Table of Contents

Refund Policy

Users will receive their refund within 5 business days. Please contact us if you notice that the refund takes longer than expected.
Users will receive their replacement order confirmation within 5 business days. After that, please allow up to 5 more days for fulfillment before Veltrixfulfill can send a new tracking number.
All transactions, including refunds, will be processed through our secure payment methods.

TO BE ELIGIBLE FOR A REFUND/REPLACEMENT, PLEASE ENSURE THAT:

The product was received within the last 7 days.
The product has the issues described below.

Important Note:

All products fulfilled via Veltrixfulfill are made-to-order and customized specifically for each Customer. Therefore, they are non-refundable and non-exchangeable due to sizing issues, buyer’s remorse, or preference-related reasons. By submitting an order to production, either manually or through automatic settings, the Merchant acknowledges that the order details (including product type, size, design, color, shipping method, and addresses) cannot be modified.
Veltrixfulfill will not accept refund or replacement requests in the following cases:
The Customer selected the wrong size, design, or color.
Damage caused by improper care or use.
The Customer changed their mind, refused delivery, or no longer wants the item.
Minor differences in color due to display or printer settings.
Sizing deviations within the industry-accepted tolerance (±1–2 inches).
To support accurate order placement, size charts are available on each product page. It is the Merchant’s responsibility to communicate this information clearly to their Customers before checkout.
Veltrixfulfill is not liable for errors arising from incorrect information submitted by the Merchant or the Merchant’s Customers.

Order Modifications or Cancellations

Orders submitted through the Platform are processed automatically and cannot be modified or cancelled once they enter production. However, prior to production, the Merchant may contact Veltrixfulfill to request changes such as product variant (size, color, etc.) or cancellation. Once the waiting period expires and the order enters production, only the shipping address may be updated. It is the Merchant’s responsibility to ensure all order information is correct at the time of submission.

Orders Seized By Customs Due to Copyright And Trademark Claims

Veltrixfulfill is not liable for any losses, including financial losses, resulting from orders seized by customs authorities due to alleged or actual copyright or trademark violations. The Merchant assumes full responsibility for ensuring the products listed and sold through their store comply with intellectual property laws and import regulations of the destination country.

Returns

As all products fulfilled by Veltrixfulfill are made-to-order and customized for each Customer, returns are not accepted unless the product is defective, misprinted, or damaged. To request a replacement or refund, the Merchant must submit clear photographic or video evidence of the issue, along with the order number. Upon verification, Veltrixfulfill will proceed with either a refund or reshipment.

Refund (If Applicable)

Once a return is approved and processed, Veltrixfulfill will notify the Merchant via email regarding the status of the refund. If the request is approved, the refund will be issued to the original payment method within a reasonable number of business days. Refunds are limited to the fulfillment cost charged by Veltrixfulfill. No compensation will be issued for lost profit, retail price, or any other margin.

Late or Missing Refund (If Applicable)

If the Merchant has not received the expected refund:
Please first verify the balance on your payment account or wallet.
If the refund is still not received, contact Veltrixfulfill at [email protected] for further assistance.

Sale Items (If Applicable)

Only products purchased at full price are eligible for refunds. Sale or promotional items are non-refundable and non-exchangeable unless they are defective or misprinted due to an error caused by Veltrixfulfill.

Exchanges (If Applicable)

Replacements are only offered for items that are misprinted, defective, or damaged. To request a replacement, please email [email protected] with order details and visual evidence of the issue. Approved replacement items will be re-shipped without the need for the item to be returned.

Return Policy (Additional Details)

Veltrixfulfill typically does not accept returns due to user errors, such as undeliverable addresses or incorrect selection of sizes, designs, colors, etc.
Please keep in mind that approximately 3% to 5% of packages may experience shipping issues such as being damaged during shipment, receiving the wrong items, or being lost by the postal service.
In case of the issues listed above, please kindly send pictures of the item showing the damage and the label of the item, along with a clear description of the problem, and contact our customer support team with the evidence. Once verified, Veltrixfulfill will arrange a reshipment within 24 hours.
Claims for after-sale issues, such as misprinted/damaged/defective items, must be submitted within 30 days after the product is received. Requests beyond this period will not be processed. Replacement items do not need to be returned unless specifically requested.
Our return policy is based on the principle that Veltrixfulfill will only process returns for issues caused by us, and the return amount will be limited to the fees Veltrixfulfill received. Essentially, Veltrixfulfill will replace an item if there is an issue with it and if the problem is due to our fault.

Limitation of Liability

Veltrixfulfill’s responsibility is limited strictly to the value of the fulfillment fee charged for the affected order. In no event shall Veltrixfulfill be liable for indirect, incidental, punitive, special, or consequential damages, including, without limitation, loss of profit, business interruption, loss of data, or other intangible losses arising from the use of or inability to use the service.

Frequent Cases for Return and Refund (Product Issues)

The following outlines how Veltrixfulfill typically handles common fulfillment and product-related issues. Please note that these examples are provided for reference only; resolutions may vary depending on the specifics of each case and the documentation provided.
Incorrect Item Shipped: If the Customer receives a product different from what was ordered, Veltrixfulfill will provide a replacement at no additional cost.
Damaged Item: If the product arrives visibly damaged due to transportation or customs handling, Veltrixfulfill will offer a replacement. The Merchant must submit clear photographic evidence of the damage along with an image of the packaging label for inspection.
Printing Errors (Small or Broken Print Area): If the print quality issue results from Veltrixfulfill’s production process—despite the Merchant following artwork guidelines—Veltrixfulfill will issue a replacement.
Size Deviation: If the delivered product differs by more than 3 centimeters from the published size chart in any dimension (length or width), Veltrixfulfill will offer a replacement.
Missing Items: In multi-item orders where the Customer receives fewer items than ordered, Veltrixfulfill will ship the missing items. If the Merchant opts for a refund, Veltrixfulfill will issue a partial refund based on the fulfillment cost and shipping value of the missing item(s).
Artwork Not Compliant With Guidelines: If the submitted artwork violates Veltrixfulfill’s design requirements (e.g., low-resolution images, incorrect placement) and results in poor output, the Merchant is solely responsible for the replacement cost.
Incorrect Size Ordered (Customer Error): If the Customer selects the wrong size, Veltrixfulfill is not liable. The Merchant assumes responsibility for replacing the item at their discretion and expense.
To expedite resolution, the Merchant is encouraged to provide a video of the unboxing or high-quality images taken in natural lighting, including the product and package label. Veltrixfulfill does not guarantee exact color accuracy between digital mockups and printed products due to differences in screen calibration and print settings.

Frequent Cases for Return and Refund (Shipping Issues)

For Fulfilled by Merchant (FBM) Orders:

Non-Delivery: If a package has not been delivered within 35 days for U.S. destinations or 60 days for international destinations from the order date, Veltrixfulfill will offer either a free replacement or a full refund based on the fulfillment cost. Note: This policy excludes non-delivery caused by incorrect or incomplete shipping details provided by the Customer, or missed delivery attempts.
Damaged in Transit: If a product is damaged during shipment, Veltrixfulfill will issue a free replacement or full refund of the fulfillment cost, upon validation of supporting evidence.

For Fulfilled by Amazon (FBA) or Other Third-Party Shipping Orders:

Non-Delivery: Refunds or claims will be processed in accordance with the carrier’s terms and conditions (e.g., UPS, DHL, FedEx). For sea shipments, compensation will be based on the declared invoice value.
Damaged in Transit: If the product is damaged during delivery via a third-party logistics service, Veltrixfulfill will assess the issue on a case-by-case basis and offer a resolution aligned with the shipping provider’s compensation policies.