Refund and Cancellation Policy
At Velvi Haus, we aim to ensure a seamless shopping experience for our customers. Please review our refund and cancellation policy carefully before making a purchase.
1. Order Cancellation
- Before Shipment: Orders can be canceled within 24 hours of placement. To cancel, contact us at returns@velvihaus.com with your order details. A full refund will be issued for cancellations made within this period.
- After Shipment: Once an order has been shipped, it cannot be canceled. In this case, please refer to our returns policy.
2. Returns and Exchanges
- Eligibility: Items are eligible for return or exchange within 7 days of delivery if they are unused, unworn, unwashed, and in their original packaging with all tags intact.
- Non-Returnable Items: Due to hygiene reasons, certain products, including lingerie and intimate apparel, are not eligible for returns unless they arrive damaged or defective.
- How to Initiate a Return: To start a return, contact our support team at returns@velvihaus.com. Once approved, you will receive further instructions.
- Return Shipping: Customers are responsible for shipping costs on returns, except in cases where the product arrives damaged or incorrect. Ensure your return is securely packaged to avoid damage in transit.
3. Refunds
- Processing Time: Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed within 5-7 business days.
- Refund Method: Refunds will be issued to the original payment method. If a replacement product is requested, shipping will be arranged at no additional cost to the customer.
- Partial Refunds: If an item is returned not in its original condition (damaged or missing parts not due to our error), a partial refund may be issued.
4. Damaged or Defective Items
- Inspection on Delivery: Please inspect your order upon receipt. If an item is damaged or defective, contact us within 48 hours of delivery with photos and a description of the issue.
- Replacement or Refund: For verified cases of damaged or defective products, we will issue a replacement or a full refund, including shipping costs.
5. Contact Us
If you have any questions about our refund and cancellation policy, please contact our customer support team at returns@velvihaus.com for assistance.