Return Policy

Effective Date: July 25, 2025

Preface

This document governs the terms, requirements, and procedures concerning merchandise defects, shipping damages, or fulfillment errors. Velluray strongly advises all clients to thoroughly read and understand these provisions before completing any transaction on our platform.

1. Core Return Policy

Please note that all transactions are final. We maintain a strict no-return and no-exchange policy. Exceptions to this rule are exclusively limited to verified product defects, damages upon arrival, or incorrect item shipments, as explicitly structured in the sections below.

2. Procedures for Defective, Damaged, or Mismatched Deliveries

We take pride in the integrity of our products. In the rare event that an issue occurs, customers must adhere strictly to the following framework to be eligible for a resolution:

  • Reporting Deadline: It is the customer's responsibility to inspect all packages immediately upon arrival. Any claim concerning a faulty, broken, or incorrect product must be filed with our customer care department within 7 calendar days following the recorded date of delivery.

  • Documentation Requirements: To facilitate an expedited assessment, all support requests must be directed to support@velluray.com and contain the items listed below:

    1. The specific Order Number (e.g., 015SHOP-1218) alongside the purchase Email Address.

    2. A comprehensive explanation detailing the exact problem.

    3. High-quality visual evidence (photographs or video recordings) that indisputably exhibits the damage, malfunction, or erroneous product.

  • Assessment and Compensation: Every submitted case will undergo a comprehensive review by our team. Velluray retains the exclusive right to decide on the validity of the claim and the final remedy. Eligible cases will be handled individually and may result in an item replacement, a partial reimbursement, or a complete refund.

3. Financial Reimbursements

When a complete or partial monetary refund is determined to be the appropriate solution, the payout will be automatically credited back to the financial account or card utilized during the original checkout. This transaction generally takes 7 to 12 business days to reflect on your account statement. Actual processing speeds are dependent on the operational timelines of your banking institution or credit provider.

4. Product Substitutions

Standard exchanges for alternate products, sizes, or colors are not permitted. A product replacement will only be prepared and dispatched if the initial item is proven to be defective or damaged at the time of delivery, provided the claim was filed and authorized under the guidelines of this policy.

5. Non-Approved and Independent Returns

Velluray explicitly rejects any liability for items sent back to us without our explicit, documented authorization. We kindly ask that you do not ship any merchandise back to any address unless you are explicitly requested to do so by an authorized representative from our support team.

Any parcel sent back without a pre-approved return authorization number will be rejected, will not qualify for financial reimbursement or item replacement, and may be discarded at our discretion without further obligation to the buyer.

6. Customer Support and Inquiries

For any clarifications regarding these guidelines or to open an official claim, please reach out to our customer care team. For the fastest resolution, please contact us directly at support@velluray.com, ensuring that your Order Number (e.g., 015SHOP-1218) and checkout Email Address are clearly included in your correspondence.