Refund and Returns Policy

At Velvet Galaxy – Unipessoal Lda, customer satisfaction is our top priority. We aim to ensure that all products delivered meet the highest standards of quality and arrive in perfect condition. However, we understand that situations may arise where returns or refunds are necessary. Please review our policy below:

1. Returns Eligibility

  • Products must be returned within 14 days of delivery.

  • Items must be unused, unopened, and in their original packaging.

  • A valid proof of purchase (invoice or receipt) is required.

  • Certain items such as perishable goods, custom-made products, and personal care items may not be eligible for return.

2. Non-Returnable Items

We do not accept returns for:

  • Food and beverage products (if opened)

  • Customized or special-order items

  • Software, digital goods, or licenses

  • Any item damaged due to misuse or negligence

3. Damaged or Incorrect Products

If your order arrives damaged, defective, or is the wrong item, please notify us within 48 hours of delivery with photo evidence. We will offer:

  • A replacement

  • A refund

  • Or store credit, depending on your preference

4. Refunds Process

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed within 7–10 business days to your original method of payment.

5. Return Shipping Costs

  • The customer is responsible for return shipping costs unless the product was incorrect or defective.

  • We recommend using a trackable shipping service or purchasing shipping insurance for valuable items.

6. Exchanges

We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us first before shipping.

7. Contact Information

For return inquiries, please contact us at:

📧 Email: info@velvetgalaxyunipessoallda.com

📍 Return Address: Rua Rossio Do Meio 10 A 11 G, 7350-135 Elvas, Portugal

By purchasing from Velvet Galaxy – Unipessoal Lda, you agree to this refund and returns policy. We reserve the right to amend this policy at any time without prior notice.