1. Return window
Contact HomeVelvet within 30 days of delivery if you want to request a return. A return request is not complete until HomeVelvet reviews it and provides return instructions.
2. How to request a return
Email support@homevelvet.shop and include:
- Your order number.
- The product you want to return.
- The reason for the return.
- Clear photos if the product is damaged, incomplete or different from what you expected.
3. Return shipping
HomeVelvet covers return shipping on approved returns. Because many products are large or heavy, do not arrange your own freight return unless HomeVelvet instructs you to do so.
4. Restocking fee
HomeVelvet does not charge a restocking fee on approved returns.
5. Product condition
Please preserve the product, included parts, hardware and documentation while the return request is being reviewed. Do not intentionally damage, discard, modify or dispose of the product or important components before receiving instructions.
6. Installed or assembled products
Large products can become more difficult to transport after assembly or installation. Contact HomeVelvet before disassembly. We will review the specific product, condition and logistics and explain the available return process.
7. Damaged or incorrect products
If an item arrives damaged, incomplete or incorrect, contact us promptly. Provide photos of the product, packaging, labels and damaged areas when possible. This helps us determine whether replacement parts, replacement product, return or another resolution is appropriate.
8. Refund timing
Approved refunds are issued to the original payment method after the return is received and reviewed or after HomeVelvet confirms another approved resolution. Your bank or payment provider may need additional time to post the refund.
9. Original payment method
Refunds are generally returned to the payment method used for the order. If the original payment method is unavailable, additional verification may be required before another lawful refund method can be considered.
10. Cancellations before shipment
If you need to cancel an order, contact HomeVelvet as soon as possible. Cancellation is not guaranteed after fulfillment, freight coordination or installation planning has begun.
11. Do not refuse or return without instructions
Uncoordinated refusal or return of a large shipment can create additional delays or logistics problems. Contact HomeVelvet first so we can provide the correct return or delivery instructions.