Replacement and Refund Policy

Exchange and Return Policy - VELVET

Thank you for choosing VELVET for your memory foam pillow products. At VELVET, we aim to provide a clear and secure shopping experience. Below, we outline our comprehensive and detailed exchange and return policy, which governs customer rights and our procedures.

 

 

1. Definitions

  • Customer: The individual or entity who purchased the product from the VELVET store.

  • Product: Any pillow, cover, or accessory sold through the VELVET store.

  • Receipt Date: The date on which the customer receives the shipment, as per the delivery confirmation.

  • Manufacturing Defect: Any defect in manufacturing or materials that renders the product unfit for use according to the advertised specifications.

 

 

2. Exchange and Return Policy

  • General Return Period: Return or exchange requests are accepted within 14 days from the receipt date.

  • Warranty Period for Manufacturing Defects: For manufacturing defects, there is a warranty period of three years (36 months) from the receipt date, covering defects in foam, stitching, or manufacturing materials.

Note: The 14-day period applies to certain offers or discounted products if explicitly stated on the product page.

 

 

3. General Return Conditions

We only accept product returns if the following conditions are met:

  1. The pillow must be unused (not slept on or used).

  2. The item to be returned must be in its original packaging with all accessories and papers inside the box.

  3. It must be clean and free from any stains, odors, or signs of wear resulting from improper use.

  4. Proof of purchase (order number, invoice, or payment notification) must be provided.

  5. The return request must be completed within the specified period (14 days), unless it is a manufacturing defect.

 

 

4. Exchange Conditions

  1. The product can be exchanged for the same model or another available model within 14 days from the receipt date.

  2. The product for exchange must meet the conditions in Clause (3) above.

  3. The customer bears the shipping cost for exchanging the product unless the reason is a manufacturing defect or damage during shipping (see Clause 6).

  4. If the price of the new product is higher, the customer pays the price difference. If it is lower, the difference is refunded to the customer.

 

 

5. Refunds

  1. The amount will be refunded via the original payment method used for the purchase.

  2. After we receive and inspect the product, refund procedures will be processed within 3–5 business days.

  3. It may take 7–14 days for the amount to reflect in the customer's account, depending on the bank or payment provider.

  4. If part of the order is returned (one product from a multiple-item order), the amount will be accurately calculated, taking into account shipping costs and applicable discounts.

 

 

6. Cases of Defects and Damage During Shipping

  1. If the product arrives damaged or defective due to shipping, the customer must photograph the product and shipping box immediately upon receipt and send the images to customer service within 24 hours of receipt.

  2. If damage or defect is proven within this period, VELVET will bear the cost of shipping and exchange or return.

  3. If it is proven that the damage was due to improper storage by the customer after receipt, VELVET is not responsible.

 

 

7. Refund of Shipping Costs and Fees

  1. In general return cases (not resulting from a manufacturing defect), the customer is responsible for the shipping cost both ways, unless otherwise specified.

  2. In cases of manufacturing defects or shipping damage, VELVET bears the shipping cost both ways.

  3. A restocking fee or repacking fee not exceeding 10% of the product value may be deducted in cases where the packaging is intact but with specific conditions (explicitly stated in the product policy if applicable).

 

 

8. Health Product Policy and Preventive Approach

  1. For health and personal hygiene reasons, VELVET does not accept the return of any pillow that has been used or slept on, even if within the 30-day period, unless there is a clear manufacturing defect.

  2. Detachable and washable covers are accepted for exchange or return under general conditions if the anti-germ plastic packaging has not been opened.

 

 

9. Steps for Submitting a Return/Exchange Request (Step-by-Step)

  1. Contact customer service within the specified period through one of the following channels (please replace the information with your store's details):

    • Email: support@velvetstore.com

    • WhatsApp/Phone: +20-000-000-0000

    • Website Form: "Orders/Returns" page on the website

  2. You may be asked to provide the following information:

    • Customer name

    • Order number

    • Receipt date

    • Reason for return

    • Photos or videos illustrating the condition if the reason is damage or a defect

  3. We will provide you with instructions for returning the product (address and sometimes a specific shipping number).

  4. Upon the product's arrival at our warehouses, its condition will be inspected within 48 business hours.

  5. After passing inspection, we will refund the amount according to the conditions or issue a replacement product.

 

 

10. Cases We Absolutely Do Not Accept

  • Products that have been used or show signs of sleep, sweat, or the smell of perfume/smoke.

  • Products where the hygiene seal has been opened, when specified.

  • Products damaged due to incorrect washing or direct drying of foam materials.

  • Non-original covers or products that have been modified or disassembled.

 

 

11. Exchange/Return in Other Countries (International Orders)

  1. For international orders, the same conditions apply, with the following considerations:

    • International return shipping costs are generally borne by the customer, unless the reason is a manufacturing defect.

    • Customs duties or import/export handling fees may apply, which VELVET does not cover.

  2. International customers are advised to contact us before sending any returns for specific instructions and cost estimates.

 

 

12. VELVET Product Limited Warranty

  1. VELVET provides a limited warranty for manufacturing defects for 36 months from the purchase date, which includes:

    • Foam compression within specifications (color return or abnormal internal cracks)

    • Stitching damage or fabric tears resulting from manufacturing

  2. The warranty does not cover:

    • Natural foam wear after prolonged use according to care recommendations

    • Damage caused by excessive pressure, high heat, or humidity

    • Minor changes in appearance that do not affect performance

  3. To make a warranty claim, the customer must provide proof of purchase and photos/videos illustrating the defect.

 

 

13. Recommended Care Methods for Memory Foam Products

  1. Do not wash the foam completely with water. Clean the washable cover according to the washing instructions on the label.

  2. Avoid exposing foam to direct sunlight for prolonged periods.

  3. Use a washable protective cover to protect the foam from liquids and sweat.

  4. Follow the care guide included with each product to maintain its lifespan and performance.

 

 

14. Consumer Protection and Legal Compliance

  1. This exchange and return policy applies in accordance with the local laws applicable in [Insert Country/Applicable Law Name].

  2. Any legal inquiry or dispute concerning this policy shall be referred to the competent judicial authority in [Insert State or Country].

 

 

15. Return/Exchange Request Form (Ready-to-Copy Example)

Return/Exchange Request Form

  • Customer Name:

  • Order Number:

  • Receipt Date:

  • Reason for Return/Exchange:

  • Condition Description:

  • Attachments (Photos/Videos):

  • Customer Preference (Refund/Exchange):

 

 

16. Frequently Asked Questions (FAQ)

Q: Can I return the pillow after trying it for a few nights? A: Unfortunately, we do not accept returns of pillows that have been slept on for health and hygiene reasons, unless there is a clear manufacturing defect.

Q: How long does it take for me to receive a refund? A: Product inspection takes 48 business hours, then refund processing takes 3–5 business days, and it may take up to 7–14 days for the amount to reflect in your bank account.

Q: Are there any repacking fees? A: A repacking fee of up to 10% may apply in cases of returns without a manufacturing defect, and this will be explicitly announced if applicable to a specific product.

 

 

17. Policy Amendments

VELVET reserves the right to amend this policy from time to time. Any amendment displayed on the website shall take effect immediately upon publication.

 

 

18. Contact Us

  • Email: support@velvetstore.com

  • WhatsApp/Phone: 

  • Support Page: www.velvetstore.com/support