Refund policy

Velvissa guarantees your product for 30 days against damaged goods, malfunctioning device, or incorrect goods. This means you have 30 days after receiving your item to request a return.

Eligibility for Returns

Our products are rigorously tested to ensure they meet the highest standards. As such, we only accept returns under the following conditions:

• Malfunctioning Devices: If your device is defective or malfunctioning, you may request a return or exchange within 30 days of receiving the product. To be eligible for a return, you must provide clear video proof of the malfunction.

• No Returns for personal preference : We do not accept returns for reasons such as “not liking the product,” “change of mind,” or any other subjective reasons. Our policy is strictly limited to defective or malfunctioning devices. Please note that individual shaving results may vary, and refunds will not be issued based on personal results. Due to the nature of how this trimmer is used, we are unable to accept returns once the product has been opened or used.

Discounted Items

All sales of discounted items are final. Refunds for orders purchased at a discounted price will only be issued if the item is proven to be defective or malfunctioning, with required video proof.

How to Request a Return

1. Contact Us: To initiate a return for a malfunctioning device, please contact our support team at support@velvissahair.com within 30 days of receiving your item.

2. Provide Proof: You will be required to submit video evidence showing the malfunctioning device in action. Our team will review the evidence to determine eligibility for a return or exchange.

3. Return Shipping: If your return is approved, we will provide a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.Please note that, as a standard policy, we do not accept returns except in cases where the product is damaged or malfunctioning. However, in rare cases where a return is deemed necessary, customers are responsible for the return shipping costs—unless the product was received damaged.

Non-Returnable Items

• Used Products: Products that have been used or show signs of wear and tear are not eligible for returns, unless the issue is due to a manufacturing defect.

• Non-Malfunctioning Devices: Devices that function as intended but do not meet personal preferences or expectations are not eligible for returns.

Damages and Issues

Please inspect your order upon reception. If you receive a defective, damaged, or incorrect item, contact us immediately with video proof so we can evaluate the issue and make it right. Any claims without the necessary proof will not be accepted.

Address and Delivery Issues

Ensure that your shipping address is correct at the time of order. Velvissa is not responsible for orders that are undelivered due to incorrect addresses provided by the customer. Once an item is processed, we can no longer change the delivery address.

Order Delays

 If an order lacks tracking information, is in transit, pending, or expired beyond 60 days from the original shipping date (45 days for U.S. orders and 110 days for Brazil), Velvissa will offer a refund or resend the product at Velvissa's expense. Exceptions apply to certain shipping methods and destinations.

Delivered Orders

Velvissa will not process refunds or replacements if tracking information indicates the order was delivered. Once an order has been marked as “delivered” by the courier to the shipping address provided at checkout, Velvissa is no longer liable for any lost, stolen, or misplaced packages. Our responsibility of handling the packages ends upon confirmed delivery. It is the customer’s responsibility to ensure a safe and secure delivery location. If a package is stolen or goes missing after successful delivery, we are unfortunately unable to issue refunds or replacements.

Incorrect or Missing Products

A full refund or replacement will be provided for incorrect or missing items that were shipped. All refund or replacement requests for incorrect or missing products will need to be validated through photo or video evidence of the incorrect product and shipping label, which will be submitted to Velvissa for approval prior to a refund being issued.

Refunds

Once we’ve received and inspected your return, we will notify you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since your refund was approved, please contact us atsupport@velvissahair.com