I. Policy Overview
velouraheelsllc.com values every customer’s shopping experience and is committed to handling requests for returns, exchanges, and refunds in a fair and reasonable manner. If you are dissatisfied with an item you have received, or if you discover a quality issue, please review the following policy before submitting a request. All requests will be processed based on the specific circumstances of the order and applicable laws.
II. Timeframe for Return and Exchange Requests
If you wish to return or exchange an item, please submit your request via the contact channels provided on the velouraheelsllc.com website within 30 days of receiving the product. Please include your order number and a brief explanation. Requests submitted after this period will be evaluated on a case-by-case basis, in accordance with applicable laws.
If an item has a quality issue, was sent in error, or differs significantly from your order, please contact us as soon as possible so that we may verify the situation and provide appropriate assistance.
III. Condition of Returned Items
To ensure a smooth return process, items should generally be returned in an unused, unwashed, and undamaged condition, with the original packaging, accessories, and relevant documentation included whenever possible. For returns initiated due to personal preference, we will inspect the condition of the item upon receipt to determine whether it meets the criteria for a return.
For reasons of hygiene, safety, or other valid concerns, items that have been used, washed, damaged, or are otherwise no longer in a condition suitable for resale may not be eligible for return (unless the return is due to a quality issue or as otherwise required by applicable law). In cases involving quality defects or incorrect shipments, we will provide an appropriate solution based on the specific circumstances and applicable laws.
IV. Quality Issues and Incorrect Orders
If an item you receive has a quality defect, shows clear signs of damage sustained during transit, or does not match your order, please contact us through the channels provided on our website. Please include your order details along with photographs or other supporting documentation.
Once verified, we will arrange for a return, exchange, or refund as appropriate. In cases where a quality defect, an incorrect shipment, or any other issue for which we are responsible is confirmed, we will cover the associated return shipping costs.
V. Returns for Non-Quality-Related Reasons
If you wish to return an item for personal reasons—such as a change of mind or because the item is no longer needed—please submit a return request first to receive instructions. In such cases, the customer is generally responsible for any return shipping costs.
Please do not return any items before your request has been approved; doing so may result in the package being unidentifiable or a delay in the processing of your return. If applicable laws stipulate different return rights or provisions regarding the allocation of costs, those laws shall take precedence.
VI. Refund Processing
Once your return request is approved, we will process your refund after receiving the returned item and completing the necessary inspection. Refunds are typically initiated within 3–5 business days; however, the actual time it takes for the funds to reach you may vary depending on your payment method, bank, or payment service provider.
In principle, refunds will be issued to the original payment method. If a refund to the original payment method is not possible due to technical limitations or other valid reasons, we will work with you to determine an alternative solution that complies with legal requirements. The refund amount and any associated costs will be determined based on the specifics of your order, this policy, and applicable laws.
VII. Exchanges
If you would like to exchange an item, please submit a request through the contact channels provided on our website, including the reason for the exchange and the relevant order information. Whether an exchange is possible depends on the condition of the item, current inventory, and other operational factors. If an exchange cannot be arranged, we will discuss other reasonable solutions with you.
For exchanges resulting from product quality issues or the delivery of an incorrect item, we will assume responsibility in accordance with our policies. For exchanges requested for personal reasons, the responsibility for shipping costs will be determined based on the specific circumstances and applicable rules.
VIII. Exceptions to Returns
To the extent permitted by law, returns for non-quality-related reasons may not be accepted in the following cases:
The item has been used, washed, or damaged by the customer.
The item is missing necessary accessories, or its original purchase source cannot be reasonably verified.
The item is no longer in a condition suitable for resale due to improper handling or storage by the customer.
The return request does not meet the criteria set forth in this policy.
These limitations do not affect any rights a customer may have under applicable law regarding products with quality defects, incorrect deliveries, or other instances where the seller is legally liable.
IX. Risks During Return Transit
Customers must properly package items in accordance with the provided return instructions and retain all shipping documentation and tracking information. For orders where the customer is responsible for return shipping costs, we recommend using a traceable shipping method. Arrangements for the transit of returned items, as well as the associated liabilities, will be determined based on the specific circumstances, any agreements between the parties, and applicable law.
X. Contact Us
If you have any questions regarding the return, exchange, or refund process, please reach out to us through the contact channels provided on our website, velouraheelsllc.com. To help us verify and process your request more efficiently, please include your order number, a description of the issue, and any relevant supporting documentation.
Company Name
VELOURA HEELS LLC
Company Address
3660 HENRICO ST
NORFOLK, VA 23513
Email
[email protected]
Phone
+1 2762903027