Return & Refund policy
We are committed to providing our customers with high-quality products and exceptional service. If, for any reason, you are not completely satisfied with your purchase, we have outlined our Refunds and Returns policy below to ensure a smooth and transparent process for all customers.
1. Return Window
We offer a 30-day return or exchange policy from the date of delivery. This window gives you the flexibility to inspect your product and decide if it meets your expectations.
Standard Orders: You may return or exchange any unused, undamaged, and resellable item within 30 days.
Custom Orders: Custom or personalized items are non-refundable and non-exchangeable unless they are faulty or incorrectly made.
2. Eligibility for Returns
To be eligible for a return or exchange, the following conditions must be met:
The item must be unused, unwashed, unworn, and in its original condition with all tags attached.
The item must be returned in its original packaging.
Products such as gift cards, customized, or personalized items cannot be returned or exchanged unless they are faulty or incorrectly made.
Shoes and footwear must be returned with no signs of wear (no scratches on the soles or upper).
If your return does not meet these criteria, we reserve the right to deny the return or exchange.
3. Return Exclusions
The following items are excluded from return and refund:
Custom or personalized items: These are made according to your specifications and cannot be resold.
Gift cards: These are non-refundable and cannot be exchanged for cash.
Discounted or sale items: Products purchased during promotions or at discounted rates may not be eligible for returns unless they are faulty or incorrectly made.
4. How to Start a Return
To initiate a return or exchange, please contact our Customer Support team or visit our File a Return page. For detailed guidance on the return process, we encourage you to review our comprehensive Return Instructions page. This resource provides step-by-step information on how to prepare your return, what documents to include, and how to proceed to ensure a smooth and efficient experience.
Feel free to refer to these instructions at any time for clarity on how to start and complete your return process.
You must start the return process within the 30-day window from the date of delivery.
Include your order number and a brief reason for the return or exchange request.
5. Refund Process
Once your return is received and inspected, we will notify you via email of the approval or rejection of your refund. If approved:
Refunds will be processed within 7 business days and issued to the original payment method.
Depending on your payment provider, it may take an additional 3–10 business days for the refund to reflect in your account.
Please note that shipping costs are non-refundable, and if you received free shipping on your original order, a deduction may apply for return shipping costs.
6. Exchanges
If you wish to exchange your product for a different size or style:
Initiate the exchange within the 30-day return window.
Your new product will be shipped once we receive and approve your returned item.
Exchanges are subject to product availability. If the item is out of stock, you may choose to receive a refund or store credit.
7. Return Shipping Costs
Customers are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong or defective product). For your protection, we recommend using a trackable shipping service and purchasing shipping insurance. We are not responsible for lost or damaged packages during the return process.
For custom orders, alteration fees may apply if changes to the product are required post-purchase.
8. Custom Orders
Since custom or personalized items are made specifically to your specifications, they are not eligible for returns or refunds unless defective or incorrect.
Sizing Issues: If your custom item does not fit as expected, we offer the first alteration free of charge. However, you are responsible for shipping costs.
Pre-Approval of Custom Orders: Before dispatch, we may send images of your custom order for your approval, ensuring the design, material, and stitching meet your expectations.
9. Damaged or Incorrect Items
If you receive a damaged or incorrect item, please contact us immediately (within 2 working days) to resolve the issue. We will:
Offer a replacement or repair, or
Provide a full refund if no replacement is available.
Ensure to send us clear images of the damaged or defective product to expedite the process.
10. Refund Exceptions
Custom orders: No refunds are allowed unless there is an issue with the product's quality or an error in processing the order.
Late or missing refunds: If you haven’t received a refund after 10 business days, please first check with your bank or payment provider. If the issue persists, contact our Customer Support team for further assistance.
11. International Returns
For international orders, our return and refund policy remains the same; however, shipping costs may be higher. International customers are responsible for all return shipping fees, including any duties and customs charges. However, if the return is due to an error on our part, such as receiving an incorrect or defective product, Velvrix will cover the return shipping cost.
12. Contact Us
If you have any questions regarding our Refunds & Returns policy, please feel free to contact us at:
Email: contact@velvrix.com
Phone: +49 155 10924525
We are committed to ensuring a smooth and efficient return process and appreciate your understanding of our policies.
By shopping with us, you agree to our Refunds & Returns Policy. We reserve the right to update or modify this policy at any time, and any changes will be effective immediately upon posting to our website. Please review this policy periodically for updates.
