Last Updated: June 15, 2026

VELOFROST supplies professional beauty machines mainly for B2B customers. Return and refund arrangements depend on product type, order status, customization requirements, and confirmed sales terms.

General Policy

Due to the professional nature of beauty equipment, returns are not accepted without prior written approval from VELOFROST.

All return, replacement, or refund requests must be reviewed and confirmed by our team.

Non-Returnable Products

The following products are generally non-returnable:

  • Customized OEM/ODM machines
  • Products with customized logo, color, UI, packaging, or manuals
  • Used or operated machines
  • Products damaged due to misuse, improper installation, or unauthorized repair
  • Products without original packaging or accessories
  • Products returned without written approval

Order Cancellation

Order cancellation must be requested before production or shipment.

For customized products, cancellation may not be possible once design confirmation, material preparation, sample production, or mass production has started.

Any cancellation fee will depend on actual production progress and costs incurred.

Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately with:

  • Order information
  • Product model
  • Photos or videos of the issue
  • Description of the problem
  • Packaging photos if shipping damage occurred

VELOFROST will review the case and provide reasonable support, which may include technical guidance, spare parts, repair support, replacement parts, or other solutions according to the situation.

Refunds

Refunds are not guaranteed and must be approved by VELOFROST in writing.

If a refund is approved, the refund amount, method, and processing time will depend on the order situation, payment method, product condition, and agreed terms.

Shipping fees, bank charges, customization costs, and other incurred costs may be non-refundable.

Return Shipping

If a return is approved, the customer may be responsible for return shipping costs unless otherwise agreed in writing.

Returned products must be properly packed to prevent damage during transportation.

Warranty and After-Sales Support

VELOFROST provides after-sales support according to confirmed cooperation terms, including operation guidance, remote troubleshooting, spare parts assistance, and warranty support where applicable.

Warranty coverage may vary by product model and order agreement.

Contact

For return or after-sales requests, please contact:

Email: info@velofrost.com /

Phone: +852 9051 5905 / +86 139 2618 7168