1. Requesting a return
For standard, non-custom stock items, contact us within 14 calendar days after delivery to request return authorization. Do not send goods back until return instructions are provided. Unauthorized returns may be refused or delayed.
2. Return condition
Unless the item is defective or was shipped in error, returned products should be unused, unaltered, clean, in resalable condition and in original case quantities or packaging where reasonably applicable. Partial cases, opened sanitary/food-contact packaging, cut materials and goods damaged after delivery may not qualify for return.
3. Custom and special-order goods
Custom-printed, made-to-order, converted, cut-to-size, customer-specific or non-stock products are generally not returnable for convenience. If such goods are defective or materially fail to match the approved specification, contact us promptly so the issue can be reviewed.
4. Damage, shortage or incorrect items
Inspect shipments promptly. Visible freight damage, concealed damage, shortages or incorrect items should be reported within 5 business days after delivery, together with the order reference, affected SKU, quantity and clear photographs where useful. Keep packaging and freight labels until the issue is resolved.
5. Return freight and fees
If we confirm that an item was shipped incorrectly or is defective, we will provide the appropriate remedy and return instructions. For approved convenience returns, the buyer may be responsible for return freight and reasonable restocking or handling costs disclosed during authorization.
6. Refunds or credits
After an authorized return is received and inspected, any approved refund or account credit will be processed according to the original payment arrangement or agreed business terms. Original outbound freight, expedited service and other nonrecoverable charges may be excluded unless the return results from our confirmed error.
7. Cancellations
Stock-item orders may sometimes be canceled before picking or shipment. Custom or production orders may become non-cancelable after materials are committed, proofs are approved or manufacturing begins. Contact us as soon as possible if a change is required.
8. Contact
Return requests should be sent to info@velvetglowllc.online with your company name, order or quote reference, SKU, quantity and reason for the request.