Refund policy

Velourya Return and Refund Policy

At Velourya, we are committed to ensuring your satisfaction with our premium artwork and products. If you are not completely satisfied with your purchase, we are here to assist you.

1. Returns and Refunds

Eligibility for Returns

  • Products must be returned in their original condition, undamaged, and with all packaging intact.
  • Returns must be initiated within 30 days of receiving your order.
  • Customized or personalized items are non-refundable and non-returnable unless they are defective or damaged upon delivery.

How to Initiate a Return

To start a return, please contact our customer support team at info@velourya.com with the following information:

  • Order number.
  • Photos of the product (if defective or damaged).
  • Reason for the return.

Once your return request is approved, we will provide instructions for shipping the item back to us.

Return Shipping

  • If your return is approved, we will send you a prepaid shipping label.
  • Please repack the item in safe and secure packaging and attach the prepaid label and drop it off at the courier drop off location.

2. Refunds

Refund Eligibility

  • Refunds are issued once the returned item has been inspected and approved.
  • If the product is found to be ineligible for a refund (e.g., damaged due to misuse), we will notify you.

Refund Process

  • Refunds will be processed within 7-10 business days after the returned product is received and approved.
  • Refunds will be issued to the original payment method used during the purchase.

3. Exchanges

Satisfaction Guarantee

If you are not satisfied with your product, you may exchange it for another item or request store credit. Exchanges must be initiated within 30 days of receiving your order and are subject to product availability.

Defective or Damaged Items

For defective or damaged items, we will replace the product at no additional cost or offer a full refund, including return shipping fees.

4. Customized Products

Definition of Customized Work

Customized products include any items featuring:

  • Custom sizes.
  • Personalization (e.g., names, dates).
  • Unique designs created specifically for the customer.

Customized products are final sale and are not eligible for returns or exchanges unless they are defective or damaged upon delivery.

5. Exceptions

We cannot accept returns or exchanges for:

  • Products that have been used, altered, or damaged by the customer.
  • Items returned after the 30-day return window.

6. Additional Information

Processing Delays

If you have not received your refund within 10 business days, please contact your bank or credit card company for updates, as processing times may vary.

Contact Us

For any questions or concerns, please reach out to us at info@velourya.com. We are here to help you with any issues related to your order.

Thank you for choosing Velourya. We appreciate your support and strive to make every experience exceptional.