Effective Date: May 11, 2026
Thank you for shopping at Velvhome. This Return & Refund Policy outlines the terms and conditions for returns, refunds, and related services, in compliance with U.S. consumer protection laws. By making a purchase, you agree to the terms outlined below.
1. Eligibility for Returns & Refunds
To be eligible for a return or refund, the following conditions must be met:
- For non-defective returns (change of mind, wrong selection), the request must be submitted within 7 calendar days of receiving the order.
- For defective, damaged, or incorrect items (due to our error), the request must be submitted within 14 calendar days of receiving the order.
- Non-defective products must be unused, unwashed, and in their original packaging with all tags and accessories intact (no signs of wear or damage).
- Custom-made or personalized products are non-returnable and non-refundable.
- Products damaged due to customer use, mishandling, or improper care are not eligible for return or refund, even within the 14-day period for defective items.
2. Non-Returnable Items
The following items cannot be returned or refunded under any circumstances:
- Custom-made or personalized products.
- Products that have been used, washed, damaged, or altered by the customer.
- Products without original packaging, tags, or accessories (for non-defective returns).
3. Return Process
To initiate a return, follow these steps:
- Contact our customer service at info@velvhome.com within the eligible time frame (7 days for non-defective items, 14 days for defective/incorrect items), providing your order number, product photos (if applicable), and reason for return.
- Our team will review your request and provide a Return Authorization (RA) number and return shipping instructions if your return is approved.
- Package the product securely, include the RA number inside the package, and ship it to the address provided by our customer service.
- Customer is responsible for return shipping costs, except for returns due to our error (defective, wrong item), where we will cover the return shipping costs.
Note: We are not responsible for lost, damaged, or delayed return packages. We recommend using a trackable shipping service and insuring your return.
4. Refund Process
- Once we receive and inspect your returned product and confirm it meets eligibility requirements, we will process your refund within 3–5 business days.
- Refunds will be issued to the original payment method used for the purchase. Please allow 7–14 business days for the refund to reflect in your account (processing times vary by payment provider).
- Original shipping costs are non-refundable for non-defective returns. For returns due to our error (defective, wrong item), original shipping costs will be refunded.
5. Defective or Incorrect Products
If you receive a defective, damaged, or incorrect product (due to our error), contact our customer service at info@velvhome.com within 14 calendar days of delivery. Provide your order number and clear photos of the issue. We will offer the following options:
- Full refund (including original shipping costs), or
- Free replacement of the product.
6. Important Notes
- Returns that do not meet eligibility requirements will be rejected and returned to the customer at their own cost.
- We reserve the right to refuse returns or refunds for non-compliant requests (e.g., used products, late requests).
- Customs duties, taxes, and import fees paid by the customer are non-refundable.
7. Policy Updates
We may update or modify this Return & Refund Policy at any time without prior notice. Changes will take effect immediately upon being posted on this page.
8. Contact Us
For any questions, concerns, or to initiate a return, please contact our customer service:
Email: info@velvhome.com