Refund and Returns Policy

Right of Withdrawal
Customers within the European Union have the right to withdraw from their purchase within 14 days without giving any reason. The withdrawal period expires 14 days after the day you, or a third party indicated by you (other than the carrier), physically receive the goods.

How to Exercise Your Right
To exercise your right of withdrawal, please inform us of your decision to cancel your order by sending a clear statement via email to velvetoakstore@mail.com. Please include your order number, your name, address, and the products you wish to return.

Conditions for Returns

     -     Products must be returned in their original condition, unused, unwashed, and in the original                packaging.

     -     Returns must be sent back within 14 days after notifying us of your withdrawal.

     -     The customer is responsible for the cost of returning the goods, unless the item is defective                   or incorrect.

Refunds
Once we have received and inspected the returned goods, we will process your refund within 14 days. Refunds will be made using the same payment method you used for the original transaction.
We may withhold the refund until we have received the goods or until you have provided proof of return, whichever comes first.

Damaged or Faulty Items
If your product arrives damaged, defective, or incorrect, please contact us within 48 hours of receipt with clear photos of the issue. We will offer you a replacement, repair, or full refund at no additional cost.

Non-Returnable Items

     -    Gift cards

     -    Customised or personalised products (unless defective)

Contact
For any questions regarding returns and refunds, please contact our customer support team at velvetoakstore@mail.com.