Refund policy

2 Year Warranty

1. Warranty Coverage:

This warranty covers defects in materials and workmanship under normal use for a period of two (2) years from the date of purchase.

2. Eligibility:

To be eligible for warranty service, the product must be purchased directly from our online store or an authorized retailer. Proof of purchase, such as a receipt or order confirmation, is required to validate the warranty.

3. What Is Not Covered:

This warranty does not cover:

Damage due to misuse (including not following displayed washing instructions) or accidents.

Unauthorized repairs or modifications.

Normal wear and tear or aging.

4.Warranty Claims:

To initiate a warranty claim, the customer must:

Provide proof of purchase and a description of the defect with photographs.

Follow any additional instructions provided by our support team.

5.Remedies:

Upon validation of a warranty claim, we will, at our discretion, replace the product or product element with a new item.

6. Return Shipping Costs:

The customer is responsible for any return shipping costs associated with warranty claims, unless otherwise specified in writing by our customer experience team.

7. Limitation of Liability:

The warranty is limited to the original purchaser and is non-transferable. Our liability under this warranty shall be limited to the replacement or refund of the product, with no additional liability for any direct, incidental, or consequential damages.

8. Governing Law:

These terms and conditions are governed by the laws of England and Wales. Any disputes arising under or in connection with this warranty shall be subject to the exclusive jurisdiction of the courts located in England and Wales

9. Modifications:

We reserve the right to amend these warranty terms and conditions at any time. Any changes will be communicated through our website or via email notification to our customers.

10. Contact Information:

For any questions regarding the warranty or to submit a claim, please do so by using our contact form

By purchasing our product, you acknowledge that you have read, understood, and agree to these terms and conditions. ‎

To start a return, you can contact us at Relax@Velvoyage.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at Relax@velvoyage.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at Relax@velvoyage.com.