Refund policy

Return, Refund and Cancellation Policy

Last updated: September 2, 2026

1. Scope and fulfillment model

This policy applies to products purchased directly from Velupi, operated by Opensoft Innovation LLC. Velupi is the seller and your point of contact for orders, cancellations, returns, refunds and legally required remedies.

We use third-party suppliers, fulfillment warehouses and logistics providers. A product may ship directly from one of these partners, and items in the same order may arrive in separate packages. Using a fulfillment partner does not reduce any consumer right that cannot legally be waived.

Our controlled launch currently accepts customer orders only for delivery in the United States. Canada, Australia, Great Britain, Northern Ireland and European Union markets are not active for customer sales unless checkout expressly offers delivery to the destination.

2. Cancellation requests

United States, Canada and Australia: You may submit a cancellation request within 15 minutes after placing the order. A request is not a confirmed cancellation until we send written confirmation. Orders may be transmitted to a supplier within minutes; the 15-minute period is a request deadline, not a guaranteed processing hold. If supplier processing or shipment has already started, cancellation may no longer be possible. Later requests are considered on a best-effort basis. This does not limit a right relating to non-delivery or material delay that cannot legally be excluded.

Great Britain, Northern Ireland and the European Union: When sales are enabled to these destinations, you may request cancellation before fulfillment and retain any applicable statutory withdrawal rights described below.

3. Change-of-mind returns

United States, Canada and Australia: We do not offer voluntary returns solely because you changed your mind, ordered the wrong item or size, found the item cheaper elsewhere, no longer need it, or do not like it. This restriction does not apply to a product that is faulty, damaged, unsafe, incorrect, materially misdescribed or not delivered, and it does not exclude any right that cannot legally be waived.

4. Statutory withdrawal for Great Britain, Northern Ireland and the European Union

When a statutory right of withdrawal applies, you may notify us within 14 days after delivery without giving a reason. If one order is delivered in separate packages, the period begins after delivery of the last applicable item. You then have a further 14 days to send the goods back.

You may notify us by email or use the model form at the end of this policy. Using the form or obtaining an RMA is not a condition for preserving a statutory right when your notice otherwise clearly communicates your decision to withdraw.

• You are responsible for the direct cost of a change-of-mind return where this was disclosed before purchase and applicable law permits it.
• We refund the product price and the cost of our least expensive standard outbound delivery option. Extra amounts paid for express or premium delivery are not refunded where applicable law permits.
• We may withhold the refund until we receive the goods or you provide acceptable evidence of shipment where the law permits.
• We may make a legally permitted deduction for diminished value caused by handling beyond what is necessary to establish the product's nature, characteristics and functioning.
• No cancellation or restocking fee is charged for exercising a valid statutory withdrawal right.

If a product cannot normally be returned by post, the estimated direct return cost must be disclosed before purchase. If it was not properly disclosed, we bear the return cost where required by law.

5. Faulty, damaged, unsafe, incorrect or misdescribed products

Contact us as soon as reasonably possible if a product is faulty, damaged, unsafe, incorrect or materially different from its description. For visible transit damage, contacting us within 48 hours helps preserve evidence, but this request does not shorten or remove any statutory right.

We may reasonably request the order number, a description of the issue, clear photographs or video where appropriate, photographs of packaging and the shipping label for transit damage or an incorrect item, and other information reasonably needed to assess the claim.

Depending on applicable law and the problem, the remedy may be repair, replacement, price reduction or refund. Where a return is required for a valid claim, we provide a return label, arrange collection, or reimburse reasonable return costs as required by law. You are not required to resolve a claim directly with the supplier when Velupi is legally responsible.

6. Authorized return destination

Do not send a product to the sender address shown on the parcel unless we confirm that address in writing for your return. It may be a carrier hub, outbound-only warehouse or supplier facility that does not accept returns.

After a valid request or withdrawal notice, we provide order-specific return instructions and, where applicable, a return label. The authorized destination may be the original fulfillment warehouse, a supplier-authorized return center, a third-party returns provider or another facility authorized by Velupi. An RMA helps identify the parcel but is not used to invalidate a non-waivable statutory right.

7. Return condition and packaging

Return the correct product with all components, accessories and manuals supplied. Use the original packaging where reasonably possible, but original packaging is not an absolute requirement for a valid faulty-product claim or where applicable law provides otherwise. Use adequate protective packaging and retain proof of shipment.

8. Products that may be excluded from statutory change-of-mind withdrawal

To the extent permitted by applicable law, statutory change-of-mind withdrawal may not apply to personalized goods, rapidly perishable goods, sealed goods unsuitable for return for health or hygiene reasons after unsealing, unsealed audio, video or software products, or other products expressly excluded by law. An exclusion does not remove rights relating to a faulty, unsafe, incorrect or misdescribed product.

9. Returnless resolution

We may, at our discretion, issue a replacement, price adjustment or refund without requiring a return when that is a reasonable resolution. This may apply where return transport is disproportionate to product value, a damaged item cannot be transported safely, or an authorized partner does not require it back. It is assessed case by case and does not create a general right to keep a product and receive a refund.

10. Refund method and timing

Approved refunds are issued to the original payment method unless you expressly agree to another lawful method. We process refunds without undue delay and within the deadline required by the law applicable to your order. After we issue a refund, your bank or payment provider may require additional processing time.

We refund taxes, duties and fees that we collected when required by law. Amounts paid directly to a customs authority, carrier or another third party were not received by us; recovery may need to be requested from that party, subject to applicable law.

11. Missing, delayed or undelivered orders

Contact us if an order has not arrived by the promised or updated delivery date. We may review tracking, delivery scans, the shipping address, carrier evidence and supplier records. If the order is lost, delivered incorrectly through our or the carrier's error, cannot be shipped, or must otherwise be refunded, Velupi provides the replacement or refund required by applicable law.

12. Incorrect address, refused delivery and uncollected parcels

You are responsible for providing a complete and accurate delivery address. Contact us immediately if you identify an error; we cannot guarantee a change after processing starts. Where law permits, actual non-refundable carrier or reshipment costs caused solely by an incorrect customer-provided address, unjustified refusal or failure to collect may affect a discretionary refund. This does not apply when the failure was caused by us, our supplier or carrier and does not reduce a non-waivable right.

13. Fraud and abuse

We may investigate or reject claims involving an item not purchased from us, fabricated evidence, duplicate recovery, deliberate damage, misuse or substitution. This section is not used to deny a legitimate statutory claim.

14. Regional consumer rights

• United States: No general voluntary change-of-mind return is offered. Applicable state warranty, disclosure and other non-waivable rights remain unaffected.
• Canada: No general voluntary change-of-mind return is offered when this Draft market is activated. Applicable federal, provincial and territorial protections remain unaffected.
• Australia: No voluntary change-of-mind return is offered when this Draft market is activated. Nothing in this policy excludes, restricts or modifies rights under the Australian Consumer Law.
• Great Britain: Applicable distance-selling cancellation and Consumer Rights Act protections remain unaffected.
• Northern Ireland: Applicable distance-selling cancellation and Northern Ireland consumer protections remain unaffected.
• European Union: The 14-day withdrawal right, legal guarantee and national consumer protections remain unaffected. National law may provide additional protection.

If this policy conflicts with a non-waivable consumer right, that right controls.

15. Contact us

Velupi / Opensoft Innovation LLC
Primary email: velupistore@opensoft.eu.com
Business support telephone: +1 858 209 3087
Legal business address: 131 Continental Dr, Suite 305, Newark, DE 19713, United States

Email is our primary written support channel. The legal business address and telephone number are not automatically a return destination. We provide the authorized return destination for the specific order.

Model withdrawal form — Great Britain, Northern Ireland and European Union

Complete and send this form only if you wish to use it. You may instead send another clear statement that you are withdrawing.

To: Velupi / Opensoft Innovation LLC, velupistore@opensoft.eu.com, 131 Continental Dr, Suite 305, Newark, DE 19713, United States

I/We give notice that I/We withdraw from the contract of sale for the following goods: ____________________
Order number: ____________________
Ordered on: ____ / ____ / ________
Received on: ____ / ____ / ________
Consumer name: ____________________
Consumer address: ____________________
Date: ____ / ____ / ________
Signature (only if submitted on paper): ____________________