Return Policy
Return Policy
PLEASE NOTE THAT WE DO NOT OFFER FREE RETURNS – RETURN FEES APPLY.
Returns
Can I return my order? Yes, you can. If you are not satisfied with the items you ordered, you may return them within 30 days of receipt, provided the following conditions are met:
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The order still contains all original components and packaging, and is returned exactly as received.
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The product shows only normal handling; damage caused by negligent handling is excluded.
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Products where hygiene is important must be properly cleaned before returning.
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The product was found to be defective upon receipt.
We reserve the right to charge shipping fees to the customer.
Returns will be processed within 7 business days. If all conditions are met, the return will be officially confirmed within that period.
We reserve the right to reject returned items if we suspect they have been used or damaged without our fault.
How can I return my order? If your return meets the above criteria, please follow these steps to initiate the process:
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Send an email to: info@velvoux.com
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Include the following information:
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Order number
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Reason for return
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Photo of the product (if damaged)
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First and last name
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Customer address
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We will then contact you with the correct return address. Do not send the parcel back to the sender’s address; we will provide you with the correct return instructions. You, the customer, are responsible for return shipping costs.
RIGHT OF WITHDRAWAL
Consumers have a right of withdrawal under the following conditions, provided they are natural persons concluding a legal transaction for purposes not related primarily to their commercial or self-employed activities:
A. Withdrawal Terms
Right of Withdrawal You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period is 14 days from the day you or a third party designated by you (who is not the carrier) received the goods.
Since we operate with a fully automated system, orders are processed immediately after being placed. Therefore, we cannot cancel shipments once they are in transit and refunds can only be issued after receipt of the returned goods.
To exercise your right of withdrawal, you must inform us (dear amélie.) of your decision via a clear statement (e.g. by email). The withdrawal becomes effective once we receive the returned goods. Return shipping costs are the responsibility of the buyer.
Items in Transit As our goods are shipped from Asia, there may be longer transit times beyond our control. If the goods are already in transit, cancellation is no longer possible. Please wait until you have received the goods and then return them. You may inform us in advance of your intention to withdraw.
To ensure a smooth return process, we kindly ask that you send us a shipping confirmation.
Consequences of Withdrawal
If you withdraw from this contract, we will refund all payments received from you, excluding shipping costs (and any additional charges incurred due to a delivery method other than our standard, least expensive delivery option), without undue delay and no later than 14 days from the day we receive both your withdrawal notice and the returned goods.
We will use the same payment method that you used for the original transaction, unless another method has been expressly agreed upon. Under no circumstances will you be charged any fees for this refund.
ALL RETURNS MUST BE SENT TO OUR CENTRAL WAREHOUSE IN ASIA AT THE CUSTOMER’S EXPENSE.