RETURN AND REFUND POLICY

CONDITIONS FOR RETURNS

Only unused and undamaged products are accepted as returns. A request for a return must be received by Velvetix no later than 15 days after the product has been received by the customer.

RETURN PROCESS

The first step in the return process is to contact Velvetix by email at support@velvetix.com .

In the return request, the order number must be stated as well as the item to be returned or complained about. Once the request has been sent, we confirm what should happen with the product with regard to the error. In some cases, the product does not need to be returned, but a refund is made automatically. ATTENTION! that this differs from case to case and we at Velvetix try to solve problems as efficiently as possible.

If a return is required, all information about the address and shipping instructions will be sent to the customer by email.

The customer pays for shipping and any overhead costs for products to be returned.

REFUND

Refunds are made as soon as we have received the goods and checked the condition of the returned goods. The sum is paid back to the paying account within 2-5 working days.