Return Policy

 

Return and Refund Policy

This Return and Refund Policy complies with applicable EU consumer protection law (Directive 2011/83/EU) and Swiss law (Code of Obligations & UWG).

1. Right of Withdrawal

You have the right to withdraw from your purchase within 14 days from the day you or a third party designated by you (other than the carrier) receives the goods.

To exercise your right of withdrawal, you must notify us by email at info@velvet-home.net with a clear statement of your decision to withdraw from the contract.

2. Conditions for Returns

Returned items must:

  • Be unused and not excessively handled

  • Be complete and suitable for resale

  • Be returned in their original packaging where reasonably possible

You may open and inspect the goods as you would in a physical store.

However, in accordance with EU and Swiss law, you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

3. Excluded Items – No Right of Withdrawal

The right of withdrawal does not apply to the following items, as permitted by law:

  • Hygienic or sanitary items (including but not limited to Filtered Shower Heads, shower filters, and bathroom accessories that come into contact with water or skin)

  • Gift cards

  • Downloadable or digital content

  • Health and personal care items

For hygienic and sanitary items, the right of withdrawal expires once the item is used. 

4. Damaged or Broken Items

Damage on Arrival

If an item arrives damaged or defective, you must contact us within 48 hours of delivery and provide clear photo and/or video evidence, including the original packaging.

Returned Broken Items

  • Items returned broken (unless stated beforehand), damaged, or altered are not eligible for any refund.

  • This applies where the damage occurred after delivery to the customer.

5. Refunds

Once we have received and inspected the returned goods, we will notify you of the approval or rejection of your refund.

Approved Refunds

If approved, the refund will be issued to the original payment method within 14 days after receipt of the returned goods.

6. Shipping Costs

Standard / Free Shipping

  • Standard or free shipping costs are non-refundable

  • Return shipping costs are borne by the customer

Fast / Express Shipping

If fast or express shipping was purchased at checkout, this shipping cost will be refunded, provided that:

  • The right of withdrawal is exercised correctly and within 14 days

  • All return conditions set out in this policy are met

7. Sale and Discounted Items

Sale or discounted items are refundable in accordance with the statutory right of withdrawal, unless they fall under a legal exemption (such as used hygienic or sanitary items).

8. Exchanges

We only offer exchanges for items that are defective or damaged upon arrival, provided the issue is reported within 48 hours of delivery.

To request an exchange, please contact info@velvet-home.net.

Approved returns must be sent to:

Wolfenstalstrasse 1

Aeugstertal, ZH, 8914

Switzerland

9. Return Shipping

  • Return shipping is not included, even if free shipping was originally offered

  • We strongly recommend using a tracked and insured shipping service

  • We are not responsible for items lost or damaged during return transit

10. Gifts

Gift Orders

If the item was marked as a gift and shipped directly to you, you will receive store credit once the return is approved.

Non-Gift Orders

If the item was not marked as a gift, the refund will be issued to the original purchaser.

11. Contact

For all return, refund, or exchange requests, please contact info@velvet-home.net.

A clear and detailed explanation is required.

Velvet Home reserves the right to refuse returns that do not comply with this policy or applicable law.