Last updated: July 10, 2026
Returns, Refunds & Warranty
Inspect the order before use. Product condition, hygiene seals, customization, and the reason for the request determine which remedy is available. Nothing on this page limits rights that cannot be excluded under applicable consumer law.
When your order arrives
- Photograph the outer carton before opening it, especially any dents, holes, water marks, or crushed areas.
- Keep the carton, internal packing, labels, accessories, and protective materials until the product has been checked.
- Confirm the model, selected options, included parts, and visible condition before use, cleaning, alteration, or repair.
- If anything is wrong, stop and contact us with clear photos or video. For arrival damage, wrong items, or missing parts, contact us within 48 hours when possible so carrier and factory evidence can be preserved.
A report outside 48 hours is not automatically rejected when applicable law or the relevant commercial warranty requires review, but delayed reporting can make carrier or arrival-condition evidence harder to verify.
Voluntary returns
| Order type | Change-of-mind return eligibility |
|---|---|
| Standard, non-custom item | Request authorization within 30 days of delivery. The item must remain unused, complete, in original packaging, and unopened where a hygiene seal is supplied. |
| Opened or used intimate item | Not eligible for a voluntary change-of-mind return to the fullest extent permitted by law. Verified defects, wrong items, and non-excludable legal rights remain reviewable. |
| Made-to-order or clearly personalized item | Not eligible for a voluntary change-of-mind return where the applicable law permits that exception. Verified defects, arrival damage, and wrong confirmed specifications remain reviewable. |
| Minor-imperfection or condition-disclosed item | A disclosed imperfection is not itself a defect. Undisclosed defects and non-excludable legal rights remain reviewable. |
Do not send an item back without written return authorization and the correct return address. Warehouse locations shown for fulfillment are not automatically return locations.
Return costs and deductions
For an approved voluntary return, the customer normally pays insured return shipping. An up-to-10% handling and restocking deduction may apply only where permitted by law and disclosed in the return authorization. Original expedited shipping, payment-provider charges that are not returned to us, and other non-recoverable optional services may also be excluded where lawful.
If we confirm that the item was materially defective, damaged in transit, or different from the confirmed order, Velleria will provide the lawful remedy and will not charge a restocking fee for that verified issue.
Order changes and cancellations
- Before processing, reservation, procurement, or production: the order can be cancelled for a full refund.
- After warehouse release, procurement, or production begins: we review the request case by case. Documented, non-recoverable costs may be deducted only where the customer agreed and applicable law permits.
- After dispatch: the order cannot be stopped as a simple cancellation. Any return is handled under the rules above.
We do not use an automatic 20% or 50% cancellation penalty. If a deduction applies, we explain the actual basis before completing the cancellation.
Product-specific warranty support
Commercial warranty terms vary by product, component, supplier, and written order confirmation. We do not apply one blanket warranty period across the catalog. The product page or written confirmation supplied for your order controls, and any mandatory statutory guarantee or other non-excludable right still applies.
| Product or component | What to confirm before purchase |
|---|---|
| AIBEI LUXE full-body silicone model | The written term for manufacturing or material defects, including any component-specific limits. |
| TPE or hybrid full-body model | The written term for manufacturing or material defects and the care requirements that preserve eligibility. |
| Standalone head | The written term for the head, including fit, makeup, hair, and component exclusions. |
| Skeleton and joints | Whether structural support is included in the base product’s written term and any handling exclusions. |
| Wigs, clothing, nails, eyelashes, and consumable accessories | Unless a longer written term is stated, inspect these items on arrival and report missing, wrong, or damaged pieces promptly. |
What can be reviewed as a defect
- Material or structural failure that appears under normal handling and is not caused by use, storage, cleaning, modification, or impact.
- A product or option that materially differs from the confirmed order.
- Verified shipping damage or a missing component.
What is normally excluded from commercial warranty
- Normal wear, small handmade differences, minor mold lines, or cosmetic variation that does not affect ordinary use.
- Makeup, implanted hair, wigs, eyelashes, nails, clothing, or other cosmetic and consumable details after the arrival inspection period.
- Staining, dye transfer, oil migration, tackiness, pressure marks, or tears caused by clothing, friction, moisture, poor storage, or unsuitable products.
- Damage caused by forced joints, unsupported lifting, impact, sharp objects, excessive heat, freezing, solvents, alcohol, bleach, oils not approved for the material, modification, or user repair.
- Damage that occurs after the product is used contrary to the supplied care instructions.
How a claim is resolved
Use the contact page and provide the order number, product name, date discovered, a short description, and clear photos or video. We may request additional views or a simple diagnostic step that does not risk further damage.
Depending on the verified issue, applicable law, product condition, and practical repair route, the resolution may be repair guidance, a replacement part, repair service, replacement, an appropriate price reduction, return and refund, or another remedy agreed with the customer. Do not discard the product or packaging until the review is complete.
Refunds
Approved refunds are issued to the original payment method after the return is received and inspected or after another resolution is confirmed. Your bank or payment provider may need additional time to post the credit. We will send confirmation when the refund has been submitted.