Refund Policy

VelouraMode.shop is committed to excellent customer service & satisfaction.

This policy outlines how we handle refunds, resends, and returns at VelouraMode.shop.

⚠ Dispute Submission

All disputes must be submitted via the appropriate platform. Failure to comply may result in permanent account suspension.

✅ What Qualifies for Refund, Resend, or Return

1. Order Delays

  • USA: Eligible after 45 days from dispatch
  • Brazil: 110 days due to customs delays
  • Other Countries: 100 days under certain shipping lines

Delays may be caused by pickup problems or incorrect addresses. Before filing a dispute, check with your local postal service.

2. Orders Not Received
If tracking status shows “delivered,” refunds/resends typically won’t be granted. If unreceived, you must provide a non‑delivery certificate from your local post office to qualify.

3. Damaged Products
- Full refund or replacement for severely damaged items
- Partial refund for minor damage (e.g. small scratches)
- No refund for packaging damage resulting from international transit
- For electronics, claims must be filed **within 30 days** of receipt

4. Incorrect or Missing Products
- Full refund or replacement for wrong items
- Partial refund or resend for missing non‑critical parts
- For size-related issues, include a photo with measurements for validation

5. Order Cancellations
- Full refund if canceled before processing or shipment
- Cannot cancel custom or pre-order items once payment is made

📩 How to Submit a Dispute

  • Include clear photos/videos of damaged products
  • Include screenshots of complaint (with name, date, content)
  • Return the product if requested by our support team

⚠ Important Notes & Exceptions

1. Dispute Deadlines

All disputes must be filed within 7 days after delivery or the expected delivery date.

2. Force Majeure

We are not responsible for delays or issues caused by uncontrollable events, including:

  • Natural disasters
  • Epidemics or pandemics
  • Customs delays
  • War, unrest, or government intervention

3. Shipping Method Restrictions

Disputes are not allowed for non-trackable shipping methods.

4. Delivery Location Restrictions

Some regions with known delivery limitations may be exempt from dispute acceptance.

5. Returns

Returns must be authorized beforehand; unauthorized returns will not be processed. Items must be returned within 30 days of receipt.

6. Service-Based Products

Services (e.g. packaging, photography) are non-refundable once delivered or fulfilled.

7. Unacceptable Disputes

The following are not eligible for a refund, resend, or return:

  • Change of mind
  • Product appearance differences (without defects)
  • Delays due to customs or natural events
  • Wrong address provided or item ordered incorrectly

📌 Additional Information

Order Status: No disputes accepted once an order is marked “closed.”

Shipping Method Limits: Disputes are not accepted for certain shipping options (e.g. PostNL, CJPacket EUB, CJPacket Railway Economy).

Destination Limits: Disputes may not be accepted in “high-risk” regions with delivery constraints.

Returns Reminder: Returns are only accepted to designated warehouses.

Service Products Disclaimer: No refunds for services unless inspected and approved.

Expanded Unacceptable Disputes: Odors, deleted tracking info, customs issues, etc.

💬 Need Help?

If you're unsure whether your order qualifies, or need assistance, contact our support team at: support@velouramode.shop.