Refund policy

Last Updated: September 5, 2026

At Velvettray, customer satisfaction is important to us. We want you to feel confident when shopping with us. This Return and Refund Policy explains the conditions and procedures for returns, refunds, exchanges, damaged items, and order issues.

30-Day Return Policy

We offer free returns within 30 days of delivery.

To be eligible for a return, your item must generally be in the same condition in which you received it, unused or unworn where applicable, and returned with any original packaging, accessories, or components included with the product.

You may also be asked to provide your order number or other proof of purchase so that we can locate and verify your order.

To request a return, please contact us at support@Velvettray.store before sending any product back. Our customer support team will review your request and provide return instructions.

Please do not send a return to our business address unless our customer support team has specifically instructed you to do so.

Free Returns

Eligible returns submitted within the 30-day return period are free of charge. Where a return shipment is required, we will provide appropriate return instructions and, where applicable, a prepaid return shipping method.

Customers should follow the return instructions provided by our support team. Returns sent independently to an unauthorized location may result in delays in processing.

Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. If an item arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible at support@Velvettray.store.

Please include your order number, a description of the issue, and clear photographs of the item and packaging where appropriate. This information helps us review the issue and determine the appropriate resolution.

Depending on the circumstances, we may offer a replacement, refund, or another appropriate solution at no additional cost to you.

Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law, including:

Items that have been materially used, altered, or damaged after delivery.
Items returned without required components or accessories.
Personalized or custom-made products, unless defective or incorrectly supplied.
Gift cards, where applicable.
Items that cannot reasonably be returned for hygiene, health, or safety reasons after being opened, where applicable.

These exclusions do not limit any rights you may have under applicable consumer protection laws.

Exchanges

If you would like a different item, color, style, or variant, please contact us. Depending on availability and the circumstances of your order, we may arrange an exchange or ask you to return the original product and place a new order.

Refunds

Once an eligible return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method. The time required for the refund to appear in your account may vary depending on your bank, credit card issuer, payment provider, or financial institution.

Original shipping charges are not refundable where separately charged unless required by law or the refund results from an error on our part. Since Velvettray currently offers free standard worldwide shipping, no standard outbound shipping fee is normally charged.

Order Cancellations

If you need to cancel or modify an order, contact us as soon as possible. We will make reasonable efforts to accommodate your request; however, once an order has entered processing or has been shipped, cancellation or modification may no longer be possible.

Consumer Rights

Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted under applicable consumer protection laws.