Refund policy

At VelvetCreek, we want you to feel confident when shopping for your pet. If you are not satisfied with an eligible purchase, you may request a return or refund within 30 days in accordance with the terms outlined below.

1. 30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

To be eligible for a return, the product should generally:

Be in the same condition in which it was received;
Be unworn or unused beyond what is reasonably necessary to inspect or determine fit;
Be clean and free from pet hair, stains, odors, damage, or alterations;
Include original packaging, tags, and accessories where applicable; and
Be accompanied by valid proof of purchase.

Because we sell clothing intended for pets, we reserve the right to decline returns of products that show signs of extended wear, washing, contamination, damage caused after delivery, or use beyond a reasonable fitting inspection.

2. Free Returns

VelvetCreek offers free returns for eligible purchases within the 30-day return period.

Before sending a product back, please contact us at support@VelvetCreek.store with your order number, the item you wish to return, and the reason for the return.

Our customer support team will review your request and provide applicable return instructions. Items returned without following the provided instructions may experience delays in processing.

3. Incorrect Size or Fit

Pet sizing can vary depending on breed, body shape, weight, and manufacturer. We strongly recommend reviewing the size information available on the relevant product page before ordering.

If an eligible item does not fit your pet as expected, please contact us within the 30-day return period. Our team will assist you with the available return or refund options.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery.

If you receive an item that is damaged, defective, or different from what you ordered, contact support@VelvetCreek.store as soon as reasonably possible. Please provide your order number and, where appropriate, clear photographs showing the issue.

After reviewing the information provided, we will work with you toward an appropriate resolution.

5. Non-Returnable Items

Certain items may not qualify for return where permitted by applicable law, including:

Items showing signs of excessive wear or use;
Products damaged after delivery through misuse or improper care;
Items that have been materially altered or modified;
Products returned outside the applicable return period; and
Items that cannot reasonably be accepted for hygiene or safety reasons after substantial use.

Nothing in this policy limits rights that cannot lawfully be excluded under applicable consumer protection legislation.

6. Refunds

Once an eligible return has been received and reviewed, we will notify you regarding the status of your refund.

Approved refunds will generally be issued to the original payment method used for the purchase. Processing times after a refund is issued may vary depending on your bank, card issuer, payment provider, and financial institution.

7. Order Cancellations

If you need to cancel an order, contact us as soon as possible at support@VelvetCreek.store.

We will attempt to accommodate cancellation requests when possible. However, once an order has entered processing, fulfillment, or shipment, cancellation may no longer be available. In such circumstances, you may request a return after receiving the order, subject to this policy.