Refund policy

Can I return my order?

Yes, you can.
If you are not satisfied with your order, you have the option to return it within 30 days of receiving the product.

Return Conditions

To be eligible for a return, the following conditions must be met:

  1. The product must include all original parts and components, and be returned in its original packaging.

  2. The product must show signs of normal handling only. Damage due to negligent use is not eligible.

  3. Hygiene-related items must be thoroughly cleaned before return.

  4. Any defects must be reported immediately upon receipt of the order.

  5. Return shipping costs are the responsibility of the customer.

  6. Returns are processed within 7 working days once received and approved.

Veloure and Vibe reserves the right to refuse returns if the item appears used or damaged due to customer mishandling.

How to Return Your Order

If your return meets the above criteria, please follow these steps:

  1. Send an email to info@veloureandvibe.com

  2. Include the following in your email:

    • Order number

    • Reason for return

    • Photo(s) of the item (in case of damage)

    • Full name

    • Shipping address

Important: Do not send the return to the original sender address. You will receive the correct return address from us by email once your request is confirmed.

CANCELLATION POLICY

Right of Withdrawal

If you are a private customer (non-business), you have the right to cancel your order under the following conditions:

  • You can cancel your order within 14 days from the day you or a third party (not the delivery carrier) receives the goods.

  • Cancellations must be made in writing via email to info@veloureandvibe.com.

  • The cancellation is only complete after we have received the returned goods.

  • The cost of return shipping is borne by the customer.

Important Notes

  • As we operate with an automated system, once your order is placed, it is immediately processed and shipped. We cannot cancel or modify the order once it's in transit.

  • If the item has already shipped from Asia, cancellation is no longer possible. You may return the item after receiving it.

  • Please provide a shipping confirmation number when sending a return for faster processing.

Consequences of Withdrawal

Upon receipt of the returned item and confirmation of your cancellation:

  • We will refund your payment (excluding shipping fees) within 14 days.

  • Refunds will be processed using your original method of payment.

  • No fees will be charged for the refund.

All returns must be sent to our central warehouse in Asia at the customer's expense.

For any further questions, please contact us at:
info@veloureandvibe.com