Refund Policy
Last Updated: September 1, 2026
This Refund Policy applies to eligible purchases made directly through the official VELMORA website at dbmgshop.com.
VELMORA is the consumer-facing brand of the online store and is operated by:
Shanxi Xiangyi Network Technology Co., Ltd.
This policy explains when a refund may be issued, how refund requests are reviewed, how refunds are processed, and how long it may take for refunded funds to appear in your account.
This Refund Policy should be read together with our Returns Policy, Shipping Policy, Product Warranty, and Terms of Service.
Nothing in this policy is intended to limit any mandatory consumer rights that cannot lawfully be waived.
1. Refund Eligibility
A refund may be available in circumstances including:
- An eligible return approved under our Returns Policy
- A verified defective product
- A product damaged during shipping
- An incorrect product sent by VELMORA
- A materially incomplete order
- A confirmed lost shipment
- An eligible order cancellation before fulfillment or shipment
- Another circumstance where a refund is required by applicable law
Refund eligibility depends on the reason for the request and the condition of the order or product.
2. 180-Day Return-Based Refund Eligibility
VELMORA provides a 180-day return period for eligible products.
The return period begins on the:
Date the product is delivered to you
as shown by the applicable carrier's delivery record.
For a standard return-based refund, the return request must generally be submitted within:
180 calendar days from the date of delivery.
The detailed return requirements are governed by our Returns Policy.
3. Standard Change-of-Mind Refunds
If you change your mind about an eligible purchase, you may request a return within the applicable 180-day return period.
For a standard change-of-mind refund, the product should generally be:
- Unused
- Clean
- Undamaged
- Complete
- In substantially the same condition in which it was received
- Returned with original accessories and components
- Returned with original packaging where reasonably possible
- Supported by valid proof of purchase
For coffee machines, substantial evidence of prior use may affect refund eligibility where permitted by applicable law.
Examples may include:
- Significant coffee residue
- Extensive water-system use
- Heavy staining
- Significant scratches
- Missing accessories
- Customer-caused damage
- Unauthorized modification
This does not affect legitimate claims involving defects or shipping damage.
4. Refunds for Damaged Products
If a VELMORA coffee machine, coffee cup, or related product arrives damaged, please contact:
as soon as reasonably possible.
Please provide:
- Order number
- Product name or model
- Description of the damage
- Clear photographs of the product
- Photographs of the shipping package
- Photograph of the shipping label where available
- Video where reasonably necessary
Please keep the damaged product and packaging until the claim has been reviewed.
After verification, an appropriate remedy may include:
- Full refund
- Partial refund
- Replacement
- Reshipment
depending on the circumstances.
5. Refunds for Defective Products
If you believe a product has a manufacturing defect, contact:
Please include:
- Order number
- Product model
- Description of the problem
- Photographs
- Video where useful
- Information about when the issue first occurred
We may first provide reasonable troubleshooting assistance where appropriate.
If a defect is verified, available remedies may include:
- Replacement
- Replacement component
- Partial refund
- Full refund
Warranty-related matters may also be handled under our Product Warranty.
6. Incorrect Products
If VELMORA sends a product that is materially different from what you ordered, please contact customer service.
After verification, we may provide:
- Correct-item reshipment
- Replacement
- Full refund
- Another appropriate resolution
Where a verified fulfillment error is attributable to us, customers will not normally be required to bear reasonable return costs associated with correcting that error.
7. Missing Items or Components
If your order arrives with an item or essential component missing, please contact:
Provide your order number and details of what is missing.
We may review:
- Fulfillment records
- Shipment information
- Package contents
- Photographs supplied by the customer
Depending on the circumstances, we may provide:
- Missing component reshipment
- Replacement
- Partial refund
- Full refund
8. Lost Shipments
A shipment is not considered lost solely because tracking has temporarily stopped updating.
If the carrier or logistics provider confirms that an eligible shipment has been lost in transit, we may offer:
- Reshipment, or
- Refund
depending on product availability and the circumstances.
9. Order Cancellation Refunds
If you request cancellation before the order has entered fulfillment or shipped, we will make reasonable efforts to cancel the order.
If cancellation is successfully completed after payment has already been captured, the applicable amount will generally be refunded to the original payment method.
Once an order has entered fulfillment or shipped, cancellation may no longer be possible.
In that case, you may need to follow our return procedure after delivery.
10. How to Request a Refund
For refund assistance, contact:
Please include:
- Full name
- Order number
- Email address used for the order
- Product name or model
- Reason for the refund request
- Supporting photographs or video where relevant
We may request additional reasonable information where necessary to verify the claim.
11. Return Required Before Refund
For standard change-of-mind returns, the product generally must be returned and received before a refund is approved.
The authorized return address is located in:
China
and is the same as our registered business address:
Shanxi Xiangyi Network Technology Co., Ltd.
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
You must contact:
before sending any return.
In certain verified cases involving damaged, defective, missing, or incorrect products, we may determine that physical return of the product is not necessary.
12. Refund Inspection and Approval
Where a product is returned, we may inspect it before approving a refund.
Inspection may include reviewing:
- Product identity
- Product model
- Product condition
- Accessories
- Components
- Packaging
- Signs of use
- Reported damage or defect
- Consistency with the approved return request
We may contact you if additional information is required.
13. Refund Processing Time
Once an eligible refund has been approved, we aim to process it within:
5 business days
For returned products, this generally means after the returned item has been:
- Received,
- Inspected, and
- Approved.
Refund processing time is separate from the time your bank or payment provider may require to post the funds.
14. Bank or Payment Provider Processing Time
After VELMORA submits an approved refund, your financial institution may require approximately:
5–10 additional business days
for the refund to appear in your account.
The exact timing depends on:
- Bank
- Card issuer
- Payment provider
- Payment method
- Financial network
VELMORA cannot control the internal processing time of your bank or payment provider after the refund has been successfully submitted.
15. Refund Method
Approved refunds are generally issued to the:
Original payment method used for the purchase.
For security and fraud-prevention reasons, we generally cannot redirect a refund to:
- A different payment card
- An unrelated bank account
- Another person's payment account
unless required by applicable law.
16. Original Shipping Charges
For standard change-of-mind returns, original shipping charges are generally non-refundable, unless otherwise required by applicable law.
If the refund results from a verified:
- Defective product
- Shipping-damaged product
- Incorrect item
- Fulfillment error attributable to VELMORA
we will review whether applicable original shipping charges should also be refunded.
17. Return Shipping Costs
For change-of-mind returns, customers are generally responsible for return shipping costs unless otherwise required by law or agreed by VELMORA.
If the refund results from a verified error attributable to VELMORA, reasonable return shipping costs may be covered or otherwise addressed as part of the resolution.
18. Partial Refunds
Where permitted by law, a partial refund may be issued where appropriate.
Examples may include:
- Part of an order is missing
- Only one component is affected
- The customer agrees to keep a product with a minor verified issue
- A returned product has missing accessories
- A returned product has avoidable customer-caused deterioration
- Only part of the original purchase qualifies for refund
The amount of any partial refund will depend on the specific circumstances.
19. Non-Refundable Items
The following categories are generally non-refundable for standard change-of-mind requests:
Gift Cards
Gift cards are generally non-refundable except where required by applicable law.
Customized or Personalized Products
Products that are:
- Personalized
- Engraved
- Custom-made
- Produced to individual specifications
- Specially modified at the customer's request
are generally not eligible for standard change-of-mind refunds.
However, a customized or personalized product that arrives damaged, defective, incorrect, or materially different from the approved order may still qualify for an appropriate remedy.
20. Promotional Discounts
If a refunded product was purchased using a promotional discount, the refund will generally be based on the amount actually paid for that product.
Promotional value that was not actually paid by the customer is not normally refunded as cash.
If returning part of a promotional bundle or multi-item offer changes eligibility for the promotion, the refund amount may be adjusted where permitted by law and consistent with the terms of the promotion.
21. Taxes
Where applicable, refundable taxes associated with an approved refund will generally be handled in accordance with applicable tax requirements and the original transaction.
22. Duplicate Charges
If you believe you were charged more than once for the same order, contact:
Please provide:
- Order number
- Transaction date
- Amount
- Relevant payment information excluding full card credentials
We will review our transaction records.
Some payment providers may display temporary authorization holds that are not final duplicate charges.
23. Pending Payment Authorizations
A pending authorization is not always the same as a completed payment.
Banks or payment providers may temporarily place an authorization hold during checkout.
If an order is not completed, the hold may be released automatically according to the financial institution's own timeline.
VELMORA does not control how quickly a bank releases a temporary authorization.
24. Refunds to Expired or Replaced Cards
If the original card has expired or been replaced, refunds are still generally submitted to the original payment transaction.
Your bank or card issuer will normally route the funds according to its internal procedures.
If you experience difficulty, contact your financial institution first and then contact us if additional transaction confirmation is required.
25. Refused Deliveries
Refusing a package does not automatically guarantee a full refund.
Orders returned due to:
- Refused delivery
- Incorrect address
- Incomplete address
- Failed delivery attempts
will be reviewed according to the circumstances.
Applicable shipping or return costs may be deducted where permitted by law.
26. Unclaimed or Undeliverable Orders
If a package is returned to us because it could not be delivered, we will review:
- Delivery records
- Address information
- Carrier status
- Reason for return
The available refund may depend on whether the delivery issue resulted from:
- Carrier error
- VELMORA error
- Incorrect customer-provided information
- Refused delivery
- Another cause
27. Refund Abuse and Fraud
VELMORA reserves the right, where permitted by applicable law, to investigate suspicious refund activity, including:
- False claims
- Altered photographs
- Duplicate refund requests
- Product substitution
- Intentional product damage
- Fraudulent chargebacks
- Other material abuse
Legitimate refund requests will not be denied simply because a customer exercises a lawful consumer right.
28. Chargebacks and Payment Disputes
If you have a problem with an order or refund, we encourage you to contact:
so that we can review the matter.
Nothing in this policy prevents customers from exercising lawful rights to dispute genuinely unauthorized or incorrect transactions with their bank or payment provider.
We may provide relevant order, delivery, communication, and refund records to the applicable payment provider in response to a payment dispute.
29. Refund Confirmation
When an approved refund is processed, we may send confirmation to the email address associated with the order.
Please retain refund confirmation information until the funds appear in your account.
30. Consumer Rights
Nothing in this Refund Policy excludes or limits mandatory consumer rights that cannot legally be waived.
Depending on your location, additional rights may apply regarding:
- Defective goods
- Misdescribed goods
- Unsafe products
- Delivery failures
- Unauthorized transactions
- Refunds
- Replacements
Where applicable mandatory law provides stronger protection than this policy, the mandatory law will apply.
31. Customer Service
For refund-related assistance, please contact:
Customer Service Hours:
Monday to Friday
9:00 AM – 6:00 PM Eastern Time (ET), United States
We aim to respond within:
24 business hours
32. Legal Business Information
Brand Name:
VELMORA
Official Website:
dbmgshop.com
Legal Business Name / Store Operator:
Shanxi Xiangyi Network Technology Co., Ltd.
Responsible Person:
Kang Jinhua (康金花)
Customer Service Email:
service@dbmgshop.com
Telephone:
+86 18348962178
Registered Business Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Authorized Return Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
Return Address Country:
China
The authorized return address and registered business address are the same location.
33. Contact Us
For questions about refunds, cancellations, damaged products, defective products, incorrect orders, or returned products, please contact:
VELMORA
Operated by Shanxi Xiangyi Network Technology Co., Ltd.
Website: dbmgshop.com
Email: service@dbmgshop.com
Telephone: +86 18348962178
Registered Business and Authorized Return Address:
Room 1703, Unit 1, Building 2, Area A
Anyi Residential Community
No. 268 Xingxi Street
Xiguan Subdistrict
Jiexiu City, Jinzhong City
Shanxi Province
China
U.S. Customer Service Hours:
Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET)
Response Time:
Within 24 business hours