Exchange and Return Policy

Our product exchange policy is designed to give customers total confidence in the items purchased from our store.
All our products come with a warranty against manufacturing defects.
We also accept exchanges for items that arrive different from what was ordered.

If you receive a product with a manufacturing defect or one that differs from your order, please follow the steps below to request an exchange:

If more than 7 business days have passed and the product shows a defect or malfunction, please contact us, providing your CPF, order number, the product to be returned, and the defect found.
Once we receive your email, your request will be forwarded to our quality department for review.
Authorization from this department will be required before any exchange is made.
After the analysis, we will contact you with the result and inform you whether the exchange is approved.

The period to request an exchange for these reasons is up to 90 days after receiving the product.
Please note: We do not accept exchanges or refunds after this period.

Your request will be analyzed within 7 business days.
If the issue is confirmed, we will contact you via email and you may choose one of the following options:

• Receive a full refund of the amount paid.

• Receive a new product identical to the one ordered.

• Receive a product of similar value.

• Receive a coupon with the product value to use on future purchases.

According to the Consumer Defense Code (CDC), online purchase cancellations must be requested within 7 calendar days from the date of receipt.

For credit card refunds, our finance department has up to 7 business days to process the request with the card operator.
The amount will return to your account within up to 120 days, depending on your billing cycle and credit card provider.

If a refund via bank transfer is necessary, it will be made within 10 business days after the quality analysis.
Refunds will only be processed to an account registered under the same CPF used for the purchase.

Products returned without prior communication, outside the allowed timeframe, missing items, or without tags or invoices will be resent to the customer.
The same applies to exchanges denied after the product analysis by our quality team.
These will be returned to the customer using a paid return shipping method, and the shipping cost must be covered by the customer.

⚠️ Important: Velvyn is not responsible for return shipping costs related to refunds, chargebacks, or exchanges. These expenses are the customer’s responsibility.