Refund and Returns Policy

We stand behind the quality of every pair of Velvet Warm footwear. If something is wrong with your order, we want to make it right. This policy sets out the conditions and process for returns and refunds, whether you are a retail customer or an approved wholesale partner.

Retail and wholesale orders have different policies because the nature and scale of each transaction differ. Both are outlined clearly below.

The following items cannot be returned or refunded under any circumstances:

• Items that have been worn, washed, or show signs of use
• Items returned without original packaging or tags
• Items damaged by the customer after delivery (scuffs, stains, tears)
• Custom or made-to-order items
• Bulk wholesale orders (subject to the wholesale return policy below)
• Items purchased on third-party platforms such as TikTok Shop
• Returns submitted after the applicable return window has passed

To start a return, follow these steps:

Pre-Shipment Cancellations

Whether a deposit is refundable depends on the production stage at the time the cancellation request is received. The full stage-by-stage cancellation table is in the Wholesale Policy (Section 3). In summary: if materials have not yet been purchased, a refund of the deposit minus a 5% administrative fee is possible. Once materials are sourced, the deposit is non-refundable and the order cannot be cancelled.

Post-Delivery Returns

Once wholesale goods have been delivered, all sales are final except in the following cases:

• Manufacturing defect: a confirmed flaw in materials or construction, present on arrival, not caused by handling or storage
• Incorrect shipment: wrong SKU, size, color, or quantity shipped compared to the confirmed order

Claims must be submitted within 7 days of confirmed delivery. Email support@velvet-warm.com with your order number, an itemized list (SKU, size, color, quantity), clear photos, and delivery confirmation. Claims submitted after 7 days or without required documentation will not be accepted. We respond within 3 business days.

Custom, private-label, and bulk orders are non-returnable under all circumstances unless Velvet Warm shipped the wrong product.

We track return and dispute patterns to ensure the fairness of this policy for all customers. The following behaviors may result in order refusal or account suspension:

• Filing a chargeback or payment dispute without first contacting us
• Excessive or repeat returns beyond normal patterns
• Returning items that show signs of use while claiming they are unworn
• Submitting fraudulent claims for damaged or missing items

Chargebacks filed without prior contact will be contested. Fraudulent chargebacks may result in permanent account suspension and civil action where warranted.

We may update this policy from time to time. Changes will be reflected in the "Last updated" date at the top of this page. The policy in effect at the time of your order governs that order.

For any questions not addressed here, contact us at support@velvet-warm.com.