Return & Refund Policy

Last Updated: August 19, 2026

At Velvra, customer satisfaction is important to us. We want you to feel confident when shopping with us, and we have established the following Return & Refund Policy to provide a clear and transparent process for returns, exchanges, refunds, damaged items, and order issues.

For any questions regarding a return or refund, please contact us at support@tryvelvra.co.

30-Day Return Policy

We accept eligible returns within 30 days of delivery.

To be eligible for a return, the item must:

• Be in the same condition in which it was received.

• Be unused, unworn, and unwashed.

• Include all original tags, accessories, manuals, and components, when applicable.

• Be returned in its original packaging, when reasonably possible.

• Include proof of purchase or the order number.

Items that show signs of use, damage caused after delivery, misuse, alteration, excessive wear, or missing components may not qualify for a refund.

How to Request a Return

Before sending any product back, you must contact us at:

Email: support@tryvelvra.co

Please include:

• Your full name.

• Your order number.

• The item you wish to return.

• The reason for the return.

• Photos or videos if the product arrived damaged, defective, or incorrect.

Our customer support team will review your request and provide the applicable return instructions.

Do not send a product back without first contacting us and receiving return instructions. Unauthorized returns may not be accepted.

Return Address

The correct return address will be provided directly by our customer support team after your return request has been reviewed and approved.

Because Velvra may use different fulfillment or return facilities depending on the product and order location, customers must not send returns to the address displayed on the original shipping package unless specifically instructed to do so by our support team.

To obtain the correct return address, contact support@tryvelvra.co with your order number before sending the product.

Return Shipping Costs

For standard returns due to reasons such as a change of mind, incorrect size selected by the customer, or no longer wanting the product, the customer is responsible for return shipping costs.

If the item received is damaged, defective, or incorrect due to an error on our part, Velvra will be responsible for the reasonable return shipping costs or provide another appropriate resolution.

Original shipping charges are non-refundable unless the order was defective, incorrect, or otherwise required to be refunded by applicable law.

We recommend using a trackable shipping service when returning an item. Velvra is not responsible for return packages that are lost or damaged in transit when the customer is responsible for arranging the return shipment.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If your product arrives damaged, defective, or you receive the wrong item, contact us as soon as possible at support@tryvelvra.co.

Please provide your order number and clear photos or videos showing the issue.

After reviewing your claim, we may provide, as appropriate:

• A replacement;

• An exchange;

• A partial refund; or

• A full refund.

There will be no additional return shipping charge to the customer when the return is required because of an error by Velvra or because an item arrived damaged or defective.

Exchanges

If you would like to exchange an eligible product, contact us at support@tryvelvra.co within the 30-day return period.

Exchange availability depends on product inventory.

In some cases, the fastest way to receive a different item may be to return the original item and place a new order after the return has been approved.

Non-Returnable Items

Certain items cannot be returned unless they arrive damaged, defective, incorrect, or applicable law requires otherwise.

These may include:

• Gift cards.

• Personalized or custom-made products.

• Products that have been used, altered, or damaged after delivery.

• Products specifically identified as non-returnable before purchase where permitted by applicable law.

If you have questions about whether a particular product is eligible for return, contact us before sending it back.

Refunds

Once your returned item is received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method used for the purchase.

Please allow up to 10 business days after approval for Velvra to process the refund. Your bank, credit card company, or payment provider may require additional time to post the refund to your account.

If more than 15 business days have passed since we confirmed that your refund was processed and you have not received it, please contact us at support@tryvelvra.co.

Partial Refunds

In certain circumstances, only a partial refund may be granted. This may apply when an item is returned with missing parts, damaged packaging beyond what is reasonably necessary to inspect the product, or signs of use that reduce the item's value.

Any deduction will be evaluated reasonably based on the condition of the returned product and applicable law.

Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible at support@tryvelvra.co.

We process orders quickly and cannot guarantee that an order can be canceled or modified once fulfillment has started.

If the order has already been shipped, it must generally be handled through our standard return process after delivery.

Refused or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address during checkout.

If an order is returned because of an incorrect or incomplete address provided by the customer, refusal of delivery, or failure to collect the package, additional shipping costs may be deducted from the refund where permitted by law.

This does not apply when the delivery problem was caused by Velvra or our fulfillment partners.

Lost Packages

If tracking indicates that your order has not been delivered within the expected delivery timeframe, please contact support@tryvelvra.co.

We will review the tracking information and, when appropriate, work with the shipping carrier to investigate the shipment.

If a package is confirmed as lost in transit due to the carrier or our fulfillment process, we will provide an appropriate resolution, which may include a replacement or refund.

Payment Method Refunds

Refunds are returned to the original payment method whenever possible.

Processing times after a refund has been issued may vary depending on the customer's bank, card issuer, or payment provider.

Chargebacks and Payment Disputes

We encourage customers to contact us at support@tryvelvra.co before initiating a payment dispute so that we have an opportunity to resolve the issue directly.

Nothing in this policy limits a customer's rights under applicable payment network rules or consumer protection laws.

Consumer Rights

This Return & Refund Policy does not limit any rights that cannot legally be waived under applicable federal, state, or local consumer protection laws.

Where applicable law provides greater consumer protections than those described in this policy, applicable law will govern.

Policy Updates

Velvra reserves the right to update this Return & Refund Policy from time to time to reflect changes in our business practices, services, or legal requirements.

The most current version will always be available on our website.

Contact Us

For questions regarding returns, refunds, exchanges, damaged products, or your order, please contact:

Velvra
Email: support@tryvelvra.co
Website: tryvelvra.co