Return Policy

Last Updated: 2026 - 02 -25

Scope of Policy

This Refund Policy governs purchases made through the Velvet & Enamel website and applies to customers within Sri Lanka and international customers unless otherwise stated.

This policy is designed in accordance with applicable consumer protection and e-commerce laws of Sri Lanka.

14-Day Return Period

Customers may request a return within 14 calendar days from the date of delivery.

Return requests submitted after this period may be declined at our sole discretion, unless required otherwise under applicable law.

Eligibility Criteria for Returns

To qualify for a return:

  • The item must be unused and in its original condition

  • All original tags must be attached

  • The item must be returned in its original packaging

  • Proof of purchase (receipt or order confirmation) must be provided

We reserve the right to reject returns that:

  • Show signs of use, damage, alteration, or misuse

  • Are incomplete

  • Are returned without prior approval

Non-Returnable Items

The following items are strictly non-returnable unless defective:

  • Custom-made or personalized products

  • Sale or discounted items

  • Gift cards

  • Hygiene-sensitive products (where applicable) once opened

Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  • You must notify us within 48 hours of delivery

  • Photographic evidence may be required

  • We will assess the issue and offer an appropriate remedy

Remedies may include:

  • Replacement

  • Repair (if applicable)

  • Refund

If the issue is due to our error, return shipping costs will be covered by us.

Return Authorization Process

To initiate a return, contact:
📧 Email: contact@velvetandenamel.com

No return will be accepted without prior written approval.

If approved, return instructions will be provided. Customers are responsible for ensuring safe packaging and traceable shipping.

We are not responsible for items lost or damaged during return transit unless arranged by us.

Shipping Costs

  • Original shipping charges are non-refundable unless the return is due to our error.

  • Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

Order Cancellations

  • Orders may only be cancelled before dispatch.

  • Once dispatched, orders cannot be cancelled.

  • After delivery, the return process must be followed.

We reserve the right to cancel orders in cases of:

  • Pricing errors

  • Stock unavailability

  • Suspected fraud

Customers will be notified and refunded accordingly.

Refund Processing

Once the returned item is received and inspected:

  • We will notify you of approval or rejection

  • Approved refunds will be processed within 10 business days

  • Refunds will be issued to the original payment method

Processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since approval, please contact us.

Limitation of Liability

To the fullest extent permitted under Sri Lankan law:

  • Velvet & Enamel shall not be liable for indirect, incidental, or consequential damages

  • Our total liability shall not exceed the purchase price of the product

Nothing in this policy excludes rights that cannot legally be excluded under Sri Lankan consumer protection legislation.

Fraud Prevention & Abuse Protection

We reserve the right to:

  • Refuse returns suspected of abuse

  • Deny refunds in cases of fraudulent claims

  • Request identity verification or additional documentation

  • Restrict accounts engaging in excessive returns

Compliance With Sri Lankan Law

This Refund Policy shall be governed by and interpreted in accordance with the laws of Sri Lanka.

Any disputes shall be subject to the jurisdiction of the courts of Sri Lanka.

Velvet & Enamel

📧 Email: contact@velvetandenamel.com