Refund policy

At VELVRA, every product is produced specifically for each order using a print-on-demand manufacturing model. We do not hold ready stock.

For this reason, returns, exchanges, refunds, and cancellations are subject to the conditions below. Please review this policy carefully before placing your order.

1. Returns, Replacements & Refund Eligibility

A return, replacement, or refund may only be approved if:

You received an incorrect product, design, or size that does not match your confirmed order.
The product arrived with a verified manufacturing or printing defect.
The product was damaged before or during delivery.
The shipment is officially confirmed as lost in transit by the delivery provider.

Eligibility does not automatically guarantee a refund. Each request will be reviewed and verified by VELVRA before approval.

2. Return Conditions

For an eligible return or replacement:

The request must be submitted within 14 days of the recorded delivery date.
The product must be unused, unworn, unwashed, and unaltered.
The product must be returned in the same condition in which it was received.
Original packaging must be retained whenever applicable.
A valid order number or proof of purchase must be provided.
Clear photographs or videos may be required to verify a defect, damage, or incorrect item.

VELVRA reserves the right to reject any request that does not meet these requirements.

3. Non-Returnable & Non-Refundable Cases

Returns, exchanges, and refunds will not be accepted for:

Change of mind or personal preference.
Selecting the wrong size, design, color, or product when the item received matches the confirmed order.
Customized or personalized products.
Products that have been used, washed, worn, altered, or damaged after delivery.
Damage resulting from misuse, improper handling, neglect, or failure to follow care instructions.
Normal wear and tear.
Minor variations in color caused by different screens, displays, lighting conditions, or the nature of textile printing.
Production or courier delays that do not result in the order being officially declared lost.
Refusal of an order because the customer no longer wants the product.

4. Print-on-Demand Policy

VELVRA operates on a print-on-demand basis. Production begins specifically to fulfill your order rather than supplying an item from existing stock.

Once production has started:

Change-of-mind cancellations are not accepted.
Preference-based returns are not accepted.
Preference-based exchanges are not accepted.
Choosing an incorrect size does not qualify for a free exchange or refund if the delivered size matches the order confirmation.

Customers are responsible for reviewing all product details, sizing information, designs, quantities, and order information before completing their purchase.

5. Production & Delivery

The standard estimated processing and delivery period is approximately 4–6 business days, unless otherwise stated on the website or communicated for a specific order.

During sales, holidays, seasonal demand, or unusually high order volumes, additional processing time may be required.

Once an order has been handed to the courier, delivery may also be affected by circumstances outside VELVRA's direct control.

A delivery delay alone does not automatically qualify an order for cancellation or refund.

6. Exchange Policy

VELVRA provides a free replacement when a verified error is attributable to us, including receiving the wrong:

Product
Design
Size

For verified defective or damaged products, VELVRA may provide a replacement or refund, depending on the circumstances.

If the product received correctly matches the customer's confirmed order, VELVRA is not obligated to provide an exchange because of size selection, preference, or change of mind.

7. How to Submit a Claim

All return, replacement, or refund requests must be submitted by email to:

info@velvraeg.shop

Please include:

Your order number.
A clear explanation of the issue.
Clear photos or videos showing the issue, where applicable.
Any additional information requested by our support team.

Submitting a request does not mean that it has been approved.

Our team will review your request and normally respond within 24–48 business hours.

Do not return or ship any product before receiving return instructions and approval from VELVRA. Unauthorized returns may not be accepted.

8. Refunds

If a refund is approved, it will normally be processed through the original payment method where available.

Depending on the circumstances and with the customer's agreement, VELVRA may alternatively provide store credit or another approved refund method.

Approved refunds are generally processed within 3–7 business days. Additional time may be required for the payment provider or financial institution to reflect the refund.

Original shipping charges and return shipping costs are non-refundable unless the return results from a verified VELVRA error or defective product.

9. Order Cancellations

Cancellation requests must be submitted within 12 hours of placing the order.

A cancellation request is not guaranteed. If production has already started, the order cannot be cancelled, even if the request was submitted within the 12-hour period.

Because VELVRA products are made specifically for each order, customers should verify all order information carefully before checkout.

10. Final Review

VELVRA reserves the right to inspect and review all return, replacement, exchange, and refund claims before making a final decision.

Claims involving suspected misuse, inaccurate information, altered products, or requests that fall outside this policy may be declined.

Nothing in this policy is intended to limit any mandatory rights available to customers under applicable consumer protection laws.

Contact Us

For questions regarding an order, return, exchange, or refund, contact: