Refund & Replacement Policy

Thank you for choosing Velvet Aura. We are dedicated to delivering a reliable and high-quality service experience. This Replacement Policy outlines the terms and conditions under which you may request a product replacement. By purchasing through Velvet Aura you acknowledge and agree to the terms stated herein.

1. Replacement Eligibility

1.1 Product Condition  
Velvet Aura guarantees that all products are shipped in their original condition. If you receive a product that is incorrect, defective, damaged, or broken upon delivery, you may be eligible for a free replacement, subject to the conditions of this policy.

1.2 Reporting Period  
To be eligible for a replacement, you must report the issue to our customer support team within 24 to 48 hours from the time of delivery. Any requests received after this window will not be considered for replacement.

2. Replacement Request Process

2.1 Step 1: Initiation  
To initiate a replacement request, you are required to send a clear video evidencing the issue (incorrect, damaged, or faulty product) via WhatsApp to our customer support team within the designated time frame.

Note: In many cases, issues arise due to improper product usage. Our support team may offer troubleshooting guidance before confirming eligibility for replacement.

3. Replacement Options

Option A – Customer-Initiated Return  
You may ship the product, including the original product box and all accessories, to our designated warehouse. Upon receipt and inspection, a replacement unit will be dispatched within 24 hours free of charge.

Option B – Courier Pickup  
Velvet Aura can arrange a courier pickup from your location. A replacement will be dispatched within 24 to 48 hours after successful pickup. The product must be securely packed in its original packaging.

4. Important Terms

• Change of Mind: Replacements are not offered for buyer’s remorse.  
• Product Condition: Items must be unused and returned with original packaging and accessories.

5. Refund Policy  
Velvet Aura does not offer refunds under any circumstances. Only valid replacement claims will be processed.

6. Contact Information  
WhatsApp: +971 542521296