Terms of service

Effective Date: June 24, 2025

These Terms of Service ("Terms") govern your use of shopvelena.com operated by Thrive Street Limited, operating under the name Velena ("we," "us," or "our").

Acceptance of Terms

By accessing and using our website, creating an account, or making a purchase, you accept and agree to be bound by these Terms. If you do not agree to these Terms, you should not use our website or services.

About Our Products and Services

Product Descriptions

We strive to provide accurate descriptions of our wellness and beauty products, including red light therapy devices and skincare items. However, we do not warrant that product descriptions, images, or other content are accurate, complete, reliable, current, or error-free.

Pricing and Availability

  • All prices are listed in the currency specified on the website and are subject to change without notice
  • Product availability is subject to change and inventory limitations
  • We reserve the right to limit quantities, discontinue products, or refuse orders
  • Promotional offers and discounts may have specific terms and expiration dates

Product Information Accuracy

While we make every effort to ensure accuracy, occasional errors in pricing, product information, or availability may occur. We reserve the right to correct any errors and cancel orders placed based on incorrect information.

Account Terms

Account Creation

  • You must provide accurate and complete information when creating an account
  • You are responsible for maintaining the confidentiality of your account credentials
  • You must notify us immediately of any unauthorized use of your account
  • You must be at least 18 years old to create an account and make purchases

Account Responsibilities

  • You are responsible for all activities under your account
  • We may suspend or terminate accounts for violations of these Terms
  • You may close your account at any time by contacting customer service

Ordering and Payment

Order Process

  • Your receipt of an order confirmation does not signify our acceptance of your order
  • We reserve the right to accept, decline, or cancel any order for any reason
  • Orders are subject to product availability and verification of payment information

Payment Terms

  • Payment is due at the time of ordering
  • We accept various payment methods processed through secure payment processors including Airwallex
  • You authorize us to charge your chosen payment method for the total amount of your order, including product costs, taxes, shipping, and handling fees
  • All transactions are processed in the currency displayed at checkout

Billing and Charges

  • You are responsible for all charges incurred under your account
  • We may pre-authorize payment methods to verify validity
  • Failed payments may result in order cancellation or account suspension

Health and Safety Information

Medical Device Disclaimers

  • Our red light therapy products and wellness devices are not intended to diagnose, treat, cure, or prevent any disease
  • These products have not been evaluated by the FDA or other regulatory agencies
  • Consult with a healthcare professional before using any wellness devices, especially if you have medical conditions or are pregnant
  • Individual results may vary and are not guaranteed

Skincare Product Information

  • Skincare products may cause allergic reactions in some individuals
  • We recommend performing a patch test before full use of any skincare product
  • Discontinue use immediately if irritation, redness, or adverse reactions occur
  • Results may vary among individuals based on skin type and condition

Age Restrictions

  • Our products are intended for adult use (18 years and older) unless specifically indicated otherwise
  • Keep all products away from children and pets
  • Some products may not be suitable for pregnant or nursing women

Shipping and Delivery

Shipping Policies

  • We ship to addresses provided during the checkout process
  • Shipping costs and estimated delivery times are displayed at checkout
  • Shipping times are estimates only and are not guaranteed
  • We are not responsible for delays caused by shipping carriers, customs, or other factors beyond our control

International Shipping

  • International customers are responsible for customs duties, taxes, and other fees imposed by their country
  • Some products may be restricted or prohibited in certain countries
  • International orders may take longer to process and deliver

Risk of Loss

  • Risk of loss and title for products pass to you upon delivery to the shipping address you provide
  • We recommend purchasing shipping insurance for high-value orders

Returns and Refunds

30-Day Return Policy

  • You may return unused products in original packaging within 30 days of delivery
  • Products must be in new, unused condition with all original tags and packaging
  • Some items may be non-returnable for hygiene reasons (opened skincare products)

Return Process

  1. Contact customer service at support@shopvelena.com within 30 days of delivery
  2. Provide your order number and reason for return
  3. Receive return authorization and detailed return instructions
  4. Package items securely in original packaging
  5. Ship items to our designated returns address at your expense

Refund Terms

  • Refunds are processed within 5-10 business days after we receive and inspect returned items
  • Refunds are issued to the original payment method
  • Original shipping costs are non-refundable unless the return is due to our error
  • Return shipping costs are the customer's responsibility unless the item was defective

Damaged or Defective Items

  • Report damaged or defective items within 7 days of delivery
  • Provide photos of damage or defects when reporting issues
  • We will provide prepaid return labels for damaged or defective items
  • Full refunds or replacements will be provided for confirmed defective items

Intellectual Property Rights

Our Content

All content on shopvelena.com, including but not limited to text, graphics, logos, images, videos, software, and designs, is the property of Thrive Street Limited (operating as Velena) and is protected by copyright, trademark, and other intellectual property laws.

License to Use

We grant you a limited, non-exclusive, non-transferable license to access and use our website for personal, non-commercial purposes in accordance with these Terms.

Prohibited Uses

You may not:

  • Copy, distribute, or reproduce our content without permission
  • Use our trademarks or logos without authorization
  • Create derivative works based on our content
  • Use automated systems to access or scrape our website

User Conduct and Prohibited Activities

You agree not to:

  • Use our website for any unlawful purpose or in violation of applicable laws
  • Impersonate any person or entity or misrepresent your affiliation
  • Upload or transmit viruses, malware, or other harmful code
  • Interfere with the proper functioning of our website
  • Attempt to gain unauthorized access to our systems or user accounts
  • Use our website to spam, harass, or abuse other users
  • Post false, misleading, or defamatory content

Privacy and Data Protection

Your privacy is important to us. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated into these Terms by reference.

Disclaimers and Limitation of Liability

Disclaimer of Warranties

TO THE FULLEST EXTENT PERMITTED BY LAW, OUR WEBSITE AND PRODUCTS ARE PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND, WHETHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

Limitation of Liability

THRIVE STREET LIMITED (OPERATING AS VELENA) SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES, INCLUDING BUT NOT LIMITED TO LOSS OF PROFITS, DATA, OR USE, ARISING FROM YOUR USE OF OUR WEBSITE OR PRODUCTS, EVEN IF WE HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

Maximum Liability

OUR TOTAL LIABILITY TO YOU FOR ANY CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR YOUR USE OF OUR WEBSITE SHALL NOT EXCEED THE AMOUNT YOU PAID TO US IN THE 12 MONTHS PRECEDING THE CLAIM.

Indemnification

You agree to indemnify, defend, and hold harmless Thrive Street Limited, its officers, directors, employees, and agents from any claims, damages, losses, or expenses arising from your use of our website, violation of these Terms, or infringement of any third-party rights.

Governing Law and Dispute Resolution

Governing Law

These Terms are governed by the laws of Hong Kong, without regard to conflict of law principles.

Dispute Resolution

Any disputes arising from these Terms or your use of our website shall be resolved through binding arbitration in Hong Kong, except that we may seek injunctive relief in any court of competent jurisdiction.

Changes to Terms

We reserve the right to modify these Terms at any time. We will notify you of significant changes by:

  • Posting the updated Terms on our website
  • Sending email notifications for material changes
  • Updating the "Effective Date" at the top of these Terms

Your continued use of our website after changes take effect constitutes acceptance of the updated Terms.

Termination

We may terminate or suspend your access to our website and services at any time, with or without cause or notice, for violations of these Terms or for any other reason.

Severability

If any provision of these Terms is found to be unenforceable or invalid, the remaining provisions shall remain in full force and effect.

Contact Information

For questions about these Terms or our services, please contact us at:

Email: support@shopvelena.com
Mail: Thrive Street Limited (Velena)
RM 205, UNIT C, 2/F., KWONG ON BANK MONGKOK BRANCH BLDG,
728-730 NATHAN RD, MONG KOK
HONG KONG