Return & Refund Policy

Return & Refund Policy

At Velvortal, we strive to provide a simple, transparent, and reliable return and refund experience for every customer. This policy outlines the requirements, procedures, and timeframes related to order cancellations, returns, exchanges, and refunds for purchases made through our online store.

Please carefully review the following terms before submitting any return or refund request.

Order Cancellation Before Shipment

If your order has not yet been processed or shipped, you may request a cancellation at any time.

Approved cancellation requests will receive a complete refund of the total amount paid. No cancellation fees or additional charges will be deducted.

To ensure your request can be processed successfully, we recommend contacting our customer service team as soon as possible after placing your order.

Returns and Exchanges

For eligible home and furniture products purchased from our store, customers may request a return, exchange, or refund within 30 days after receiving their order.

Requests submitted after the 30-day return period may not be accepted.

Damaged, Defective, or Incorrect Products

If your order arrives damaged, has a manufacturing defect, or differs from the product originally ordered, you may be eligible for a replacement, full refund, or partial refund depending on the specific circumstances.

This includes situations such as:

  • Incorrect model, color, size, or product variation received

  • Manufacturing defects affecting product use

  • Damage occurring during shipping or delivery

Each case will be reviewed individually to determine the most appropriate solution.

Return Eligibility Requirements

To qualify for a return or exchange, the item must meet the following conditions:

  • The product must be unused and remain in new, resalable condition.

  • The item must not have any signs of use, stains, misuse, or damage caused by the customer.

  • Original packaging should be used whenever possible to ensure safe transportation during the return process.

  • If the original packaging is unavailable, the customer must ensure the product is securely packaged to prevent damage.

  • All accessories, manuals, warranty documents, and included components must be returned together with the product.

  • Product labels, tags, and identification markings must remain attached and undamaged.

Return and Exchange Process

Step 1 – Submit a Return Request

To begin the return or exchange process, please contact our customer support team by email and provide the following information:

  • Order number

  • Reason for requesting a return or exchange

  • Photos or videos of the product, if applicable

If you require additional assistance, you may also contact us by phone. Our support team will guide you through the next steps.

Step 2 – Request Review

Once we receive your request, our team will review the submitted information, including:

  • Verification of order details and payment records

  • Confirmation that the request is submitted within the eligible return period

  • Assessment of the product condition and reported issue

Additional details or supporting information may be requested when necessary.

Step 3 – Return Approval and Shipping

If your request is approved, we will provide the authorized return address and detailed return instructions.

Before sending the item back, please ensure that:

  • The product is packaged securely to prevent damage during transportation.

  • A return or exchange form containing your order information and reason for return is included.

  • A shipping method with tracking information is selected whenever possible.

Each order includes a return label. Please use the provided label for approved returns whenever applicable. If the label is unavailable, lost, or cannot be used, please contact our customer support team before arranging the shipment.

Refunds

After the returned product arrives at our facility, it will be inspected to confirm that it meets the return requirements.

Once the inspection is completed and the return has been approved, the refund will be issued through the original payment method used during checkout.

Refund Processing Time

  • Processing Time: Within 5 business days after return approval.

  • Refund Method: Refunds are issued to the original payment method to ensure transaction security and verification.

Please note that your bank or payment provider may require additional time before the refunded amount appears in your account.

Return Shipping Costs

Returns Covered by Velvortal

Velvortal will cover return shipping costs when the return is caused by:

  • Manufacturing defects

  • Shipping-related damage

  • Incorrect products being delivered

  • Fulfillment mistakes made by our team

When applicable, the return label included with your order may be used for eligible returns.

Customer-Paid Returns

If the return is requested due to personal preference or reasons unrelated to product defects or fulfillment errors, the customer is responsible for the return shipping costs.

For added protection, we recommend using a shipping service with tracking and keeping the shipping receipt until the return process has been completed.

Non-Eligible Returns

A return or exchange request may be declined if:

  • The product has been damaged due to improper use or handling by the customer.

  • Required accessories, components, or essential parts are missing.

  • The product is no longer in a condition suitable for resale.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact our customer support team:

Phone:
+1 (301) 332-4211

Email:
support@velvortal.com

Address:
500 17th St NE #5, Washington, DC 20002, United States

Business Hours:
Monday – Friday, 9:00 AM – 6:00 PM (Central Time, US)