Return and Refund

Return & Refund Policy

Effective Date: 08-07-2026

At Velvet Grid, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help. Please read our Return & Refund Policy carefully to understand the conditions and process for returns, exchanges, and refunds.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • The return request must be made within 1-2 DAYS of receiving your order.

  • The item must be unused, unworn, unwashed (if applicable), and in its original condition.

  • All original tags, labels, accessories, manuals, and packaging must be included.

  • Proof of purchase, such as your order confirmation or invoice, is required.

  • The item must not fall under our list of non-returnable products.

We reserve the right to refuse returns that do not meet these eligibility requirements.

2. Return Timeframe

You may request a return within 1-2 DAYS from the date your order is delivered.

Requests submitted after this period may not be eligible for return unless required by applicable law or approved at our discretion.

3. How to Request a Return

To initiate a return:

  1. Contact our customer support team at contact@velvetgrid.store.

  2. Include your:

    • Order number

    • Reason for the return

    • Photos of the product (if damaged, defective, or incorrect)

  3. Once your request is reviewed and approved, we will provide return instructions.

Please do not send products back without prior authorization, as this may delay or prevent processing.

4. Refund Process

After we receive and inspect your returned item, we will notify you of the status of your refund.

If your return is approved:

  • Your refund will be processed to the original payment method whenever possible.

  • If the original payment method is unavailable, an alternative refund method may be arranged where permitted.

  • Refunds are typically processed within 7-14 DAYS after the return has been approved.

Please note that your bank, payment provider, or card issuer may require additional time to post the refund to your account.

Shipping charges, if any, are generally non-refundable unless the return is due to our error or a defective product.

5. Exchanges

We are happy to offer exchanges for eligible products, subject to stock availability.

You may request an exchange if:

  • You received the wrong item.

  • The product arrived damaged or defective.

  • You require a replacement for an eligible item (such as a different size or color, if available).

If the requested replacement is unavailable, we may offer a refund or store credit, as applicable.

6. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, or incorrect, please contact us within1-2 DAYS of delivery.

Please include:

  • Your order number

  • A description of the issue

  • Clear photographs or videos showing the product and packaging

After reviewing your claim, we may offer one of the following:

  • A replacement

  • An exchange

  • A full or partial refund

  • Another appropriate resolution, depending on the circumstances

7. Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged, defective, or incorrect:

  • Gift cards

  • Downloadable or digital products

  • Personalized or custom-made items

  • Perishable goods

  • Hygiene or personal care products that have been opened or used

  • Intimate apparel, where applicable

  • Clearance, final sale, or non-returnable promotional items (unless otherwise stated)

Additional product-specific exclusions may be mentioned on the product page.

8. Return Shipping Costs

Unless the return is due to our error, a damaged product, or a defective item:

  • Customers are responsible for return shipping costs.

  • Original shipping charges are generally not refundable.

  • If we provide a prepaid return shipping label, the cost may be deducted from your refund where applicable.

If the return is due to our mistake or a verified defective product, we will cover the reasonable return shipping costs.

9. Cancellations

Orders may be cancelled before they are shipped by contacting us as soon as possible.

Once an order has been dispatched, cancellation may no longer be possible, and you may need to follow the return process after delivery.

10. Refund Exceptions

Refunds may be refused if:

  • The returned item is damaged due to misuse.

  • Required parts or accessories are missing.

  • The product has been altered or modified.

  • The return request falls outside the eligible return period.

  • The product does not meet our return eligibility criteria.

11. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our business practices or legal requirements.

Any updates will be posted on this page along with the revised Effective Date.

12. Contact Us

If you have any questions regarding returns, refunds, or exchanges, please contact us:

Store Name: Velvet Grid

Email: contact@velvetgrid.store

Customer Support Hours: 7:00 AM-9:00 PM

Our team is committed to resolving your concerns fairly and as quickly as possible.