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Refund policy
At VelmoraStitch, we are committed to offering high-quality products and helpful customer service. However, we understand that sometimes an item may not meet your expectations or you may wish to request an exchange.
This Return & Exchange Policy explains the process for returns, exchanges, cancellations, and refunds.
If you have any questions or would like to initiate a return, please contact our customer service team at:
1. General Returns & Exchanges
We accept returns for both defective and non-defective products.
If you are not fully satisfied with your purchase, you may request a return or exchange within 30 days from the date of delivery.
After this 30-day period, we may unfortunately be unable to accept your return or exchange request.
To be eligible for a return or exchange, items must be:
unused, unworn, and unwashed;
in their original condition;
returned with all original tags, labels, and packaging intact;
accompanied by the order number or proof of purchase.
Items that do not meet these conditions may be refused or only partially refunded, depending on the condition of the returned product.
2. Cancellations
Orders may be cancelled within 24 hours of placing the order, provided that the order has not yet been processed, packed, or shipped.
To request a cancellation, please contact us as soon as possible at:
Please include your order number in your message.
Once an order has been processed or shipped, we may no longer be able to cancel it. In that case, you may request a return after receiving the item, in accordance with this policy.
3. How to Return or Exchange an Item
To initiate a return or exchange, please follow these steps:
Contact us at support@velmorastitch.com with your order number, the item or items you wish to return or exchange, and the reason for your request.
Our customer service team will review your request and send you detailed return instructions if your return is approved.
Do not send any item back before receiving return instructions from our customer service team.
Carefully pack the item you are returning. Please include a note with your order number inside the package.
Ship the item to the return address provided by our customer service team.
Once your return is received and inspected, we will notify you whether your refund or exchange has been approved.
4. Return Address & Return Shipping Costs
Returns must be sent to the return address provided by our customer service team via email.
To receive the correct return instructions and return address, please contact us at support@velmorastitch.com before sending any item back.
For change-of-mind returns of non-defective products, return shipping costs are the responsibility of the customer.
If your return is due to a defective, damaged, or incorrect product, we will cover the return shipping costs where applicable.
Return shipping costs are non-refundable for change-of-mind returns.
We recommend using a tracked delivery service and keeping proof of postage until your return has been processed, as we cannot be responsible for returns that are lost or damaged during transit.
5. Refunds
Refunds are processed after the returned item has been received, inspected, and approved.
Once approved, your refund will usually be processed within 2 business days.
Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed.
Please note that it may take additional time for your bank, card provider, or payment provider to make the refund visible in your account.
Original shipping costs, if any, are non-refundable, except in cases of defective products, damaged items, or shipping errors caused by us.
6. Exchanges
If you wish to exchange an item for a different size, colour, or product, please contact us at:
Exchanges are subject to product availability.
If the requested exchange item is unavailable, we may offer you an alternative item, store credit, or a refund, depending on the situation.
For change-of-mind exchanges, return shipping costs are the responsibility of the customer.
7. Defective, Damaged, or Incorrect Items
If you receive a defective, damaged, or incorrect item, please contact us within 24 hours of delivery at:
Please include:
your order number;
a clear description of the issue;
clear photos or videos showing the defect, damage, or incorrect item;
photos of the packaging if the item arrived damaged.
Our customer service team will review the issue and offer an appropriate solution, such as a replacement, exchange, refund, or other suitable remedy.
Please do not return damaged, defective, or incorrect items before contacting us and receiving instructions.
8. Return Exclusions – Hygiene Products & Personal Items
For health and hygiene reasons, we cannot accept returns or exchanges on certain items if they have been opened, used, worn, or removed from their original sealed packaging.
This includes, but is not limited to:
underwear;
intimate apparel;
oral care products, such as toothbrushes and dental products;
beauty or personal care items;
other products intended to come into direct contact with the body.
These exclusions do not apply where the product is defective, damaged, incorrect, or where applicable consumer protection laws require otherwise.
9. Electronic & Battery-Powered Products
For products containing batteries or electronic components, we recommend checking the product immediately upon delivery to ensure it is functioning correctly.
If the product arrives defective, damaged, or not working properly, please contact us within 24 hours of delivery with your order number and clear photos or videos of the issue.
Damage caused by misuse, improper handling, accidental damage, unauthorised repairs, or normal wear and tear may not be eligible for a refund or replacement.
This does not affect any mandatory rights you may have under applicable consumer protection laws.
10. Non-Returnable Items
The following items may not be eligible for return or exchange:
items returned after the 30-day return period;
items that have been used, worn, washed, damaged, or altered by the customer;
items without original tags, labels, or packaging;
hygiene or personal care items that have been opened or used;
items returned without prior approval from our customer service team;
gift cards, if applicable.
11. Contact Us
If you have any questions or need assistance with your return, exchange, cancellation, or refund, please contact our customer service team:
VelmoraStitch
Email: support@velmorastitch.com