Return and Refund Policy

Effective Date: October 19, 2026

COMPANY NAME: Huizhou Weijie Cross-border E-commerce Co., Ltd.

COMPANY ADDRESS: Unit 02, 13th Floor, Unit 2, Building 3, Qiugu Linhai Garden, No. 9 Longshan 6th Road, West Zone, Daya Bay, Huizhou

POSTAL CODE: 516083

COUNTRY/REGION: China

Email: service@veltrunio.com

Contact Phone Number: +1 (210) 606-4073

Customer Service Days: Monday through Friday

Customer Service Hours: 9:00 AM–6:00 PM Pacific Time, adjusted for daylight saving time

Veltrunio is owned and operated by Huizhou Weijie Cross-border E-commerce Co., Ltd.

All purchases and transactions made through this website are processed by Huizhou Weijie Cross-border E-commerce Co., Ltd.

Introduction

At Veltrunio, we aim to make purchasing packaging and transportation supplies a straightforward and dependable experience.

Our collections include corrugated shipping boxes, packing tapes, sealing tools, protective cushioning materials, wrapping paper, labeling accessories, and practical goods-handling supplies.

We understand that customers may occasionally need to return a product, report a delivery issue, or request assistance with an order.

This Return and Refund Policy explains our voluntary return procedures, product condition requirements, return shipping responsibilities, refund arrangements, and related customer service practices.

The voluntary return benefits described in this policy are separate from any mandatory consumer rights provided by applicable law.

Nothing in this policy is intended to exclude, limit, or waive a legal right or remedy that cannot lawfully be restricted.

1. 30-Day Return Period

Veltrunio offers a 30-day voluntary return period for eligible products.

Customers may request a voluntary return within 30 days after the date of delivery.

To initiate a return request, please contact:

Email: service@veltrunio.com

Please include:

• Your order number;

• The product name;

• The quantity you wish to return;

• The reason for the return; and

• Any other information reasonably necessary to review your request.

We will review the request and provide applicable return instructions.

Requests made more than 30 days after delivery may fall outside our voluntary return program.

The voluntary return period does not replace any mandatory rights relating to damaged, defective, incorrect, or non-conforming goods.

If applicable law provides a longer period or an additional remedy, the relevant legal requirement will apply.

2. Voluntary Return Eligibility

For returns based on personal preference, ordering an unsuitable product, changing your mind, or another reason unrelated to product quality, the following conditions generally apply.

Eligible products should be:

• Returned in accordance with the applicable return instructions;

• Unused, except for reasonable inspection;

• In substantially their original condition;

• Free from customer-caused damage;

• Unmodified;

• Complete with all included components;

• Returned with original packaging where reasonably possible; and

• Accompanied by proof of purchase.

Because Veltrunio sells packaging and transportation supplies, eligibility may depend on the type of product.

Shipping Boxes

Corrugated boxes should generally be unused and free from substantial crushing, tearing, adhesive residue, water damage, or structural modification.

Boxes that have been filled, taped closed, transported with contents, or materially altered may not qualify for a voluntary return.

Reasonable inspection of the product does not automatically disqualify a return.

Packing Tapes and Wrapping Materials

Packing tape, stretch film, bubble cushioning, honeycomb paper, and similar materials should generally remain unused.

Materially consumed, cut, stretched, applied, or damaged portions may not qualify for a voluntary return.

For multi-roll sets, the quantity and condition of the returned rolls may affect eligibility.

Paper Sheets and Protective Pouches

Kraft packing paper sheets, foam protective pouches, and similar products should generally be returned clean, unused, and complete.

Sheets that have been substantially crumpled, torn, stained, or used for packaging may not qualify for a voluntary return.

Tools and Handling Accessories

Tape dispensers, labeling accessories, reusable carrying bags, and related products should generally be free from material damage or modifications caused after delivery.

Any included accessories or components should be returned where reasonably possible.

These conditions apply to voluntary non-quality returns and do not eliminate remedies for products affected by seller responsibility or protected by applicable law.

3. Return Authorization

Please contact Veltrunio before sending an item back.

Email: service@veltrunio.com

To help us process your return request, please provide:

• Your full name;

• Your order number;

• The product name;

• The quantity being returned;

• The reason for the return; and

• Photographs or other supporting information when relevant.

After reviewing your request, our customer service team will provide the applicable return instructions.

If a physical return is required, we will identify the authorized return destination and explain any relevant shipping requirements.

Important Return Address Information

The company address listed at the beginning of this policy identifies the legal business operator.

It should not automatically be treated as the authorized merchandise return address.

Please do not send products to the company address unless Veltrunio customer service has specifically confirmed it as the correct destination.

The authorized return location may be different from the registered company address.

Sending a product to an incorrect address or without the necessary instructions may delay processing.

Any restrictions on unauthorized returns remain subject to applicable consumer protection laws.

4. Damaged, Defective, Incorrect or Missing Items

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, incorrect, incomplete, or otherwise not as described, please contact us as soon as reasonably possible.

We recommend reporting immediately apparent delivery-related issues within 7 days after delivery to help us investigate efficiently.

Email: service@veltrunio.com

Please provide, where available:

• Your order number;

• The affected product name;

• A description of the problem;

• Photographs showing the issue;

• Photographs of the outer shipping packaging;

• A photograph of the shipping label; and

• Details of any incorrect or missing products.

Depending on the product, relevant concerns may include:

BoxBuild Series

• Corrugated boxes arriving torn or crushed;

• Incorrect box dimensions or quantities;

• Missing cartons;

• Damaged folding panels;

• Structural defects present upon delivery.

SealSure Series

• Incorrect tape quantities;

• Damaged or defective tape rolls;

• Incorrect tape types;

• Missing dispenser components;

• Defective cutting or dispensing mechanisms.

CushionGuard Series

• Damaged cushioning materials;

• Missing protective pouches;

• Incorrect sheet or roll quantities;

• Incorrect product dimensions;

• Material defects present upon delivery.

MoveReady Series

• Missing labels or accessories;

• Damaged carrying handles;

• Defective zippers;

• Incorrect stretch wrap quantities;

• Incorrect product variations.

Please retain the affected products and relevant packaging until we have reviewed the issue or provided further instructions, where reasonably possible.

Depending on the circumstances, an appropriate resolution may include a replacement, replacement component, reshipment, partial refund, full refund, or another remedy required by applicable law.

The recommended 7-day reporting period is intended to support prompt investigation. It does not eliminate mandatory statutory rights that may apply after that period.

5. Return Shipping Costs

Return shipping responsibilities depend on the reason for the return.

Seller-Responsibility Returns

If an item arrives damaged, defective, incorrect, incomplete, or affected by a problem for which Veltrunio is responsible, we will provide applicable return instructions.

Where a physical return is necessary, Veltrunio will cover reasonable return shipping costs in accordance with the circumstances and applicable law.

An alternative remedy, such as replacement or refund without physical return, may be offered where appropriate.

Voluntary Non-Quality Returns

For voluntary returns resulting from:

• A change of mind;

• Personal preference;

• Ordering the wrong item;

• Selecting an unsuitable size;

• Ordering an incorrect quantity; or

• Another reason unrelated to product quality,

the customer is generally responsible for the return shipping cost, subject to applicable law.

The actual return shipping cost may depend on the parcel dimensions, weight, destination, shipping carrier, and chosen service.

Original Shipping Charges

For a voluntary non-quality return, the original shipping charge paid at checkout, if any, is generally non-refundable where permitted by applicable law.

Where a return results from an issue for which Veltrunio is responsible, the original shipping charge will be handled in accordance with applicable law and the circumstances of the order.

No additional fixed return shipping fee is established by this section.

6. Packaging and Return Tracking

Returned products should be packed in a manner reasonably suitable for transportation.

Because our products include corrugated cartons, rolls of packaging materials, and handheld tools, packaging methods may differ depending on the returned item.

We recommend:

• Keeping unused cardboard boxes flat where appropriate;

• Securing loose packaging rolls;

• Protecting tape dispensers and exposed cutting components;

• Keeping paper sheets clean and flat;

• Preventing reusable bags from becoming damaged during transit;

• Including required components and accessories; and

• Following the return instructions provided by our customer service team.

For customer-arranged returns, we recommend using a trackable shipping service.

Please retain:

• The shipping receipt;

• The tracking number;

• Proof of shipment; and

• Relevant return correspondence.

Where permitted by law, responsibility for an unauthorized customer-arranged return remains with the sender until it reaches the authorized return destination.

This does not limit Veltrunio's responsibilities where we arrange the return shipment, provide the return label, or applicable law provides otherwise.

7. Products That May Not Qualify for Voluntary Return

Certain items may not qualify for a voluntary non-quality return because of their condition or nature.

Examples include:

• Corrugated boxes materially damaged or altered after delivery;

• Packaging tape that has been substantially used or applied;

• Bubble cushioning that has been materially cut or consumed;

• Honeycomb paper that has been substantially expanded or used;

• Packing paper that has been materially crumpled, stained, or torn;

• Stretch film that has been substantially used;

• Protective pouches damaged through customer use;

• Reusable bags materially damaged after delivery;

• Tape dispensers modified or damaged after delivery;

• Product sets with essential components missing;

• Personalized products, if offered;

• Products clearly designated as final sale where legally permitted; and

• Other items subject to lawful restrictions disclosed before purchase.

An opened package does not necessarily make a product ineligible if the product itself remains in an acceptable condition following reasonable inspection.

These exclusions relate to voluntary returns and do not prevent customers from exercising mandatory legal rights regarding defective, incorrect, or non-conforming products.

8. Exchanges and Replacements

If you wish to obtain a different product, size, quantity, or variation, please contact our customer service team.

Email: service@veltrunio.com

For voluntary exchanges, it may be necessary to return the original eligible product and place a separate order for the desired item.

Direct exchanges are subject to:

• Product availability;

• Return eligibility;

• Current inventory;

• Product condition;

• Applicable shipping arrangements; and

• The circumstances of the request.

If your order arrives damaged, defective, incorrect, or incomplete, please contact us promptly.

Depending on the circumstances, we may arrange a replacement, send a missing component, reship an item, issue an appropriate refund, or provide another remedy required by law.

Replacement products are subject to availability.

9. Return Inspection

When an authorized return arrives at the designated return location, the returned product may be inspected.

The inspection may consider:

• Whether the returned product matches the original purchase;

• Whether the quantity is correct;

• Whether included accessories are present;

• Whether the product has been materially used;

• Whether the product has been modified;

• Whether damage occurred after delivery; and

• Whether the item satisfies the applicable voluntary return conditions.

For packaging supplies, inspection may include checking tape roll completeness, unused paper quantities, carton condition, and the presence of tool components.

After the review, we will communicate the outcome of the return request.

Where permitted by applicable law, a voluntary return may be declined or subject to an appropriate value adjustment if customer handling has materially reduced the product's value.

No such adjustment will be applied solely because of an original defect, seller error, transit damage for which the seller is responsible, or another circumstance protected by applicable law.

10. Refunds

Approved refunds will generally be issued to the original payment method used for the purchase.

For eligible returns requiring physical inspection, we aim to submit approved refunds within 10 business days after receiving and inspecting the authorized returned products.

If a refund is approved without requiring a physical return, the applicable processing period will begin following confirmation of that approval, subject to any mandatory legal deadline.

After a refund has been submitted, the payment provider, bank, or card issuer may require additional time before the funds appear in the customer's account.

Actual posting times can vary depending on the payment method and financial institution.

Fees imposed independently by third parties, such as foreign transaction charges or currency conversion differences, may fall outside Veltrunio's control.

If more than 15 business days have passed after your refund approval was confirmed and you have not received the funds, please contact:

Email: service@veltrunio.com

Please provide your order number and relevant refund confirmation details.

Any refund deadline required by applicable law will take precedence over a longer internal processing estimate.

11. Partial Refunds

A partial refund may be appropriate in certain circumstances, depending on the product condition, reason for the request, and applicable law.

For voluntary non-quality returns, a reduction may be considered where the customer's handling after delivery has materially reduced the product's value.

Examples may include:

• Substantial use of packing tape or stretch film;

• Missing rolls from a multi-roll set;

• Missing paper sheets or protective pouches;

• Customer-caused tears or crushing of cartons;

• Materially damaged reusable bags;

• Missing dispenser accessories;

• Unauthorized modification; or

• Other substantial changes in product condition after delivery.

Any deduction must be reasonable and legally permitted.

This provision does not authorize reductions for:

• Products defective when delivered;

• Incorrect products;

• Incomplete orders caused by seller error;

• Shipping damage for which Veltrunio is responsible; or

• Other circumstances where applicable law requires an appropriate remedy.

Where only part of an order is affected, a partial refund may also be considered as an agreed resolution when appropriate and legally permitted.

12. Order Cancellations

If you need to cancel an order, please contact Veltrunio as soon as possible.

Email: service@veltrunio.com

Please include your order number and cancellation request.

We will make reasonable efforts to review and process cancellation requests before shipment.

However, once an order has entered processing, packaging, fulfillment, or shipment, cancellation may no longer be possible.

If an order is successfully cancelled after payment has been collected, an applicable refund will be issued to the original payment method.

Once an order has shipped, a voluntary cancellation request will generally need to be handled through the applicable return procedures, subject to any mandatory cancellation or withdrawal rights.

For additional purchase conditions, please refer to our Terms of Purchase.

13. Refused, Unclaimed or Undeliverable Packages

Customers should provide accurate and complete delivery information during checkout.

Delivery may be unsuccessful for reasons including:

• An incomplete shipping address;

• Incorrect contact information;

• Repeated unsuccessful delivery attempts;

• Failure to collect a package when required;

• Customer refusal of delivery; or

• Other circumstances preventing successful delivery.

If a shipment is returned to the sender or becomes undeliverable, please contact:

service@veltrunio.com

We will review the available order and carrier information to determine the appropriate next steps.

For delivery failures caused by inaccurate information or other circumstances attributable to the customer, additional shipping charges or lawful deductions may apply.

Where the delivery problem results from a seller error, shipping issue for which Veltrunio is responsible, or another legally protected circumstance, we will provide an appropriate resolution.

Any proposed charge or deduction remains subject to applicable law and the relevant terms disclosed to the customer.

14. Lost Packages

If your order appears to be lost or tracking information has not updated for an unusual period, please contact our customer service team.

Email: service@veltrunio.com

Please include:

• Your order number;

• Your tracking number, if available;

• The shipping address associated with the order; and

• A brief description of the issue.

We may review carrier records, tracking history, delivery scans, address information, and relevant shipment details.

If an order is confirmed lost before delivery, an appropriate resolution may include reshipment or refund, depending on the circumstances and applicable law.

A package marked as delivered may require further review before the appropriate resolution can be determined.

Customers should not be required to waive mandatory delivery or consumer rights as a condition of requesting assistance.

15. Bundles, Promotional Items and Gifts

Some Veltrunio purchases may include multi-item sets, bundled products, promotional accessories, or complimentary items.

Examples may include:

• Multi-roll packing tape sets;

• Multi-box carton sets;

• Packaging material bundles;

• Sets of labels or protective pouches;

• Promotional accessories; or

• Complimentary products linked to a purchase.

When requesting a voluntary return of a complete bundle, all included products and promotional components may need to be returned unless otherwise agreed.

If a qualifying promotional item is not returned, an appropriate adjustment may be made only where clearly disclosed and permitted by law.

This section does not reduce any mandatory remedy relating to defective, damaged, incorrect, or incomplete goods.

16. Return Fraud and Abuse

Veltrunio may investigate return or refund requests where there is reasonable evidence of fraud or material misuse.

Examples may include:

• Returning a product different from the purchased item;

• Submitting falsified purchase records;

• Providing intentionally misleading photographs;

• Deliberately damaging merchandise to obtain a refund;

• Claiming missing quantities that were actually delivered;

• Repeated misuse of voluntary return procedures; or

• Other fraudulent conduct.

Any investigation or decision will be conducted in accordance with applicable law.

This section does not restrict legitimate customer complaints or mandatory consumer rights.

17. Mandatory Consumer Rights

Veltrunio's voluntary return program is offered in addition to any rights customers may have under applicable law.

Depending on the circumstances and relevant jurisdiction, customers may have mandatory rights concerning:

• Damaged merchandise;

• Defective goods;

• Products that do not match their description;

• Incorrect or incomplete orders;

• Repairs or replacements;

• Refunds;

• Delivery failures;

• Order cancellation rights; and

• Other statutory remedies.

These rights may apply even when a product does not satisfy the conditions of our voluntary return program.

Nothing in this policy is intended to exclude, restrict, or diminish any non-waivable consumer protection.

Where this policy conflicts with a mandatory legal requirement, the applicable mandatory requirement will prevail to the extent required by law.

18. Policy Updates

Veltrunio may update this Return and Refund Policy when reasonably necessary to reflect changes in:

• Packaging product collections;

• Store operations;

• Return procedures;

• Customer service practices;

• Fulfillment arrangements;

• Applicable legal requirements; or

• Other relevant business circumstances.

When this policy is updated, the Effective Date displayed at the beginning of the page will be revised as appropriate.

For purchases already completed, the version of the policy applicable at the time of purchase will generally continue to govern that transaction unless applicable law requires otherwise or a more favorable arrangement is agreed.

We encourage customers to review this policy before placing an order.

19. Contact Us

If you need assistance with a return, refund, replacement, incorrect item, damaged product, cancellation, or delivery concern, please contact us using the following information.

Brand: Veltrunio

COMPANY NAME: Huizhou Weijie Cross-border E-commerce Co., Ltd.

COMPANY ADDRESS: Unit 02, 13th Floor, Unit 2, Building 3, Qiugu Linhai Garden, No. 9 Longshan 6th Road, West Zone, Daya Bay, Huizhou

POSTAL CODE: 516083

COUNTRY/REGION: China

Email: service@veltrunio.com

Contact Phone Number: +1 (210) 606-4073

Customer Service Days: Monday through Friday

Customer Service Hours: 9:00 AM–6:00 PM Pacific Time, adjusted for daylight saving time

Business Ownership & Operations

Veltrunio is owned and operated by Huizhou Weijie Cross-border E-commerce Co., Ltd.

All purchases and transactions made through this website are processed by Huizhou Weijie Cross-border E-commerce Co., Ltd.

For return requests, please contact our customer service team before shipping any merchandise.

The company address listed above should not be used as a return destination unless expressly confirmed by Veltrunio customer service.

Veltrunio — Pack Smart. Ship Secure.