Return & Refund Policy

Return & Refund Policy
Last updated: March 13, 2025

At Velvet Co., we’re committed to delivering a seamless and satisfying shopping experience. As part of that commitment, we offer a clear and transparent return policy. We kindly ask that you inspect your items as soon as they arrive and reach out promptly if a return is needed.

Eligibility for Returns

To qualify for a return, items must meet the following criteria:

  • The product must be in its original, unworn, unused, and unaltered condition.
  • All original tags must remain attached.
  • The item must be returned in its original packaging, including protective covers or boxes.
  • A proof of purchase, such as a receipt or order confirmation, is required.
  • Sale items are final sale and cannot be returned.

Please note: Returns that do not meet these conditions will not be processed.

Order Cancellation

Once your order has been submitted, we are unable to cancel or modify it, so we recommend reviewing your details carefully before checkout.

Your card will not be charged until your order has been dispatched.

Once your order ships, you’ll receive a confirmation email with tracking details. If needed, you may initiate a return once your item is delivered.

How to Initiate a Return

To begin a return, please contact our customer service team at teams@velvet-co.com. Include your order number, the item(s) you’d like to return, and your reason for the return. We will review your request to confirm eligibility.

Upon approval:

For U.S. orders, please return to:
585 S Winchester Blvd, San Jose, CA 95128

For international orders, please return to:
112, Building B, Tianyi Zhigu, No. 213, Shajing Road,
Shajing Street, Bao’an District, Shenzhen City, Guangdong Province, China

Please purchase your return shipping label and email us the receipt. We’ll reimburse your return shipping cost once your item has been received and inspected.

Shipping Your Return

To ensure your item arrives safely, please package it securely. We highly recommend using a trackable shipping service and purchasing shipping insurance, as Velvet Co. is not responsible for items lost or damaged in transit.

Exchanges

We do not offer direct exchanges. However, you are welcome to return your item for a full refund and place a new order for the desired item.

Damages and Issues

Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us right away at teams@velvet-co.com. Include clear photos of the item and packaging along with a description of the issue. We’ll work quickly to resolve the matter with a refund, replacement, or alternative solution.

Exceptions / Non-returnable Items

Certain items are not eligible for return:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized items
  • Personal care items (e.g., cosmetics, skincare)
  • Hazardous materials, flammable liquids, or gases

If you’re unsure whether your item is returnable, please reach out before initiating a return.

Sale Items and Gift Cards

  • All sale items are final and cannot be returned or exchanged.
  • Gift cards are non-refundable.

Refunds

Once your return is received and processed at our warehouse, refunds will be issued within 5–10 business days. Please ensure all return details are correct to avoid delays.

After the refund is processed, it may take up to five business days for funds to appear in your original payment method, depending on your bank or card provider.

By following these return guidelines, we aim to make the process as smooth and efficient as possible. Thank you for choosing Velvet Co. — we’re grateful for your trust and support.

 

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