Refund policy

Returns & Warranty

Velleria sells high-value personal-use products, including warehouse stock, factory stock, and made-to-order builds. Return and warranty terms are written clearly so buyers can understand the limits before checkout.

Unopened returns

Unused and unopened items may be reviewed for return within 30 days of delivery. If approved, the refund is typically 90% of the item price; 10% is retained as a handling and restocking fee. Shipping costs, payment fees, and special service fees may be excluded where applicable.

Opened or used products

Opened or used personal-use products cannot be returned for hygiene reasons unless the issue is verified as dead on arrival, arrival damage, or a manufacturing defect. Do not use, alter, repair, or clean the product aggressively while a claim is being reviewed.

Custom and made-to-order products

Custom and made-to-order products are built for one buyer and cannot be returned because of preference changes, size changes, or buyer remorse. They are eligible for review if there is verified arrival damage or a manufacturing defect.

Warranty coverage guide

  • LUXE silicone full-body models: 12 months for qualified manufacturing defects.
  • TPE full-body models: 6 months for qualified manufacturing defects unless the product page states longer coverage.
  • Head sculpts: 3 months for qualified manufacturing defects.
  • Skeleton joints: 6 months for defects under normal use.
  • Accessories: 30-day dead-on-arrival review.

What is not covered

Warranty does not cover normal wear, damage from misuse, forced posing, sharp objects, harsh cleaners, poor drying, heat, pressure marks, improper storage, self-repair, or cosmetic changes caused by handling after delivery.

How to file a claim

Contact Velleria within 48 hours for arrival damage or visible defects. Include your order number, delivery date, clear photos or video, packaging condition, and a short description of the issue. Approved refunds are normally processed within 3-5 business days after review or inspection; your bank or card provider may take longer to post the funds.