Refund policy
VelvaRoll is a sister concern of Petzzy LLC committed to delivering quality products and reliable service to customers worldwide.
Your satisfaction is important to us, and we’re here to help if something goes wrong with your order.
30-Day Return Policy
We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return if the product arrives damaged, defective, or incorrect.
To be eligible for a return, your item must:
- Be unused, unworn, and in its original packaging
- Include all tags, accessories, Photos/videos and proof of purchase
To start a return, please contact us at hello@velvaroll.co with your order number and photos of the issue.
Once your request is reviewed and approved, we will provide a return shipping label and instructions on how to send your item back.
Items sent without prior approval will not be accepted.
Damages and Issues
Please inspect your order upon arrival.
If you receive an item that is damaged, defective, or incorrect, contact us immediately so we can resolve the issue promptly.
Our support team will assist with a replacement or refund depending on the case.
Non-Returnable Items
Certain items cannot be returned for hygiene and safety reasons, including:
- Personal care or beauty products
- Custom or personalized items
- Gift cards
- Clearance or sale items
If you have any doubts about a specific item, contact us before placing your order.
Exchanges
If you would like to exchange an item, the fastest method is to return the item first, and once the return is accepted, make a new purchase for the replacement item.
Order Cancellation
You can request to cancel or modify your order within 24 hours of placing it.
After 24 hours, your order will already be in processing and cannot be changed or cancelled.
If an order is cancelled within the allowed time, the product cost will be refunded, but shipping fees are non-refundable once processing begins.
European Union 14-Day Cooling-Off Period
If your order is shipped to the European Union, you have the right to cancel or return your purchase within 14 days, without giving a reason.
The item must be returned unused, in its original condition and packaging, with proof of purchase.
Refunds
Once we receive and inspect your returned item, we’ll notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 7–10 business days.
Please note: banks or credit card providers may take additional time to post the refund.
If you haven’t received your refund after 15 business days, contact us at hello@velvaroll.co.
International Orders
For international orders, shipping and return costs may vary based on your country.
In some cases, international returns may not be eligible for prepaid labels due to customs restrictions.
Our team will assist you with the most suitable return method if applicable.
Contact us:
Email: hello@velvaroll.co
Address: Petzzy LLC, 30 N Gould St Ste R, Sheridan, Wyoming 82801, USA
Velva Roll is a trademark wellness brand proudly operated under Petzzy LLC.
We are always here to help with any questions or concerns.