Refund & Returns Policy

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.

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

1. 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.
2. Get your label. We email you a prepaid return label for DHL, FedEx, UPS or Aramex.
3. 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.
4. We confirm. We email you when your bag reaches our atelier, and again when your refund or new bag is on its way.

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.

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.

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.