VELUTO EG — Return & Refund Policy

Last updated: August 2026

At VELUTO EG, every piece is carefully prepared to meet our quality standards and, where applicable, made specifically for your order. We want you to feel confident when purchasing from us and are committed to providing a smooth and transparent experience.

1. Returns

Because many of our furniture pieces are made to order, returns are generally not accepted for change of mind, incorrect measurements, change of preference, or circumstances unrelated to a defect or an error on our part.

Before placing your order, we strongly recommend reviewing the product dimensions, materials, colors, finishes, and specifications carefully. Our team is available to assist you before you place your order.

For standard, non-customized items that are eligible for return, you may request a return within 14 days of receiving your order, provided that:

- The item is unused and in its original condition.

- The item has not been assembled, modified, or damaged.

- The item is returned with all original packaging and accessories.

- The item has not been customized or made specifically according to your requirements.

- Proof of purchase is provided.

Return requests must be approved by VELUTO EG before an item is sent back.

2. Made-to-Order & Customized Furniture

Most VELUTO EG furniture is prepared or manufactured specifically for the customer's order.

Made-to-order, customized, personalized, or specially produced furniture is non-returnable and non-refundable unless it arrives damaged, defective, or materially different from the product ordered.

This includes changes of mind after production has started, changes in dimensions, color preferences, material preferences, or other customer-requested specifications.

We encourage you to contact our team before ordering if you need clarification regarding dimensions, materials, colors, finishes, or customization.

3. Damaged or Defective Items

Please inspect your order carefully when it is delivered.

If your item arrives damaged, defective, or materially different from what you ordered, please contact us within 48 hours of delivery and provide:

- Your order number.

- Clear photographs of the item.

- Photographs of the packaging, where applicable.

- A brief description of the issue.

Our team will review the information and determine the appropriate solution.

Depending on the circumstances, VELUTO EG may offer:

- Repair or replacement of the affected item or component.

- Replacement of the item.

- Another appropriate resolution agreed upon with the customer.

Minor variations in natural wood grain, texture, color, or finish are not considered defects. Natural materials can vary from one piece to another, and these characteristics are part of the uniqueness of each VELUTO EG piece.

4. Incorrect Items

If you receive an item that is different from the item stated on your order, please contact us within 48 hours of delivery.

After reviewing the issue, we will arrange an appropriate solution, including replacement where applicable.

5. Returns for Approved Items

If VELUTO EG approves a return, we will provide instructions regarding how and where the item should be returned.

Customers should not send an item back without receiving prior approval from VELUTO EG.

Depending on the reason for the return, return transportation, collection, handling, or other related costs may be the responsibility of the customer.

Items must be returned securely and in the condition in which they were received.

6. Refunds

Once an approved return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be processed using the original payment method, where possible.

Please allow reasonable processing time for the refund to appear in your bank account or payment method. Processing times may vary depending on the financial institution or payment provider.

Shipping, delivery, installation, collection, or other service charges may be non-refundable unless the return is due to an error, damage, or defect attributable to VELUTO EG.

7. Deposits & Order Payments

For orders requiring an advance payment or deposit, the payment confirms the customer's order and allows VELUTO EG to begin preparing or manufacturing the product.

Once production or preparation has started, the advance payment may become non-refundable, particularly for made-to-order or customized furniture, except where required by applicable law or where the issue is attributable to VELUTO EG.

The specific payment terms applicable to your order will be communicated before the order is confirmed.

8. Exchanges

We do not generally offer exchanges for made-to-order or customized furniture due to the nature of our production process.

If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery so that we can determine the appropriate solution.

9. Items Not Eligible for Return

The following items are generally not eligible for return:

- Made-to-order furniture.

- Customized or personalized furniture.

- Items produced according to customer-specific dimensions or specifications.

- Items that have been used, assembled, modified, or damaged after delivery.

- Items returned without prior approval from VELUTO EG.

- Items returned without the required accessories or original components.

10. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests are subject to the production status of the order. Once production, customization, or preparation has started, cancellation may no longer be possible or the advance payment may become non-refundable, except where required by applicable law.

11. Contact Us

If you have any questions regarding returns, refunds, damaged items, or your order, please contact VELUTO EG before sending anything back.

Email: info@velutoeg.com

Please include your order number and the name used when placing the order.

VELUTO EG reserves the right to review each return or refund request individually and in accordance with applicable laws and regulations.