Return Policy
Refund policy
Reserve Your Shade
Your $75 Reserve Your Shade deposit is non-refundable. If you change your mind, choose not to pay the balance, or no longer want your shade, the deposit is not refunded.
Your deposit goes toward your VELVEE Kit. The remaining balance is your kit price minus 10%, minus your $75 deposit, and is due when your hair is in and ready to ship.
You have 24 hours to pay your balance once we email and text your invoice (subject line: “24 Hour Notice”). If it isn’t paid within 24 hours, your shade is released and your deposit is not refunded.
It’s your responsibility to watch for your invoice. Add rachael@velveehair.com to your email contacts and accept texts from 561-409-9698.
Limit 1 reservation per customer.
If VELVEE is unable to deliver your hair, your $75 deposit is refunded in full.
Once your VELVEE Kit ships, the Exchanges and Returns policy below applies.
By placing a deposit, you agree to these terms.
Color Selection
We know choosing the right shade can be the hardest part. That’s why we offer color swatches.
- Before you order: order a color swatch and hold it up to your hair in natural daylight. It’s the most accurate way to find your shade.
- If it isn’t the right shade: you may request an exchange within 3 days of delivery, as long as the hair is unused and the security netting is fully intact. See Exchanges below.
Because VELVEE Hair is real human hair, slight shade variations between batches and differences in how colors appear on screens are not considered defects.
Exchanges
To be eligible for an exchange, contact us within 3 days of delivery, and:
- Hair must be returned in its original condition with security netting fully intact.
- All VELVEE Hair Kit accessories must be returned intact, and sprays with the safety seal unopened.
For hygiene reasons, we cannot accept exchanges on hair that has been removed from its original netting.
To start an exchange, email rachael@velveehair.com with the word “Exchange” in the subject line, or text us at 561-409-9698. Please include your order number, the reason for the exchange, a photo of the item(s) and your phone number. You will be contacted within 24 hours about your exchange request. Items sent back to us without first requesting an exchange will not be accepted.
We do not accept returns or exchanges on any sprays or tape.
Returns
Due to the hygienic nature of the hair, clips and scrunchies, once VELVEE Hair Kits are opened, they cannot be resold if returned. Refunds will only be granted for products that are defective or not as described. Every VELVEE Hair Kit is inspected for quality and packaged by a VELVEE team member before shipping. VELVEE Hair Kits are not drop shipped or shipped from overseas.
Return Requests
If a product is defective, or you think you’re eligible for a return, email rachael@velveehair.com with the word “Return” in the subject line, or text us at 561-409-9698. Please include your order number, the reason for the return, a photo of the item(s) and your phone number. You will be contacted within 24 hours about your return request. Items sent back to us without first requesting a return will not be accepted.
Customers are responsible for return shipping costs on any returns. Refunds will only be processed after the returned product has been received and inspected by the VELVEE team.
If accepted, you will be credited the purchase price on your original payment method within 24 hours.
It can take some time for your bank or credit card company to process and post the refund to your account. If more than 10 business days have passed since we approved your return and you do not see a credit on your account, please contact us at rachael@velveehair.com.