Refund & Returns Policy
The full rules for returns, refunds and exchanges on velvinci.com, in plain English. The short version is on the right; the details, and your legal rights in your country, are below.
1Who you are buying from
Velvinci is a trading name of Parafresh LLC, a Wyoming limited liability company. When you buy on velvinci.com, your contract is with Parafresh LLC. Your bag is made in our atelier in Marrakech, Morocco, and returns go back there.
| Seller | Parafresh LLC, trading as Velvinci |
|---|---|
| [email protected] | |
| Returns go to | Our atelier in Marrakech, Morocco (the address is on your return label) |
This policy applies to every order placed on velvinci.com and delivered to one of the 35 countries on our Shipping & Delivery page.
230 days to return
You can return any bag within 30 days of the day it was delivered. The delivery date is the one in the courier’s tracking. You do not need to give a reason.
To start, write to us within those 30 days. Then send the parcel within 14 days of receiving your label.
What we can accept
- Unused. No marks, scratches or signs of wear.
- Tags still on. Keep every tag attached until you are sure.
- In its dust bag. Pack the bag in its dust bag inside the parcel.
You may look at your bag, open it and try it on, as you would in a shop. Every Velvinci bag leaves the atelier new, so we cannot accept a bag that has been used. If one comes back used or marked, we write to you and send it back to you at no cost. If you live in the EU or Norway, the rules in section 7 apply instead.
3How to return a bag
- Write to us with your order number, on the Contact page (topic Returns) or at [email protected]. Tell us if you want a refund or an exchange.
- Get your label. We email you a prepaid return label for DHL, FedEx, UPS or Aramex.
- Drop it off. Pack the bag in its dust bag, stick the label on the parcel and leave it at a drop-off point of that courier.
- We confirm. We email you when your bag reaches our atelier, and again when your refund or new bag is on its way.
Returns are free from every country we deliver to. The prepaid label covers the shipping back to Marrakech, so you pay nothing to send your bag back.
4Refunds
We refund you within 5 business days of your bag reaching our atelier, to the card or account you paid with. We cannot refund to a different card or account. Your bank may take a few more days to show it.
| The price of the bag | Refunded in full |
|---|---|
| Sales tax or VAT you paid | Refunded in full |
| Delivery to you | Free, nothing to refund |
| Return label | Free, nothing taken off |
| Restocking fee | None |
| Discount code used | We refund the amount you paid |
If your order had more than one bag and you return one, we refund that bag. If your refund has not arrived 10 days after our email, check with your bank first, then write to us and we will send you the payment reference.
5Exchanges
You can exchange a bag for another leather colour or another model, free both ways. Send yours back with the prepaid label, as in section 3.
- We prepare your new bag within 3 business days of yours reaching our atelier, and ship it free, with import duties included.
- New bag costs more? You pay only the difference, by a secure Stripe payment link, before we ship.
- New bag costs less? We refund the difference within 5 business days, as in section 4.
If the bag you want is out of stock, we tell you before you send yours, so you can choose a refund instead.
6Damaged or wrong bag
If your bag arrives damaged, or it is not the bag you ordered, write to us within 48 hours of delivery with a photo. We replace it or repair it at no cost to you, and we send the label.
The 48 hours help us claim from the courier. They do not shorten your legal rights: a fault that was there at delivery is still covered after 48 hours.
A problem that shows up after months of use, with the stitching, hardware, handles or edges, is covered for 2 years by the Velvinci Guarantee.
7Your rights in your country
The 30-day policy above applies everywhere. Your country’s consumer law may give you more, and those rights always apply as well. Choose your country to see the main ones.
European Union
- Right to cancel
- Fourteen days from delivery to cancel without a reason. Our 30 days are longer and include it.
- Refund timing
- No later than 14 days after you tell us you are cancelling. We may wait until the bag reaches us, or until you show proof that you sent it, whichever comes first.
- Handling
- You may handle the bag as you would in a shop. You are only responsible for any loss in value from handling beyond that.
- Faulty bags
- A legal guarantee of at least 2 years from delivery for faults that were there at delivery. The Velvinci Guarantee comes on top of it.
- Form
- You can use the cancellation form in section 8, or any clear message.
Norway
- Right to cancel
- Fourteen days from delivery (angrerett). Our 30 days are longer and include it.
- Refund timing
- No later than 14 days after you tell us. We may wait until the bag reaches us or you show proof that you sent it.
- Faulty bags
- You can complain about a fault for 2 years, or 5 years for goods meant to last much longer (reklamasjon).
- Form
- You can use the cancellation form in section 8, or any clear message.
Switzerland
- Right to cancel
- Swiss law has no general right to cancel an online order. Our 30-day returns apply in full.
- Faulty bags
- The Swiss rules on faulty goods apply, and the Velvinci Guarantee covers 2 years.
United States
- Right to cancel
- There is no general legal right to return online orders. Our 30-day returns apply in full.
- Faulty bags
- Your state’s consumer laws apply, and the Velvinci Guarantee covers 2 years.
Canada
- Right to cancel
- Your province’s consumer protection law may let you cancel an online order, for example if it is not delivered on time. Our 30-day returns apply as well.
- Faulty bags
- Your province’s rules on quality apply, and the Velvinci Guarantee covers 2 years.
Australia
- Change of mind
- Not required by law. Our 30-day returns apply in full.
- Australian Consumer Law
- Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Singapore
- Change of mind
- Not required by law. Our 30-day returns apply in full.
- Faulty bags
- Under the Lemon Law, a fault found within 6 months of delivery is taken to have been there at delivery. You can ask for a repair or replacement, then a price reduction or refund.
United Arab Emirates
- Change of mind
- Our 30-day returns apply in full.
- Faulty bags
- UAE consumer protection law lets you ask for a repair, replacement or refund of a faulty item, and the Velvinci Guarantee covers 2 years.
Hong Kong
- Change of mind
- Not required by law. Our 30-day returns apply in full.
- Faulty bags
- Goods must be of acceptable quality under the Sale of Goods Ordinance, and the Velvinci Guarantee covers 2 years.
A short summary, not legal advice. Where it differs from the law of your country, the law wins.
8Cancellation form (EU and Norway)
If you live in the EU or Norway, you can cancel by any clear message, for example an email. You may also use this form. Copy it, fill it in and send it to [email protected].
To: Parafresh LLC, trading as Velvinci [email protected] I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods: Ordered on (*) / received on (*): Order number: Name of consumer(s): Address of consumer(s): Signature of consumer(s) (only if this form is sent on paper): Date: (*) Delete as appropriate.
9Changes to this policy
We may update this policy. The version on this page on the day you placed your order is the one that applies to that order. The date at the top shows the last change.
Ready to send it back?
Write to us with your order number. We reply with your free label. Email: [email protected]