Return and refund policy

At ByVelour, your satisfaction is important to us. This policy describes the process and conditions for returns and refunds to ensure transparency and a smooth process. Please read the following information carefully.

Return period

You can request a return up to 30 days after receiving your order (not from the purchase date). This gives you enough time to get to know the product.

Product condition

For a return to be accepted, the product must:

must be unused, unwashed, and unchanged
must be returned in the original packaging with all tags and accessories

Refund process

After receiving the returned product, the refund will be processed within 7 business days.

Return shipping costs

Our responsibility: We cover the return shipping costs if the reason is our fault (e.g., wrong, damaged, or defective product).
Your responsibility: For other reasons (e.g., size change, purchase cancellation), the customer bears the return shipping costs.

Return address

The return address will be provided after contacting our customer service.
We recommend using a shipping service with tracking, as we are not responsible for returns without delivery proof.

Return reasons and process

Order cancellation

Write to us support@byvelour.com
Provide your order number and relevant details

Damaged product upon delivery

Contact us within 30 days support@byvelour.com
Include order number, problem description, and clear photos of the damage

Production defect or warranty

Contact us via support@byvelour.com
Include order number, problem description, and photos of the product
Note: Warranty coverage depends on the specific product and is stated at purchase

Change of mind

Write to us within 30 days support@byvelour.com
Include order number and reason for return

Product exchange

Write to us support@byvelour.com
Provide order number, product details, and desired exchange option

Received wrong product

Write to us within 30 days support@byvelour.com
Include order number and a photo of the received product

Return process step by step

Contact us – Write to our customer service
Prepare documentation – Send all required information and photos
Receive return address – We will share it with you after approval
Pack product – carefully with all original parts and labels
Return product – send within 30 days
Inspection – the product will be checked upon receipt
Refund or Exchange – within 7 days after approval

Details about the refund

Processing time: up to 7 days after receipt of the return
Method: same payment method as used for purchase
Alternatives: in certain cases, we can offer a voucher or exchange

Exceptions (Non-returnable products)

For hygienic and safety reasons, we do not accept returns of:

Used or washed products
Altered products (e.g., shortened)
Products without original tags or packaging
Underwear or swimwear

Important notes

If you refuse to accept a package, you bear all associated costs.
In some cases, shipments may be destroyed by the shipping service provider – in such cases, no refund is possible.
Unauthorized returns that do not follow the procedures described above will not be accepted.