which your financial institution will complete the crediting process.
If the expected processing period has passed and your refund is not visible, we recommend contacting your payment provider or our customer support team for further assistance.
Product Exchanges & Replacements
Vellucentria does not provide routine product exchanges for alternative styles, sizes, colors, or other personal preferences after an order has been completed.
Product replacements are generally reserved for situations involving verified manufacturing defects, structural damage, or incorrect items received as a result of an order fulfillment error.
Any replacement request must be reviewed and approved by our customer service team before further arrangements are made.
Customers should not independently send products back or arrange exchanges without first receiving authorization from Vellucentria.
Where a replacement is approved, our team will provide instructions regarding the applicable procedure.
Unauthorized Returns
To ensure proper claim verification and prevent unnecessary shipment complications, all product returns must receive advance approval from our customer support team.
Please do not send any merchandise to our company office, fulfillment facilities, or other addresses unless our representatives have specifically instructed you to do so.
The following conditions apply to unauthorized shipments:
• Prior Authorization: Customers must contact our support team and obtain approval before returning any product.
• Claim Verification: Return requests must include a valid claim or return authorization reference issued or confirmed by our customer service representatives.
• Unapproved Shipments: Packages returned without prior authorization or an appropriate claim reference may be rejected and will not qualify for a refund, store credit, or replacement solely because they have been delivered to an address associated with our business.
• Responsibility for Unauthorized Returns: Vellucentria and its operating company, hongkong surfari co., Limited, do not accept responsibility for merchandise shipped back without following the authorized return procedure, subject to applicable consumer protection laws.
We strongly recommend contacting our customer service team before arranging any return shipment.
Customer Support & Return Assistance
If you need clarification about our return conditions, wish to report a problem with a product, or require assistance with an existing refund request, our customer service team is available to help.
For efficient communication, please provide your purchase reference number, registered email address, and a clear description of your concern when submitting an inquiry.
We aim to handle customer requests with care, transparency, and professionalism while maintaining consistent service standards.
For official correspondence, please refer to the following company information:
• Brand Name: Vellucentria
• Legal Company Name: hongkong surfari co., Limited
• Registered Business Address: Unit 1406B, 14/F, The Belgian Bank Building, Nos. 721–725 Nathan Road, Kowloon, Hong Kong
• Customer Support Email: support@calinovestara.com
• Customer Service Telephone: +1 (443) 658-3823
Thank you for choosing Vellucentria. We appreciate your trust in our home and lifestyle collections and remain committed to providing responsive customer assistance and a dependable online shopping experience.