Return & Refund Policies

Refund & Return Policy

Last Updated: August 20, 2025

Effective Date: August 20, 2025

Velcoll.com (operated by Velvet Collection New York LLC) wants you to feel confident in your purchase. This policy explains the rules for returns, refunds, and exchanges. By purchasing from Velcoll.com, you agree to this policy.

1. Return Eligibility

To be eligible for a return:

  • You must request a return within 14 calendar days of receiving your order.
  • Items must be unopened, unused, and in their original condition and packaging.
  • Safety seals, hygiene seals, and tamper-evident packaging must remain intact.
  • Proof of purchase (order number, receipt, or confirmation email) is required.

Returns that do not meet these conditions will not be accepted.

2. Non-Returnable Items

For hygiene, safety, or legal reasons, the following items cannot be returned:

  • Products that have been opened, used, or tampered with
  • Items marked as Final Sale
  • Gift cards
  • Free promotional items or samples

Velcoll.com reserves the right to refuse any return that does not comply with this policy.

3. Refunds

  • Once we receive and inspect your return, we will notify you of approval or denial.
  • If approved, a refund will be issued to your original payment method.
  • Refunds typically appear within 3–10 business days, depending on your payment provider. Bank or card processing times may vary.
  • If more than 15 business days have passed since approval, contact us at Communicate@velcoll.com.

Note: Original shipping fees are non-refundable, unless the return is due to our error (e.g., wrong item or defective product).

4. Exchanges

  • We do not offer direct exchanges.
  • To receive a different item, you must return the original (if eligible) and place a new order.

5. How to Request a Return

  1. Email Communicate@velcoll.com with your order number and reason for return.
  2. If approved, we will provide return instructions and the appropriate return address.
  3. Customers are responsible for return shipping costs, unless otherwise specified.

Tip: Use a trackable shipping method, as Velcoll.com is not responsible for lost or undelivered return parcels.

6. Damaged, Defective, or Incorrect Items

  • If your order arrives damaged, defective, or incorrect, contact us within 3 days of delivery.
  • Include your order number and clear photos of the issue.
  • Velcoll.com will resolve the matter with a refund, replacement, or store credit, depending on the situation.

7. Third-Party Manufacturer Products

  • Velcoll.com sells/resells products made by third-party manufacturers.
  • We are not responsible for product defects, usage outcomes, or specific ingredient questions.
  • For product-specific inquiries, including safety, ingredients, or usage instructions, customers should contact the manufacturer directly.

8. Right to Refuse Returns

Velcoll.com reserves the right to deny returns or refunds if:

  • Items do not meet the stated return conditions
  • Returns are made without prior approval
  • Returns are suspected of abuse, fraud, or manipulation

9. Limitation of Liability

  • Velcoll.com is not liable for indirect, incidental, or consequential damages related to returns, refunds, or product usage.
  • Our total liability is limited to the purchase price of the product, to the fullest extent permitted by law.

10. Children’s Protection

  • Products are not intended for children under 13 (or higher local digital consent age).
  • Parents or guardians should supervise product use and may contact Velcoll.com to request removal of any personal data related to a minor.

11. Contact Us

For questions about returns, refunds, or product issues:

Email: Communicate@velcoll.com

Business Name: Velvet Collection New York LLC