Refund policy
Refund Policy
30-Day Return Policy
You have 30 days from the date you receive your item to request a return.
To be eligible, your item must be unused, in its original packaging, and in the same condition as when you received it. Please also provide your proof of purchase.
To start a return, email us at support@velvoi.com. If your return is approved, we’ll send you instructions on how to send your item back.
Please retain your proof of return postage in case your parcel gets lost during shipping.
Include your full name, address, and order number with your parcel.
Please note, return shipping costs for unwanted items are non-refundable at this time. Customers are responsible for paying the shipping cost to return the item.
If anything is unclear or if you need assistance, please reach out to our support team at support@velvoi.com.
Please note: returns sent without prior approval will not be accepted.
Cancelled Orders
If you place an order and wish to cancel before it has shipped, we have a 6-hour cancellation policy.
Please contact our support team via email at support@velvoi.com and let us know you would like to cancel.
Our customer support team will process your refund, and the funds will be returned to your payment account within 3-5 working days. Please note that some payment methods or financial institutions may take longer to process the refund.
If you are concerned about the status of your refund, contact our support team, and we will provide proof of the refund from our shop.
Please note, once an order is in the shipping system, it cannot be cancelled. In this case, allow the delivery to take place, and then return the goods to our return address.
If a customer refuses delivery, the parcel will be disposed of by the courier, and we will not be able to process a refund.
Please contact our support team to initiate a return.
For further assistance, contact support@velvoi.com.
Damaged Goods / Missing Items
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item. This will help us quickly resolve the issue.
In cases of missing items, please notify us. For larger orders, multiple parcels may be sent. We will confirm with our warehouse team and check the weight of the parcel you received. Please provide clear photographic or video evidence for our review.
Please send visual proof, such as a photo or video of the damaged goods, to support@velvoi.com. Once confirmed as faulty, a full refund will be issued back to your original method of payment or a replacement will be sent.
Exchanges
For the fastest exchange service, please email us with 'EXCHANGE' in the subject line. Our team will check stock availability and send a replacement ASAP.
Incorrect Address & Returned Parcels
Please ensure that the shipping address you provide at checkout is accurate and complete. Velvoi is not liable for undeliverable or delayed orders due to an incorrect or incomplete address provided by the customer. If an incorrect address is entered, we will not replace or refund the order.
- Delivered to Incorrect Address: If a package is delivered to the address provided at checkout and that address was incorrect, it is the customer’s responsibility to locate and retrieve the package. We do not issue refunds or replacements in such cases.
- Returned to Sender: If a package is returned to sender due to an incorrect address, failed delivery, or failure to collect from a pickup location, it will be destroyed by the shipping carrier. We are unable to reship, replace, or refund such orders.
If you realize you’ve entered the wrong address, please contact our customer service team immediately. While changes cannot be guaranteed after an order is placed, we will do our best to assist before the item is shipped.
Lost or Stolen Parcels
If a parcel is lost or stolen, customers are eligible for a maximum gift card of $50 USD. To claim this, the local post office or last-mile courier must confirm that they have no record of the parcel in their system.
