Last Updated: September 17, 2026
At VELZORIQ, we are committed to providing customers with products that are accurately described and supplied in appropriate condition.
This policy explains how returns, replacements, cancellations, and refunds are handled.
Return Eligibility
VELZORIQ does not provide a fixed unconditional return window for all products.
Return eligibility depends on the condition of the product, the reason for the return, the type of product, and other relevant circumstances.
If you would like to request a return, please contact:
service@velzoriq.com
before sending any product back.
Our customer service team will review your request and provide applicable return instructions where the return is approved.
Damaged, Defective, Missing or Incorrect Products
Please inspect your order after delivery.
Contact us if your product:
• Arrives damaged
• Is defective
• Is materially different from the product ordered
• Is the wrong product
• Is missing an item, accessory, or component
Please provide your order number together with photographs, videos, or other reasonable supporting information where appropriate.
Once the issue has been reviewed and verified, we will provide an appropriate resolution.
Depending on the circumstances, the resolution may include:
• Replacement
• Partial refund
• Full refund
• Other reasonable corrective action
Where a physical return is required because the product is verified as defective, damaged, incorrect, or the issue resulted from an error on our part, we will cover or reimburse reasonable return shipping costs where appropriate.
Change-of-Mind or Discretionary Returns
VELZORIQ does not guarantee returns solely because a customer has changed their mind, no longer wants the product, or ordered the wrong product.
We may consider discretionary return requests on a case-by-case basis.
Approval may depend on factors including:
• The condition of the product
• Whether the product has been used or installed
• Whether the original packaging and accessories are available
• The type of product
• The reason for the requested return
• Applicable consumer protection laws
Do not return a product unless our customer service team has confirmed that the return has been approved.
Vehicle Compatibility and Fitment
For products intended for specific vehicles, customers are responsible for reviewing the compatibility and fitment information displayed on the applicable product page before purchasing.
Where vehicle information is requested, customers should provide accurate vehicle make, model, year, and other relevant details.
If an incorrect or incompatible product was supplied despite the customer providing accurate vehicle information and following the applicable product compatibility guidance, please contact us so that we can review the matter.
A return or refund may not be available where a customer ordered a product for an incompatible vehicle despite clear compatibility information being provided before purchase, except where otherwise required by law.
Return Authorization
Return addresses may vary depending on the product, fulfillment location, customer location, and logistics arrangements.
Do not automatically send returns to the LUBE CITY COMPANY business address.
Once a return request has been approved, our customer service team will provide the applicable return address and instructions.
Products returned without authorization or sent to an incorrect address may experience significant processing delays and may not qualify for reimbursement of return shipping costs.
Return Shipping Costs
Where a return results from a verified defect, damage, incorrect product, or error on our part, VELZORIQ will cover or reimburse reasonable return shipping costs where a physical return is required.
For an approved discretionary return that is not caused by an error on our part, the customer may be responsible for return shipping costs unless applicable law requires otherwise.
Refunds
Where a refund is approved, it will normally be issued to the original payment method.
If a returned product must first be received or inspected, the refund will be processed after the applicable review has been completed.
After a refund has been issued by VELZORIQ, the time required for funds to appear in your account depends on your bank, card issuer, or payment provider.
VELZORIQ does not control the internal processing times of financial institutions.
Original shipping charges may be non-refundable for discretionary returns unless applicable law requires otherwise.
Where the issue results from an error on our part, applicable shipping charges will also be considered when resolving the order.
Exchanges and Replacements
Where appropriate, we may provide a replacement rather than a refund for damaged, defective, missing, or incorrect products.
We will explain the available resolution options before completing the claim.
Non-Returnable Products
Certain products may not qualify for discretionary return where permitted by applicable law, including:
• Gift cards
• Products specifically identified as final sale before purchase
• Customized or personalized products
• Products that have been installed, altered, damaged, or materially used after delivery
• Opened or used consumable products where resale is not appropriate
• Products that cannot reasonably be resold for safety, hygiene, or product-integrity reasons
These restrictions do not limit mandatory consumer rights relating to defective, damaged, incorrectly supplied, or materially misdescribed products.
Order Cancellations
If you wish to cancel an order, please contact:
service@velzoriq.com
as soon as possible.
We will make reasonable efforts to cancel orders that have not yet entered fulfillment or been dispatched.
Once an order has entered fulfillment or has been shipped, cancellation may no longer be possible.
Consumer Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit consumer rights that cannot legally be excluded or restricted under applicable law.
Where applicable law provides customers with rights beyond those described in this policy, those mandatory rights will continue to apply.
Contact Us
VELZORIQ
Operated by LUBE CITY COMPANY
Customer Service:
service@velzoriq.com
Business Address:
G/F, 7 Palm Street
Tai Kok Tsui, Kowloon
Hong Kong