Refund Policy

This Refund Policy explains exactly how Velviko handles refunds once a returned item has made its way back to us, roughly how long the process typically takes from start to finish, and what steps you can take if something about your refund doesn't seem right. If you're looking for information on how to actually send an item back to us in the first place, including eligibility and return conditions, please check our separate Return Policy, which covers that side of things in much greater detail.

We built this policy to be as clear and predictable as possible, because we know that waiting on a refund can be a little stressful, especially if you're not sure what's happening behind the scenes. Below, we walk through every stage of the process — from the moment your return lands back with us, right through to the money actually appearing in your account — so you always know roughly where things stand and what to expect next.

All amounts referenced anywhere in this policy are processed and issued in USD ($).

We are currently operating only within the United States, and all of our policies apply to the United States at this time. In the future, if we begin operating internationally, our policies will be updated accordingly.

How the Refund Process Actually Works

Once your returned item physically arrives at our facility, our team carefully inspects it to confirm that it meets all of the conditions required for a refund — things like being unworn, unwashed, free of odour or alteration, and returned complete with its original tags and packaging. This inspection isn't a formality; it's the step that protects both you and us, since it's how we confirm that what came back is actually eligible under our Return Policy before any money changes hands.

During inspection, our team compares the item against the details you provided when you first requested return authorization, so it helps to make sure your order number and description match what's actually in the parcel. If everything checks out, the refund moves straight into processing. If something about the item doesn't match what was expected — for example, if it shows signs of wear that weren't mentioned, or arrives without its original tags — we'll pause and reach out to you before making a final decision, rather than declining the refund outright without explanation.

After that inspection has been fully completed, we'll follow up with an email letting you know whether your refund has been approved, or in less common cases, declined, along with the reasoning behind that decision. If a refund is declined, we'll always tell you why, and where possible, we'll let you know whether there's anything you can do to resolve the issue, such as returning a missing tag or providing further information.

Approved refunds are always issued back to the exact same payment method that was originally used to place the order in the first place — unfortunately, we're not able to redirect a refund to a different card, a different account, or an entirely different payment method than the one you originally checked out with. This applies regardless of the reason for your refund, and it's a security measure as much as a policy one, since it helps confirm that funds are only ever returned to the person who actually paid for the order.

If you originally paid using PayPal, your refund will be returned to your PayPal balance or linked funding source, following PayPal's own processing timelines. If you paid by card, the refund will be issued back to that same card, and will typically appear as a credit on a future statement rather than as cash in a separate account.

How Long the Whole Process Takes

Once we've received your returned item and completed our inspection, approved refunds are typically processed on our end within 10 business days. In many cases this happens sooner, particularly outside of busy periods, but we use 10 business days as a realistic outer estimate so you're not left wondering if something has gone wrong.

It's worth breaking this down into its separate stages, since "how long will my refund take" is really a question about a few different steps stacked on top of each other:

• Transit time back to us: how long your return parcel takes to reach our facility, which depends on the carrier and service you used to send it.
• Inspection time: the time our team takes to check the item against our return conditions once it physically arrives.
• Processing time on our end: up to 10 business days from the point we've received and inspected the item, though it's frequently quicker.
• Processing time on your bank or payment provider's end: the time it takes your bank, card issuer, or PayPal to actually post the funds to your account once we've issued the refund.

That last stage is the one part of the process that's outside of our control. Even after we've issued the refund from our side, your bank, PayPal, or whichever payment provider you used may still need some additional time internally before the refunded amount actually shows up and reflects in your account balance. Different banks and providers work at different speeds, so two people who are refunded on the same day might see the money land at slightly different times.

If Your Refund Seems to Be Taking Longer Than Expected

If more time than expected has passed and you still haven't seen your refund land in your account, here are a few practical things worth checking before reaching back out to us:

• Take a close look at your payment account or most recent statement directly, since refunds are sometimes listed a day or two before they visibly reflect in your available balance.
• Get in touch with your payment provider and ask specifically about their internal processing timelines for incoming refunds, as this can vary from one provider to the next.
• Check in with your bank as well, since certain financial institutions are simply slower than others at posting incoming refunds, particularly around weekends or public holidays.
• Confirm that the refund was issued to the payment method you expect, especially if you used a different card or account than usual at checkout.

If you've gone through all of the steps above and you're still in need of assistance, please reach out to us directly at support@velviko.shop, and we'll dig into it together with you until it's resolved. When you contact us, it helps to include your order number and the approximate date you were told your refund was issued, so we can look into your specific case as quickly as possible.

Refused or Undeliverable Orders

If a delivery attempt is refused by the recipient for reasons that have nothing to do with shipping damage, a genuine carrier mistake, or an actual error on our part, we may need to deduct the original outbound shipping charge, along with any return fees charged by the carrier, from the total refund amount, where this applies.

This most commonly comes up when a parcel is refused at the door, left unclaimed until it's returned to sender, or when an incorrect or incomplete address caused the carrier to send it back to us. In these situations, the costs involved in shipping the item out and having it returned have genuinely been incurred, so it wouldn't be fair for those to simply be absorbed as a loss on our end. We'll always explain exactly what's been deducted and why before finalising a refund of this kind.

Refunds Related to Damaged or Incorrect Items

If your refund request is connected to an item that arrived visibly damaged, was found to be defective, or simply wasn't the correct product you'd originally ordered, there is no deduction whatsoever for the original shipping charge you paid. You'll be refunded the full amount you paid for the item, including shipping, since these situations are considered our responsibility rather than yours.

In these particular cases, we'll also make every effort to move your refund through our system as quickly as we possibly can once the item has made it back to us, rather than treating it the same as a standard change-of-mind return. Full details on exactly how to report an issue like this, including the timeframe for letting us know and the information we'll need from you, are outlined in our Return Policy.

When Only a Partial Refund Applies

There are certain situations where only a partial refund may end up being issued instead of a full one — for example, if a returned item shows only minor, non-disqualifying signs of handling that don't fully prevent it from being returned, but do meaningfully affect its resale value once it comes back to us. This might include very light general wear that falls short of disqualifying the item outright, but that a future customer would reasonably expect to be disclosed.

We take a fair, case-by-case approach to these situations rather than applying a fixed percentage deduction across the board. Whenever a situation like this applies to your particular return, we'll always walk you through the exact reasoning behind that decision clearly within the email confirming your refund outcome, so you understand precisely what was deducted and why, rather than simply seeing a smaller number arrive with no explanation.

Refunds Involving Discounts or Promotional Codes

If your original order happened to be placed using a discount code, store credit, or some other kind of promotional offer at checkout, please keep in mind that any refund issued will reflect the amount you actually ended up paying after that discount was applied — not the full, original list price of the item before any discount.

For example, if a jacket was discounted from its usual price at the time of your purchase, your refund will be calculated based on the discounted price you were actually charged, not the original undiscounted price shown elsewhere on the site. This keeps things fair and consistent, since a refund is meant to return you to the position you were in before the purchase, not to put you in a better one.

Refund Confirmation and Documentation

Once your refund has been fully processed on our end, you'll receive a confirmation email summarizing the amount refunded, the payment method it was issued to, and the date it was processed, so you always have a clear record to reference if you ever need to follow up with your bank or payment provider.

We'd recommend holding onto this confirmation email until the refund has fully appeared in your account. If you ever need to raise a query with your bank, card issuer, or PayPal about a delayed or missing refund, this email is usually the fastest way for them to locate and trace the transaction on their end.

Questions or Concerns About a Refund

If you have any questions at all about a refund that's currently in progress, or one that you've already received and want to double-check, we're always glad to help clarify exactly where things stand. Whether you're simply after an update, want a clearer explanation of a partial refund, or think something may have been calculated incorrectly, our support team is happy to look into it with you and make sure everything's sorted properly.

You're also always welcome to reach out through our Contact Us page for any further assistance you might need.