Refund Policy

Refund Policy – Velvet Ivy

Last updated: 2025

Thank you for shopping at Velvet Ivy. We want you to have the best experience with us.
If for any reason you are not satisfied with your purchase, please review our refund policy below.

1. Order Cancellations

You may request a cancellation within 12 hours of placing your order, as long as it has not been processed or shipped yet.
After this window, we cannot guarantee cancellation since your order may already be in preparation.

To request a cancellation:
📩 contact@velvetivy.com

2. Refunds (when applicable)

We offer full refunds in the following cases:

✔ Defective or damaged product

If your item arrives broken, defective, or damaged, please send us within 7 days:

  • Order number

  • Photo or video showing the issue

  • Outer packaging (if possible)

After verification, we will resend the product or issue a full refund, depending on your preference.

✔ Wrong item received

If you received the wrong product, we will correct the mistake immediately.
You may choose between:

  • Free replacement

  • Full refund

3. When refunds are NOT eligible

Refunds are not provided in the following situations:

  • Change of mind after the order has shipped

  • Incorrect or incomplete address provided at checkout

  • Recipient unavailable and package returned

  • Package marked as delivered by the carrier

  • Damage caused after the product is received

  • Minor color differences due to screen or lighting variations

4. Sale Items

Sale items follow the same refund rules as regular items.
We do not use “all sales are final” terms.

5. Refund Processing Time

Once approved, refunds are processed within 7 business days.
Depending on your bank or card issuer, it may take 3–15 business days for the refund to appear in your account.

6. Late or Missing Refunds

If you haven’t received your refund:

  1. Check your bank account again

  2. Contact your credit card company

  3. Contact your bank

If the issue persists, email us:
📩 contact@velvetivy.com

7. Exchanges

We do not offer direct exchanges (for size, color, or model).
However, we can assist by sending a replacement in eligible cases or offering a special discount for a new order.

8. How to request a refund

Send an email with the subject "Refund – Order #XXXX" to:
📩 contact@velvetivy.com

Please include:

  • Full name

  • Order number

  • Reason for the request

  • Photos or videos (if applicable)

We respond within 48 business hours.