Refund policy
Return & Refund Policy
At Velluxer, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
Return Eligibility
To be eligible for a return, your item must:
- Be unused, unworn, and in its original condition.
- Be returned in its original packaging.
- Include proof of purchase (order number or receipt).
- Be requested for return within 7 days of receiving your order.
We reserve the right to refuse returns that do not meet these conditions.
Return Timeframe
You may request a return within 7 days from the date your order is delivered. Requests submitted after this period may not be eligible for a return or refund.
To initiate a return, please contact us at velluxer@gmail.com.
Refund Process
Once we receive and inspect your returned item, we will notify you regarding the approval or rejection of your refund.
If approved:
- Your refund will be processed to the original payment method.
- Refunds are typically issued within 6-7 business days after approval.
- Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.
Exchanges
We offer exchanges for eligible items that arrive damaged, defective, or in the wrong size (if applicable).
To request an exchange, contact us at velluxer@gmail.com within 7 days of receiving your order.
Exchange requests are subject to product availability.
Damaged or Defective Products
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery.
When contacting us, please provide:
- Your order number
- A description of the issue
- Clear photos showing the damage or defect
After verification, we will offer a replacement, exchange, or full refund at no additional cost to you.
Non-Returnable Items
The following items are not eligible for return or refund:
- Personalized or custom-made products
- Gift cards
- Clearance or final-sale items
- Items that have been used, washed, altered, or damaged after delivery
- Any item returned without prior approval
Return Shipping Costs
- Customers are responsible for return shipping costs unless the item is damaged, defective, or incorrect.
- Original shipping charges are non-refundable unless the return is due to our error.
- We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
Contact Us
If you have any questions about our Return & Refund Policy, please contact us:
Email: velluxer@gmail.com
We are committed to providing a fair and hassle-free shopping experience for all our customers.