Customer Dispute Resolution
At [velwar], we are committed to resolving customer concerns fairly, transparently, and as quickly as possible.
If you experience an issue with an order, payment, product, delivery, refund, or any other aspect of your purchase, please contact us before initiating a payment dispute or chargeback. We will make every reasonable effort to resolve the matter directly with you.
How to Contact Us
Email: [support@velwar.com]
Business name: [Wuhan Xinkaitong Network Technology Co., Ltd.]
Website: [https://velwar.com/]
Business address: [Unit 06, 7th Floor, Building 1, Phase II, Industrial Project at No. 2 Huanglongshan South Road, Fozuling Subdistrict, Wuhan East Lake High-tech Development Zone (Optics Valley Optoelectronic Information Industry Innovation and Entrepreneurship Base) (Wuhan Area of the Pilot Free Trade Zone)]
We normally acknowledge customer inquiries within [24–48] business hours.
Information to Include
To help us investigate your case, please provide:
- Your full name
- Order number
- Email address used for the order
- A clear description of the issue
- Relevant photos, videos, screenshots, or delivery information
- Your preferred resolution
Issues We Can Help Resolve
Customers may contact us regarding:
- Orders that have not arrived
- Delayed shipments
- Incorrect or incomplete orders
- Damaged or defective products
- Products that differ materially from their description
- Cancellation requests
- Return or refund requests
- Duplicate or unrecognized charges
- Other order-related concerns
Our Resolution Process
After receiving a complaint, we will:
- Confirm receipt of the complaint.
- Review the order, payment, tracking, and communication records.
- Request additional information when necessary.
- Explain the available resolution options.
- Provide a final response as soon as reasonably possible.
Depending on the circumstances and our published policies, possible resolutions may include:
- Replacement of the product
- Reshipment of the order
- Partial refund
- Full refund
- Order cancellation
- Store credit, where accepted by the customer
- Additional delivery assistance
All resolutions are considered based on the specific facts of the case and the terms displayed on our website at the time of purchase.
Returns and Refunds
Our complete return and refund terms are available here:
[https://velwar.com/pages/return-policy]
Our shipping terms are available here:
[https://velwar.com/pages/shipping-policy]
Our terms of service are available here:
[https://velwar.com/pages/term-of-service]
Payment Disputes and Chargebacks
We encourage customers to contact us before filing a dispute with their bank or payment provider. Direct communication often allows the issue to be resolved more quickly.
If a payment dispute has already been opened, we will cooperate with the customer, the payment provider, and any relevant financial institution. We may provide order confirmations, tracking information, refund records, customer communications, and other relevant transaction records.
We will never ask a customer to withdraw a legitimate dispute without first addressing the underlying issue.
Fair Treatment
We review every complaint individually and do not discriminate against customers who raise concerns or exercise their legal consumer rights.
This process does not limit any rights available to customers under applicable consumer protection laws.