Return Policy
Last Updated: September 1, 2026
This Returns & 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.
We want our customers to feel confident when purchasing VELMORA coffee machines, coffee cups, and related coffee accessories. If you are not satisfied with an eligible purchase, you may request a return in accordance with the terms below.
Nothing in this policy is intended to limit any mandatory consumer rights available under applicable law.
1. 180-Day Return Period
VELMORA offers a 180-day return period for eligible products.
The 180-day period begins on the date the product is delivered to you, as shown by the applicable carrier's delivery record.
Your return request must therefore be submitted within:
180 calendar days from the date of delivery.
The return period does not begin on the order date or shipping date.
Requests submitted after the 180-day period may not be accepted unless otherwise required by applicable law.
2. Products Eligible for Return
For a standard return, the product should generally:
- Have been purchased directly from dbmgshop.com
- Have a return request submitted within 180 days of delivery
- Be in substantially the same condition in which it was received
- Be free from avoidable customer-caused damage
- Include the original components and accessories
- Include manuals and product inserts where applicable
- Include original packaging where reasonably possible
- Be accompanied by valid proof of purchase
For change-of-mind returns, the product should generally be unused, clean, and suitable for resale.
Different standards may apply when a product is defective, damaged during shipping, incorrectly supplied, or missing components.
3. How to Request a Return
Before sending any product back, you must first contact our customer service team.
Return Contact Email:
service@dbmgshop.com
Please provide:
- Your full name
- Order number
- Email address used for the order
- Product name or model
- Reason for the return
- Description of the issue
- Photographs or video where relevant
Our customer service team will review the request and provide applicable return instructions.
Do not ship a return before contacting us and receiving return instructions.
Unauthorized returns may experience delays and may not be accepted where permitted by applicable law.
4. Return Address
Our authorized return address is located in China.
The authorized return address is the same address as the registered business address of Shanxi Xiangyi Network Technology Co., Ltd.
Unless our customer service team provides different written instructions for a specific approved return, the return address is:
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
Country of Return Address: China
For clarity:
Registered Business Address: Same as above
Authorized Return Address: Same as above
There is currently no separate return warehouse address listed under this policy.
Please contact service@dbmgshop.com before sending any product to this address.
5. Change-of-Mind Returns
If you change your mind about an eligible purchase, you may request a return within the 180-day return period.
For a standard change-of-mind return, we generally expect the product to be:
- Unused
- Clean
- Undamaged
- Complete
- In substantially original condition
- Returned with accessories
- Returned with original packaging where reasonably possible
A coffee machine that has been substantially used may not qualify for a standard change-of-mind return.
Signs of substantial use may include:
- Coffee residue
- Significant water-system use
- Heavy staining
- Significant scratches
- Missing accessories
- Customer-caused damage
- Improper cleaning damage
This does not affect claims involving genuine defects or shipping damage.
6. Return Shipping Costs
For returns based solely on:
- Change of mind
- Personal preference
- Ordering the wrong product
- No longer wanting the product
the customer is generally responsible for return shipping costs, unless otherwise required by applicable law or agreed by VELMORA in writing.
Because the return address is located in China, customers should consider international return shipping costs before sending a return.
We strongly recommend using a trackable shipping method and keeping the shipping receipt until the return has been completed.
If the return results from a verified:
- Defective product
- Incorrect product sent by VELMORA
- Product damaged during shipping
- Missing or materially incomplete order
- Fulfillment error attributable to VELMORA
we will review the circumstances and provide an appropriate resolution, which may include reasonable return shipping assistance, replacement, reshipment, or refund.
7. Damaged Products
If your product arrives damaged during transportation, please contact us as soon as reasonably possible at:
Please provide:
- Order number
- Product name or model
- Description of the damage
- Clear photographs of the damaged product
- Photographs of the outer shipping carton
- Photographs of internal packaging where relevant
- Photograph of the shipping label
- Video where reasonably necessary
Please keep the product and original packaging until the claim has been reviewed.
After verification, we may provide an appropriate remedy such as:
- Replacement
- Reshipment
- Partial refund
- Full refund
depending on the circumstances.
8. Safety Notice for Damaged Coffee Machines
If a coffee machine arrives with visible damage that may affect electrical, heating, pressure, water-handling, or mechanical safety, please do not operate it.
Examples may include:
- Cracked housing
- Broken water tank
- Exposed electrical components
- Damaged power cord
- Severe deformation
- Significant leakage
- Loose internal components
Contact us at:
before using the machine.
9. Defective Products
If you believe your product has a manufacturing defect, please contact us and provide:
- Order number
- Product model
- Description of the defect
- Clear photographs
- Video where useful
- Date the issue was first noticed
After review, possible remedies may include:
- Troubleshooting assistance
- Replacement
- Replacement component where applicable
- Partial refund
- Full refund
Warranty-related defects may also be handled under our separate Product Warranty terms.
10. Incorrect Products
If you receive a product different from what you ordered, contact:
Please provide:
- Order number
- Product ordered
- Product received
- Clear photographs of the item received
- Shipping-label photograph where requested
Once verified, we may arrange:
- Correct-item reshipment
- Replacement
- Refund
- Another appropriate resolution
Customers will not normally be required to bear reasonable return costs resulting from a verified fulfillment error attributable to VELMORA.
11. Missing Items or Components
If your order arrives with a product, accessory, or component missing, please contact us with:
- Order number
- Product model
- Name of the missing item or component
- Photographs of the package contents where helpful
We will review available order, fulfillment, and shipping records before determining the appropriate resolution.
12. Non-Returnable Items
The following categories are generally not eligible for standard change-of-mind returns:
Gift Cards
Gift cards are non-returnable and non-refundable except where required by applicable law.
Customized or Personalized Products
Products that are:
- Custom-made
- Personalized
- Engraved
- Manufactured to individual specifications
- Specially modified at the customer's request
are generally not eligible for change-of-mind returns.
However, customized or personalized products may still qualify for an appropriate remedy if they arrive:
- Damaged
- Defective
- Incorrect
- Materially different from the approved order
13. Products That May Not Qualify for a Standard Return
Where permitted by law, a standard return may be declined or a refund may be reduced where a product has been materially affected by:
- Customer-caused damage
- Misuse
- Improper cleaning
- Unauthorized modification
- Severe staining
- Missing major components
- Missing accessories
- Significant wear
- Physical damage occurring after delivery
This does not prevent legitimate defect or warranty claims.
14. Original Packaging and Accessories
Where reasonably possible, please retain:
- Product box
- Protective foam
- Water tanks
- Drip trays
- Filters
- Power accessories
- Manuals
- Included tools
- Other supplied components
Original packaging is particularly helpful for safely returning larger coffee machines.
Missing packaging alone will not necessarily make a return ineligible, but missing product components or inadequate return packaging may affect the available refund where permitted by law.
15. Preparing a Coffee Machine for Return
Before returning a coffee machine, please:
- Turn the machine off
- Disconnect it from power
- Empty the water reservoir
- Remove remaining coffee beans or grounds where applicable
- Empty removable trays and containers
- Allow the machine to dry
- Secure removable components
- Pack the machine carefully
Do not return a coffee machine containing standing water, coffee grounds, or loose accessories where reasonably avoidable.
16. Return Inspection
Once an approved return reaches our authorized return address, we may inspect it before issuing a refund.
Inspection may include:
- Confirming product identity
- Confirming product model
- Reviewing product condition
- Checking included accessories
- Reviewing signs of use
- Reviewing reported damage or defects
- Confirming the return matches the approved request
17. Refund Processing Time
Once an eligible return has been:
- Delivered to the authorized return address,
- Inspected, and
- Approved,
we aim to process the refund within:
5 business days
We may send a confirmation after the refund has been initiated.
18. Time for Refund to Appear
After VELMORA submits the refund, your bank, card issuer, or payment provider may require additional time to post the funds.
This may commonly take approximately:
5–10 business days
after we issue the refund.
This additional processing period is controlled by the financial institution or payment provider and is outside our direct control.
19. Refund Method
Approved refunds will generally be issued to the:
Original payment method used for the purchase
For security and fraud-prevention reasons, we generally cannot send refunds to:
- A different credit card
- An unrelated bank account
- Another person's payment account
unless otherwise required by applicable law.
20. Original Shipping Charges
For standard change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by law.
If the return results from a verified:
- Defective product
- Shipping-damaged product
- Incorrect item
- Fulfillment error
we will review whether applicable original shipping charges should also be refunded.
21. Partial Refunds
Where permitted by applicable law, a partial refund may be appropriate if a returned product has:
- Missing accessories
- Missing components
- Significant avoidable damage
- Material customer-caused deterioration
- Condition materially different from when it was delivered
Any deduction will be considered based on the actual circumstances.
22. Exchanges
If you want to exchange an eligible product, contact:
Depending on product availability, we may offer:
- Direct replacement
- Exchange
- Refund followed by a new order
- Another reasonable resolution
Exchange availability is not guaranteed.
23. Order Cancellations
If you wish to cancel an order before shipment, contact us as soon as possible:
We will make reasonable efforts to accommodate eligible cancellation requests.
Once an order has entered fulfillment or has shipped, cancellation may no longer be possible.
You may then need to wait for delivery and use the applicable return procedure.
24. Refused Deliveries
Refusing a package does not automatically create an approved return.
If you wish to return an order, please contact customer service first.
Packages returned because of:
- Refused delivery
- Incorrect customer-provided address
- Incomplete address
- Repeated unsuccessful delivery attempts
will be reviewed according to the circumstances.
Additional shipping costs may apply where permitted by law.
25. Lost Return Shipments
For customer-arranged returns, we recommend using a shipping service with tracking.
Please retain:
- Return tracking number
- Shipping receipt
- Carrier documentation
until your refund has been completed.
If a return package is lost before it reaches our authorized return address, we may be unable to complete the refund unless sufficient evidence is available.
26. Fraudulent or Abusive Return Activity
We reserve the right to investigate return activity reasonably suspected of involving:
- False claims
- Product substitution
- Intentional damage
- Altered evidence
- Duplicate refund attempts
- Fraud
- Other material abuse of the return process
Nothing in this section limits legitimate consumer rights.
27. Consumer Rights
Nothing in this Returns & Refund Policy is intended to exclude, waive, or restrict mandatory consumer rights that apply to you.
Depending on your location, you may have additional legal rights regarding:
- Defective products
- Misdescribed goods
- Unsafe products
- Refunds
- Replacements
- Unauthorized transactions
Where mandatory law provides stronger consumer rights than this policy, those rights will apply.
28. Customer Service
For questions about:
- Returns
- Refunds
- Damaged products
- Defective coffee machines
- Incorrect orders
- Missing components
- Exchanges
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
29. 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
30. Contact Us
For questions regarding this Returns & Refund Policy, 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
Customer Service Hours:
Monday to Friday, 9:00 AM – 6:00 PM Eastern Time (ET), United States
Response Time:
Within 24 business hours