Return & Refund Policy

At velvetastep, we strive to ensure your complete satisfaction with every purchase. Please review our policy below regarding cancellations, returns, and refunds.

Cancellation

You may cancel your order at any time before it has been shipped. To cancel an order, please contact our customer service team immediately. Once your cancellation request is processed, you will receive a full refund to your original payment method.

Please note that we cannot cancel orders that have already been processed for shipment. In such cases, you may return the item(s) upon delivery following our standard return procedure.

Returns

We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must meet the following conditions:

• The item must be unused and in the same condition as when you received it
• The item must be in its original packaging with all tags attached
• You must provide the original receipt or proof of purchase

To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted.

Customers are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped or defective product). We recommend using a trackable shipping service for your return, as we cannot guarantee that we will receive your returned item.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days. The exact timing depends on your payment provider's policies.

Please note that we do not refund the original shipping charges unless the return is due to our error. Sale items are only eligible for store credit unless otherwise specified.

Late or Missing Refunds

If you haven't received your refund within the specified timeframe, please first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted.

If you've completed these steps and still have not received your refund, please contact us at [email protected] with your order details. We will investigate the matter and work with you to resolve it promptly.

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