Refund policy

At Velvet Vault, we are committed to providing our customers with quality products and a smooth shopping experience. Please read our Exchange Policy carefully before placing an order.

7-Day Exchange Policy

We offer a 7-Day Exchange Policy for products that are received in a damaged condition or if an incorrect product has been delivered.

Customers can request an exchange within 7 days of receiving their order by contacting our support team.

Eligible Exchange Cases

An exchange request may be approved in the following situations:

✅ Product received is damaged during transit

✅ Product received is defective or non-functional

✅ Wrong item, color, or variant received

✅ Product is significantly different from what was ordered

Exchange Requirements

To process an exchange request, customers must:

Contact us within 7 days of delivery
Provide the order number
Share clear photos and/or an unboxing video showing the issue
Keep the product in its original condition with packaging, tags, accessories, and invoice (if provided)

Failure to provide sufficient proof may result in the exchange request being declined.

Quality Verification

All exchange requests are reviewed by our support team. Once the issue is verified, an exchange will be arranged for the same product or an equivalent replacement, subject to stock availability.

Exchange Process

Contact our support team with your order details.
Share clear photos/videos of the issue.
Our team will review the request within 24–48 business hours.
Once approved, exchange instructions will be provided.
The replacement product will be shipped after successful verification.

Important Notice

Products must be handled with reasonable care until the exchange process is completed. Items showing signs of misuse, physical damage caused after delivery, or unauthorized modifications may not qualify for exchange.