Refund policy

We are committed to creating the best shopping experience for you, but we understand that sometimes an item may not be suitable and you need to exchange or return it. You can exchange or return your order within 14 days of receiving your package. This means you have 14 days from the date you receive your item to request a return. If more than 14 days have passed since you received your product, unfortunately, we cannot offer you a refund or exchange.

To initiate a return, you can contact us at info@velvetmx.com Please specify your order confirmation number, full name, email address or phone number, whether you would like a refund or exchange, the reason, and attach photos of the defects. Once we receive your request, our customer service team will forward it to the appropriate team for evaluation and approval.

Return policy

To initiate the refund process, please contact us by email at info@velvetmx.com and we will give you the address of our warehouses.

You can initiate a return within 14 days of receiving your package. For your items to be eligible for a return or refund, they must show no signs of use and must be in their original packaging.

You can start the return process by contacting our customer service team at info@velvetmx.com We will contact you to provide you with the return form and address.

Return shipping costs
You are responsible for all return shipping costs. As stated in our shipping policy, all orders are processed and shipped from our warehouse in China. Therefore, the package must be returned to the warehouse. Once the return process begins, you will receive a return shipping label with the appropriate address.

Package damaged?
If your package arrives damaged, immediately take a photo as proof of the package and its contents. Then send it to info@velvetmx.com along with your order number so that our customer service team can find a solution for you.

Please note that you must do so within 24 hours of receiving the package; otherwise, your claim will be considered invalid.

Refunds
Once we receive and inspect your return, we will notify you by email whether we accept it. If so, you can expect your refund within 14 days using the same payment method you used to place your order in our store.

If your refund is delayed, please contact your bank or payment service provider. If the problem is not with them, please contact us at info@velvetmx.com .