Refund policy

At VELVEXO, we want you to feel confident in every purchase. If you’re not completely satisfied, we’re here to help with a simple and transparent return and refund process.

1. Return Eligibility Criteria

To be eligible for a return:

  • The item must be unused, unworn, and in its original condition
  • All original tags, packaging, and accessories must be included
  • The item must not show any signs of use, damage, or alteration

We reserve the right to reject returns that do not meet these conditions.

2. Return Timeframe

You may request a return within 7 business days of receiving your order.

  • Requests made after this period may not be accepted
  • The return must be shipped back promptly after approval

To initiate a return, please contact us at info@velvexo.com.

3. Refund Process and Timing

Once we receive and inspect your returned item:

  • We will notify you of the approval or rejection of your refund
  • Approved refunds will be processed within 1-2 business days
  • The amount will be credited to your original payment method

Please note that it may take additional time for your bank or payment provider to reflect the refund.

4. Exchange Options

We offer exchanges for eligible items:

  • Exchanges are subject to product availability
  • If the requested item is unavailable, a refund or store credit may be offered

To request an exchange, contact us at info@velvexo.com.

5. Damaged or Defective Items

If you receive a damaged, defective, or incorrect item:

  • Please contact us within 14 days of delivery
  • Include clear photos of the item and packaging

We will arrange a replacement or full refund at no additional cost to you.

6. Non-Returnable Items

The following items are not eligible for return:

  • Final sale or discounted items
  • Gift cards
  • Items marked as non-returnable
  • Personal use or hygiene-related products

Please review product details carefully before purchasing.

7. Return Shipping Costs

  • Customers are responsible for return shipping costs unless the item is defective or incorrect
  • Original shipping charges are non-refundable (unless due to our error)

We recommend using a trackable shipping method, as we are not responsible for lost return shipments.

8. Cancellation Policy

Orders can only be canceled within 24 Hours before they are processed.

Once an order has been shipped, it cannot be canceled and must go through the return process.

9. Contact Information

For any return, refund, or exchange inquiries, please contact us:

VELVEXO
Email: info@velvexo.com
Phone: +1 505-378-5616
Business Hours: Monday - Friday 9:00 A.M. to 5:00 P.M (EST)