Return & Refund Policy

At Velvioran™, we want you to feel comfortable shopping with us. This policy explains how return requests, replacements, and refunds are handled for eligible orders.

1. Return Window

We accept eligible return requests within 30 days of the date your order is delivered.

To qualify for a return, the item must meet all of the following conditions:

  • It must be in the same condition in which it was received
  • It must not be used, worn, or damaged by the customer
  • It must be returned in its original packaging
  • Proof of purchase, such as an order confirmation or receipt, must be provided

2. How to Request a Return

To request a return, please contact our support team at:

Email: service@velvioran.com

If your return is approved, we will provide instructions for the next steps. In approved cases, a return shipping label may be issued along with the correct return procedure.

Please note:

  • Returns sent without prior authorization will not be accepted
  • You must contact us first before shipping any item back

3. Damaged, Defective, or Incorrect Items

Please inspect your package as soon as it arrives.

If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly at service@velvioran.com. Please include your order number and clear photos so we can review the issue and help resolve it.

4. Items That Cannot Be Returned

Some products are not eligible for return. These may include:

  • Personalized or custom-made items
  • Personal care or hygiene-related items
  • Perishable goods
  • Hazardous materials or flammable products
  • Gift cards
  • Final sale or clearance items

Shipping charges paid at checkout are also non-refundable unless the return is due to our error.

If you are unsure whether your item is returnable, please contact us before submitting a request.

5. Exchanges

We do not process direct product exchanges in all cases.

If you would like a different item, the usual process is:

  • Request a return for the original product
  • Wait until the return is approved
  • Place a new order for the item you prefer

This is typically the fastest way to receive a replacement product.

6. European Union 14-Day Cancellation Right

For orders delivered to countries within the European Union, customers may have the right to cancel or return an order within 14 days of delivery for any reason.

To qualify under this provision, the item must:

  • Be unused and in resellable condition
  • Include original packaging and any tags, where applicable
  • Be accompanied by proof of purchase

This EU right applies where required by law, even if it differs from our standard return terms.

7. Refund Process

After we receive your returned item, we will inspect it and let you know whether the refund has been approved.

If approved:

  • The refund will be sent back to your original payment method
  • Please allow up to 10 business days for the refund to be processed after approval

Keep in mind that your bank, card issuer, or payment provider may need additional time to post the funds to your account.

If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at service@velvioran.com.

8. Return Shipping and Return Address

Do not send items back without contacting us first.

A valid return authorization and return instructions from Velvioran™ are required before any package is sent back. If approved, we will provide the correct return handling information.

9. Contact Information

If you need help with a return or refund request, please contact us here:

Velvioran™
Phone: (323) 933-2100
Email: service@velvioran.com
Address:
The Urban Pet
7515 Beverly Blvd
Los Angeles, CA 90036
United States

Thank you for shopping with Velvioran™. We appreciate your trust and will always do our best to provide a fair and helpful resolution when issues arise.