Refund policy

Our Refund Policy

At Velluster, we are committed to your complete satisfaction with every purchase. If you are not entirely satisfied with your order, we are here to help. This policy outlines the process and conditions for returns and refunds.

Eligibility for Returns & Refunds

To be eligible for a return and refund, your item must meet the following criteria:

  • The item must be in its original, unused, and resalable condition.
  • It must be in the original packaging, including all accessories, manuals, and protective materials.
  • The return must be initiated within 30 days from the date you received the shipment.
  • A valid proof of purchase (order number) is required.

For hygiene and safety reasons, certain items such as opened paint tubes, used brushes, or personalized products cannot be returned unless faulty.

Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged or defective:

  • Downloadable software or digital content.
  • Gift cards.
  • Items marked as "Final Sale" or "Clearance."
  • Products damaged due to customer misuse or improper care.

Return Process

  1. Contact Our Support Team: Before sending any item back, please contact us at [email protected] with your order number and reason for the return. We will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions.
  2. Package Your Item: Securely pack the item in its original packaging. Include the RMA number inside the package. We recommend using a trackable shipping service.
  3. Ship the Item: Send the package to the return address provided in your instructions. Please note that return shipping costs are the customer's responsibility, unless the return is due to our error (e.g., wrong or defective item shipped).

Refunds

Once we receive and inspect your returned item, we will notify you of the status of your refund.

  • If approved, your refund will be processed automatically to your original method of payment.
  • Please allow 5-10 business days for the refund to appear in your account after processing, depending on your bank or payment provider.
  • Only the cost of the product will be refunded. Original shipping fees are non-refundable, except in cases of our error.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us immediately at [email protected] within 7 days of delivery. We will arrange for a prepaid return label and expedite a replacement or full refund at no extra cost to you.

Contact Us

If you have any questions about our Returns & Refunds Policy, please do not hesitate to contact our customer support team.

Email: [email protected]

We aim to respond to all inquiries within 24-48 hours during business days.