Polisi Pemulangan
At VelvaSphere, we stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help. This Return Policy outlines our guidelines for returns, exchanges, and refunds to ensure a smooth experience.
Our Promise
We want you to be completely satisfied with your VelvaSphere purchase. If for any reason you're not happy with your order, we offer a hassle-free return process within 30 days of delivery.
Our customer service team is dedicated to resolving any issues and ensuring your shopping experience exceeds expectations. We value your feedback and use it to continuously improve our products and services.
Return Eligibility
To be eligible for a return, please make sure that:
- The item was purchased within the last 30 days
- The item is unused, unwashed, and in its original condition
- The item is in its original packaging with all tags attached
- You have proof of purchase (order number, email confirmation, or receipt)
Items that cannot be returned:
- Intimates and lingerie that have been worn, washed, or had tags removed
- Items marked as "Final Sale" or "Non-Returnable"
- Personal items that have been used for hygiene reasons
- Gift cards
- Items damaged due to misuse
How to Return
Follow these simple steps to return your item:
- Initiate Your Return: Contact our customer service team at returns@velvasphere.com or through your account dashboard. Include your order number and the reason for your return.
- Receive Return Authorization: We'll email you a Return Authorization (RA) number and return shipping instructions.
- Package Your Item: Carefully pack the item in its original packaging with all tags attached. Include the RA number prominently on the outside of the package.
- Ship Your Return: Ship your package to the address provided in the return instructions. We recommend using a tracked shipping method.
Return shipping costs are the responsibility of the customer, except in cases of defective items or shipping errors.
Refund Process
Once we receive your returned item, our team will inspect it to ensure it meets our return conditions. The inspection process typically takes 1-3 business days.
Refund Timelines:
- Approved Refunds: Once approved, we'll process your refund to the original payment method within 5 business days.
- Credit Card Refunds: May take an additional 5-10 business days to appear on your statement, depending on your card issuer.
- Store Credit: Will be issued immediately upon approval and emailed to you.
Refund Options:
- Original Payment Method: Refund to the credit card, debit card, or payment service used for purchase
- Store Credit: 110% of the purchase value as store credit (optional)
- Exchange: Exchange for another size, color, or item of equal value
Exchanges
If you'd like to exchange your item for a different size, color, or style, please indicate this when initiating your return. Exchanges are subject to product availability.
For the fastest service, we recommend:
- Placing a new order for the desired item immediately
- Returning the original item for a refund using our standard return process
This ensures you get the new item quickly without waiting for us to receive and process your return first.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at support@velvasphere.com with photos of the damage and your order number.
For damaged or defective items:
- We'll provide a prepaid return shipping label
- Process a full refund including original shipping costs
- Expedite a replacement if the item is in stock
Please notify us of any damages or defects within 7 days of receiving your order.
International Returns
We accept international returns following the same eligibility requirements as domestic returns. Please note:
- International customers are responsible for return shipping costs
- Any customs fees, import duties, or taxes incurred during the return shipping process are the customer's responsibility
- International returns may take longer to process due to shipping and customs clearance times
- Please mark returned packages as "Returned Merchandise" to avoid additional customs charges
We recommend using a trackable shipping method with delivery confirmation for all international returns.
Contact Us
If you have any questions about our return policy, please contact our customer service team:
Email: returns@velvasphere.com
Customer Service: support@velvasphere.com
Hours: Monday - Friday, 9AM - 6PM (Malaysia Time)
We aim to respond to all inquiries within 24 hours during business days.