Refund policy

At Velvique, customer satisfaction is our highest priority. We want every purchase to meet your expectations. If for any reason you are not completely satisfied with your order, we offer a straightforward 30-day return and refund policy to ensure a worry-free shopping experience.

1. Return Eligibility

You may request a return within 30 days of receiving your order.

To qualify for a return, items should:

  • Be unused or only minimally handled.
  • Be in their original condition.
  • Include original packaging whenever possible.
  • Include all accessories or components that were originally delivered.

Returns that do not meet these conditions may still be reviewed individually depending on the circumstances.

2. Free Returns

Velvique proudly offers free returns worldwide.

If your return request is approved, our support team will provide instructions for completing the return process.

Please do not send products back without contacting us first, as this may delay processing.

3. Non-Returnable Items

Certain products cannot be returned for hygiene or safety reasons once opened or used, including:

  • Personal hygiene products
  • Customized or personalized items
  • Gift cards
  • Products marked as final sale

If you are unsure whether your item qualifies, please contact our customer support team before initiating a return.

4. Damaged or Incorrect Items

Please inspect your package immediately after delivery.

If your order arrives:

  • Damaged
  • Defective
  • Incomplete
  • Incorrect

Please contact us within 7 days of delivery.

To help us resolve the issue quickly, please include:

  • Your order number
  • Photos of the product
  • Photos of the packaging
  • A brief description of the issue

Whenever possible, we will provide a replacement at no additional cost or issue a full refund.

5. Refund Process

After we receive and inspect your returned item, we will notify you of the outcome.

If approved, your refund will be issued to your original payment method.

Refund processing times vary depending on your payment provider but generally take 5–10 business days after approval.

Shipping fees, if applicable, may also be refunded when the return is due to our error or a defective product.

6. Order Cancellation

Orders may be cancelled before they have entered processing or shipment.

If your order has already been dispatched, it cannot be cancelled. However, you may request a return after delivery under this policy.

7. Exchanges

If you received a damaged or defective item, we are happy to arrange an exchange when inventory is available.

If a replacement is unavailable, we will offer a suitable alternative or provide a full refund.

8. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account.
  • Contact your credit card provider.
  • Contact your payment provider.

If you still require assistance, please reach out to us at support@velvique.space.

9. Contact

If you have any questions regarding returns or refunds, please contact:

Velvique

Website: Velvique.space

Email: support@velvique.space

Phone: +1 (604) 224-0312

Address:

4585 5th Ave W

Vancouver, BC V6R 1S6

Canada

We are committed to making every return process simple, fair, and customer-friendly.