Refund Policy

Refund Policy

Last updated: August 17, 2026

At Volara, customer satisfaction is important to us. We aim to provide a clear and transparent return and refund process for all eligible orders.

This Refund Policy applies to purchases made through www.volara-shop.com.

1. Return Eligibility

Customers may request a return within 14 days of receiving their order.

To qualify for a return, the following conditions must be met:

  • The item must be unused and unworn.

  • The item must be returned in its original condition.

  • All original packaging, boxes, pouches, cards and accessories must be included where applicable.

  • The product must not show signs of wear, scratches, damage or alterations.

  • Proof of purchase must be provided.

Returns that do not meet these requirements may not qualify for a full refund.

2. Items That Cannot Be Returned

Certain products cannot be returned due to customization, hygiene, or resale restrictions.

These include, but are not limited to:

  • Personalized or engraved jewelry.

  • Custom-made products.

  • Gift cards.

  • Products purchased as final sale.

  • Items showing visible signs of wear.

  • Items damaged after delivery due to customer handling or misuse.

  • Products returned in a condition that prevents resale.

Nothing in this section limits any mandatory consumer rights that apply under applicable law.

3. Return Request

Before returning any item, customers must contact our customer support team.

Please include:

  • Your order number.

  • Your full name.

  • The email address used for your purchase.

  • A brief explanation for the return request.

  • Photographs where relevant.

Once your return request has been reviewed, our support team will provide the appropriate return instructions.

Please do not send a return before contacting us, as unauthorized returns may experience processing delays.

4. Return Address

Approved returns should be sent to the following address unless our support team provides different instructions:

Recipient: Li Ronghua

Address:
Dingshengyuan Logistics, 1st Floor, No. 22, West Side of Tongfuyu Industrial Zone
Gankeng Community, Jihua Subdistrict, Longgang District
Shenzhen, Guangdong Province
China

Phone: +86 158 1552 7671

Chinese Address for Shipping Reference:

收货人：李荣华
收货地址：广东省深圳市龙岗区吉华街道甘坑社区同富裕工业区西侧22号一楼鼎晟源物流
手机：15815527671

Customers are responsible for ensuring that the return parcel is correctly addressed.

5. Return Shipping Costs

If the return is caused by the customer, including a change of mind, ordering the wrong item, or another customer-related reason, the customer is responsible for the return shipping cost.

The exact return shipping fee depends on the shipping carrier and service selected by the customer.

We strongly recommend using a tracked shipping service.

Volara cannot accept responsibility for returned parcels that are lost or damaged during return transit before they are successfully delivered to the designated return address.

If the return is required because the item received is damaged, defective, or incorrect due to an error on our part, the customer will not be required to bear the return shipping cost for that reason.

6. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery.

Please include:

  • Your order number.

  • Clear photographs of the item.

  • Photographs of the shipping packaging.

  • A description of the issue.

After reviewing the request, we will determine the appropriate resolution.

Depending on the circumstances, this may include:

  • A replacement.

  • A partial refund.

  • A full refund.

Where the issue is caused by us, the customer will not be responsible for return shipping costs associated with the approved return.

7. Inspection of Returned Items

All returned items are inspected after arrival.

If a returned item is found to be:

  • Used.

  • Worn.

  • Damaged.

  • Missing components or accessories.

  • Altered.

  • Returned in a condition that significantly reduces its resale value.

we reserve the right, where permitted by applicable law, to refuse the refund or issue a partial refund reflecting the actual reduction in value.

8. Refund Method and Processing Time

Once a return has been received, inspected, and approved, the refund will be issued to the original payment method used for the purchase.

Approved refunds are processed by us within 5 business days after approval.

After the refund has been processed, please allow up to 10 business days for the funds to appear in your account, depending on your bank, card issuer, or payment provider.

If more than 10 business days have passed after we have confirmed that your refund has been processed, please contact us at support@volara-shop.com.

9. Exchanges

We currently do not offer direct exchanges.

If you would like a different product, style, color, or variation, please return the original item if eligible and place a new order.

10. Order Processing and Cancellation

Our standard order processing time is 1–3 business days.

Customers may request cancellation within 24 hours after placing the order, provided the order has not yet been shipped.

To request a cancellation, please contact us at support@volara-shop.com within the cancellation period and include your order number.

If a cancellation request is received within 24 hours and the order has not yet been shipped, the order may be cancelled and refunded.

Once an order has been shipped, it can no longer be cancelled.

After delivery, customers may request a return in accordance with this Refund Policy.

11. Refused Deliveries and Undeliverable Orders

If a shipment is:

  • Refused by the customer.

  • Left unclaimed.

  • Returned because of incorrect or incomplete shipping information provided by the customer.

  • Otherwise undeliverable due to customer-related circumstances.

the package may be returned to our fulfillment or return facility.

Where permitted by applicable law, reasonable shipping, return shipping, carrier, or handling costs actually incurred as a result may be deducted from any applicable refund.

Any remaining eligible refund will be processed after the returned parcel has been received and reviewed.

12. Lost Packages

If your tracking information indicates that your package may have been lost during transit, please contact our customer support team.

We may work with the shipping carrier to investigate the shipment before issuing a replacement or refund where appropriate.

Customers may be asked to provide additional information during the investigation.

13. Lost Return Shipments

Customers remain responsible for ensuring that their return shipment reaches the designated return address.

If a return shipment is lost during transit and no proof of delivery can be provided, we may be unable to issue a refund.

For this reason, we strongly recommend using a tracked shipping method.

14. Promotional Purchases

If an order qualified for a promotional discount, bundle offer, or complimentary item, any applicable refund may be adjusted if the return means the original promotional conditions are no longer satisfied.

Where applicable, promotional gifts may also need to be returned in unused condition.

15. Chargebacks and Payment Disputes

We encourage customers to contact our customer support team before initiating a payment dispute or chargeback.

Many order, delivery, return, or refund concerns can be resolved more quickly through our customer support process.

Where a payment dispute is opened, we may provide relevant order, shipment, delivery, communication, and refund documentation to the applicable payment provider.

16. Fraud Prevention

To protect our customers and our business from fraudulent activity, we reserve the right to request additional information before processing a refund in situations involving:

  • Suspected fraud.

  • Unusual purchasing activity.

  • Identity verification concerns.

  • Payment authorization concerns.

  • Repeated refund or dispute activity.

Any verification request will be limited to information reasonably necessary to review the transaction.

17. Statutory Consumer Rights

Nothing in this Refund Policy limits or excludes any mandatory consumer rights available under applicable law.

Where local consumer protection laws provide greater rights than those described in this policy, those mandatory rights will prevail.

18. Contact Us

If you have any questions regarding returns, cancellations, or refunds, please contact us:

Lumor Limited

Flat 2304, 23/F Ho King Commercial Centre
2–16 Fa Yuen Street
Hong Kong

Email: support@volara-shop.com

Customer Support Hours:

Monday – Friday: 8:00 AM – 8:00 PM

Saturday – Sunday: 8:00 AM – 6:00 PM