Refund & Returns Policy
Refund & Returns Policy
At Velvet & Garnet, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review the following policy.
Right of Withdrawal
Customers residing within the European Union may have the right to withdraw from their purchase within 14 calendar days of receiving their order, in accordance with applicable consumer protection laws.
To exercise this right, the item must be returned in its original condition, unused, unworn, complete with any original packaging and suitable for resale.
Items That Cannot Be Returned
Returns will not be accepted for:
- Items that have been worn, used or damaged after delivery.
- Products returned without their original packaging or with missing components.
- Products that have been altered or modified after delivery.
- Personalised or custom-made items, where applicable.
Return Procedure
Before returning any item, customers must contact our customer support through the Contact page to receive return instructions.
Returns sent without prior authorisation may not be accepted.
Return Shipping Costs
Unless the item is defective, damaged or incorrect, the customer is responsible for the cost of returning the product.
Damaged, Defective or Incorrect Items
If you receive a product that is damaged, defective or different from the item ordered, please contact us within 48 hours of delivery.
Please include:
- Your order number.
- A brief description of the issue.
- Clear photographs of the item and, where applicable, the packaging.
After reviewing the information provided, we will arrange an appropriate solution, which may include a replacement or a full refund.
Refunds
Once the returned item has been received and inspected, any approved refund will be processed using the original payment method.
Please note that the time required for the funds to appear in your account depends on your payment provider or financial institution.
Contact
If you have any questions regarding this policy, please contact our customer support through the Contact page available on our website.
