Refund policy

Effective Date: 11/07/2025

📦 Returns

At Velv.co, we take pride in offering premium comfort products. Due to the nature of our business model and hygiene standards, we do not accept returns unless the item is defective, damaged, or incorrect.

Eligible return conditions:

• Item arrived damaged or defective
• Wrong item received
• Product does not match description

To initiate a return, you must contact us at support@velv.co within 7 days of delivery with:

• Your order number
• Clear photos of the item and packaging
• A brief description of the issue

Return shipping costs are the responsibility of the customer unless the item is deemed defective or incorrect.

 

💸 Refunds

Refunds are only issued under the following conditions:

• Your item is damaged, defective, or incorrect
• Your order is canceled before processing
• Your package is lost in transit (confirmed by carrier)

Once your claim is approved, refunds will be processed to your original payment method within 5–10 business days.

Non-refundable situations:

• Buyer’s remorse or change of mind
• Incorrect address provided by customer
• Delays due to customs or carrier issues outside our control

 

🚫 Final Sale Items

All discounted, clearance, or promotional items are final sale and not eligible for return or refund.

 

📍 Shipping & Delivery Issues

Velv.co is not liable for:

• Delays caused by third-party carriers
• Customs fees or import taxes
• Packages marked as “delivered” by the carrier

We recommend contacting the carrier directly for delivery disputes.

📝 Policy Updates
Velv.co reserves the right to update or modify this policy at any time without prior notice. Please review this page periodically for changes.