1. REFUND POLICY

Return & Refund Policy

We want you to love your Velvethex pieces. If something isn't right, here's how returns work.

Return window

You have 20 days from the date your order is delivered to request a return. Requests made after 20 days cannot be accepted.

Condition requirements

To be eligible for a return, items must be:

• Unworn and unwashed
• Free of stains, odors, pet hair and damage
• In their original condition with all tags still attached

Items that do not meet these conditions will be returned to you and no refund will be issued.

How to start a return

Email us at velvethexcustomer@outlook.com with your order number and the reason for your return. We'll reply with return instructions and the correct return address. Please do not send items back before contacting us  unauthorized returns cannot be processed.

Return shipping costs

Customers are responsible for return shipping costs. We recommend using a tracked service, as we cannot issue a refund for a return we never receive.

If your item arrived damaged, defective, or we sent you the wrong item, we cover return shipping entirely. Email us photos within 7 days of delivery and we'll make it right.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the funds to appear on your statement.

Original shipping charges are non-refundable, except where the return is due to our error.

Exchanges

The fastest way to exchange for a different size is to return your original item for a refund and place a new order.

Order cancellations

Orders can be cancelled for a full refund if your request reaches us before the order has been shipped. Once an order has shipped, our standard return process applies.

Questions

Email velvethexcustomer@outlook.com and we'll help.

Fernandez Company LLC, Woodbridge, New Jersey, United States