Return Policy

Return and Refund Policy

At Velvet Home, your satisfaction is our priority. If you're not entirely happy with your purchase, we're here to assist.

Returns and Exchanges

  • Return Period: Our policy lasts 14 days. If 14 days have gone by since receiving your order, unfortunately, we can't offer you a refund or exchange.

  • Eligibility: To be eligible for a return, your item must be unused, in the same condition that you received it, and in the original packaging. A receipt or proof of purchase is required.

  • Non-Returnable Items:

    • Personal or sanitary items.
    • Gift cards.
    • Downloadable software products.
    • Certain health and personal care items.

  • Unsatisfactory Purchases:

    If the item is not defective or damaged but you are unsatisfied with your purchase, you may request a return or exchange by providing a detailed reason to info@velvet-home.net. Please note:

    • Partial Refunds: Only partial refunds may be granted for returns without a proper reason.
    • Reason Evaluation: We reserve the right to determine the reasonableness of your request based on the context provided.

  • Partial Refunds:

    Partial refunds may be granted in certain situations:.

    • Any item not in its original condition, is damaged, or missing parts for reasons not due to our error.
    • Any item returned more than 15 days after delivery.

Return Process

  1. Initiate a Return: Email us at info@velvet-home.net with your order number and a detailed explanation of your request.

  2. Assessment: Our team will review your request and determine if it qualifies for a refund or exchange.

  3. Instructions: If approved, we will provide you with return instructions.

Please do not send your purchase back to the manufacturer.

Refunds

Once we have received and inspected the returned item, we will send you an email to confirm receipt. We will also notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 days after the return has been received.

  • Sale Items: Only regular priced items may be refunded; unfortunately, sale items cannot be refunded.

Late or Missing Refunds

If you haven't received a refund yet:

  1. Check Your Bank Account: There may be a processing time before a refund is posted.

  2. Contact Your Credit Card Company: It may take some time before your refund is officially posted.

  3. Contact Your Bank: Processing times can vary.

If you've done all of this and still have not received your refund, please contact us at info@velvet-home.net .

Exchanges

We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please email us at info@velvet-home.net and send your item to:

Wolfenstalstrasse 1
Aeugstertal, ZH, 8914
Switzerland

Gifts

  • Gift Returns: If the item was marked as a gift when purchased and shipped directly to you, you'll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

  • Gift Purchases: If the item wasn't marked as a gift during purchase, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will be notified about your return.

Return Shipping

  • Shipping Costs: If we choose otherwise, you must bear the direct cost of returning the goods. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

  • Shipping Time: Depending on your location, the time it may take for your exchanged product to reach you may vary.

  • Shipping Insurance: If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item.

Contact Us

For any questions or concerns regarding our Return and Refund Policy, please contact us at info@velvet-home.net. A detailed reason must be provided for any exchange or refund requests.

We appreciate your understanding and thank you for shopping with Velvet Home.