Return & Refund Policy

Last updated: September 21, 2026

At Velourmotif, we want you to be satisfied with your purchase. If there is a problem with your order, please contact us as soon as possible so we can review the issue and work toward an appropriate solution.

Because our products are fulfilled by third-party fulfillment partners, including TeemDrop, certain return, refund, and replacement procedures are subject to our fulfillment partner's applicable policies.

1. Damaged, Defective or Faulty Items

If your order arrives damaged, defective, faulty, or with a significant quality issue, please contact us within 30 days of delivery.

To help us resolve your claim, please provide:

• Your order number

• Clear photographs of the product

• Photographs of the packaging, where applicable

• A video showing the issue where photographs are insufficient

• A brief description of the problem

Depending on the circumstances, we may offer:

• A replacement at no additional product cost;

• A full refund;

• A partial refund where appropriate; or

• Another suitable resolution.

Claims are reviewed individually and may require additional evidence before a resolution can be provided.

2. Incorrect or Missing Items

If you receive an incorrect product, incorrect colour or size, or an order with missing components, please contact us as soon as possible.

We may request photographs, measurements, or other evidence to verify the issue.

Depending on the circumstances, we may provide a replacement, resend the missing component, or issue an appropriate refund.

3. Returns for Change of Mind

We accept eligible returns for products that are not defective or damaged provided that the return request is submitted within 7 days of receiving the product.

For a change-of-mind return:

• The product must be unused and in its original condition.

• Original packaging, tags and accessories should be included.

• You must contact us and receive return authorization before sending anything back.

• You are responsible for the return shipping costs.

• The product must be returned to the designated return location provided by us.

Once the returned product is received, it may undergo an inspection.

If the return is approved, the original product cost may be refunded. Original shipping costs, taxes, duties and other non-product charges are generally non-refundable.

4. Items That Cannot Be Returned

We may not accept returns where:

• The return request is submitted more than 7 days after delivery for a non-quality-related return.

• The product has been used, damaged, altered or misused by the customer.

• The product is returned without authorization.

• The product is missing its original components, packaging or accessories where these are required for the return.

• The product was damaged because of incorrect installation, improper use or failure to follow the manufacturer's instructions.

• The package could not be delivered because an incorrect or incomplete shipping address was provided by the customer.

Certain customized or made-to-order products may also be subject to additional restrictions.

5. Lost or Undelivered Orders

If your order has not arrived, please contact us so that we can investigate the shipment.

Where tracking indicates that a package has been delivered, we may require additional information or documentation before a non-delivery claim can be considered.

If a package is returned because of an incorrect address, refusal of delivery, failure to collect the package, or another reason attributable to the customer, additional shipping or reshipment charges may apply.

6. Shipping Delays

International shipping times can vary due to customs clearance, carrier delays, weather, holidays and other circumstances outside our control.

A shipping delay does not automatically qualify for a refund.

If an order is significantly delayed or becomes eligible for a fulfillment-provider investigation, we will work with the relevant fulfillment provider to determine the available resolution.

7. Order Cancellations

Cancellation requests should be submitted as soon as possible after placing an order.

If an order has not yet been processed by our fulfillment partner, we will make reasonable efforts to cancel it.

Once an order has entered processing, procurement, customization or shipment, cancellation may no longer be possible.

8. Refund Processing

Once your refund has been approved, we will initiate the refund to the original payment method used for the purchase.

The time required for the funds to appear in your account depends on your bank, card issuer or payment provider.

Please note that approved refunds may not include original shipping charges, taxes, duties or other non-refundable fees unless otherwise required by applicable law or the issue was caused by an error on our part.

9. Evidence and Claims

For damaged, defective, incorrect or missing products, we may require photographs, videos, screenshots or other documentation before processing a claim.

Please keep the product and its packaging until your claim has been resolved.

In some cases, the fulfillment provider may require the product to be returned for inspection before a refund or other resolution can be finalized.

10. How to Request a Return or Refund

Please contact us through our customer support channel with:

Subject: Return/Refund Request – [Order Number]

Please include:

• Full name

• Order number

• Product name

• Reason for the request

• Photos or video evidence, where applicable

Do not send products back to the sender's address shown on the original package without receiving return instructions from us first.

We will review your request and provide the appropriate next steps.

11. Our Commitment

We aim to handle every return and refund request fairly and efficiently. Where an issue is caused by a defective, damaged, incorrect or missing product, we will work with our fulfillment partner to find an appropriate resolution.

This policy does not limit any rights or protections you may have under applicable consumer protection laws.

Velourmotif
Drive in your own style.