Website disclaimer: This is an informational website and does not facilitate online purchases or e-commerce transactions. Product availability, prices, colours, designs and brands may vary and should be confirmed with our store.
1. General Exchange Policy
Eligible ready-made and standard, unused products may be considered for exchange. Customers should inspect the product at purchase and confirm the selected size, colour, design, fabric and quantity.
- Product must be unused and in original condition.
- Original packaging, tags and accessories must be provided wherever applicable.
- Product must not have been washed, altered, damaged, stained or otherwise used.
- Exchange must be requested within 5 days of purchase.
- A suitable replacement must be available.
- Original bill or invoice must be produced.
Exchange is not automatic and remains subject to the product's nature and condition, inspection and approval by Velvet Home.
2. No Exchange on Customised Products
Products customised, altered, cut, stitched, measured, fabricated or otherwise prepared according to a customer's requirements cannot be returned or exchanged.
Curtains
- Custom-made curtains
- Curtains stitched according to customer measurements
- Curtains made from customer-selected fabrics
- Altered or customised ready-made curtains
- Curtains prepared with specific headings, pleats, lining or finishing
Fabrics
All fabrics sold by length or cut according to the customer's requirement are non-returnable and non-exchangeable once cut. This includes fabrics for curtains, upholstery, sofa covers, cushions and other furnishing requirements.
Other customised products
- Cut to a specific measurement
- Stitched, altered or custom-sized
- Custom-designed or fabricated specifically for the customer
- Made or ordered against a confirmed requirement
- Modified at the customer's request
Once the customer approves measurements, fabric, colour, design, specifications or other customisation and work has commenced, the order cannot be cancelled, returned or exchanged.
3. Curtains & Custom Furnishing Orders
Curtains and made-to-measure furnishing products are prepared for an individual space. Where applicable, the process may include:
- On-site measurement
- Fabric selection
- Design/finish selection
- Customer approval
- Stitching/customisation
- Installation
Customers must verify and approve specifications before production. After final specifications are approved and customisation begins, no cancellation, return or exchange is permitted except for a manufacturing defect attributable to Velvet Home.
4. Incorrect or Defective Products
If a product has a manufacturing defect, significant damage or an error attributable to Velvet Home, please notify us at the earliest opportunity. After inspection and verification, Velvet Home may, at its discretion:
- Repair the product
- Replace the product
- Provide another appropriate resolution
Minor variations in colour, texture, weave, pattern or appearance are inherent to many textile and furnishing products and are not necessarily defects.
5. Sale & Clearance Products
Products purchased under sale, clearance, special-discount or promotional offers may be non-returnable and non-exchangeable. Applicable terms will be communicated at the time of purchase.
6. Exchange Does Not Mean Refund
An approved exchange is generally against another eligible product of suitable value, subject to availability. Cash refunds are not provided for change of mind, incorrect selection, colour preference, size preference or other reasons unrelated to a defect, unless agreed otherwise at purchase or required by applicable law. Any difference in value will be dealt with as applicable.
7. Customer Responsibility
Before confirming a purchase or customised order, customers should carefully check:
- Product and quantity
- Size, colour and design
- Fabric and measurements
- All customisation details
For made-to-measure products, customers are responsible for accurate requirements and approving specifications before production.
8. How to Request an Exchange
For an eligible product, contact or visit Velvet Home with:
- Original purchase bill/invoice
- Product in original condition
- Original packaging and tags, wherever applicable
- Details of the reason for exchange
All exchange requests are subject to inspection and approval.
9. Website Disclaimer
Images and product representations are illustrative. Actual products may vary slightly in colour, texture or appearance due to photography, lighting, display settings and the inherent characteristics of textile products. No products are sold directly through this website unless expressly stated otherwise.
10. Policy Changes
Velvet Home reserves the right to modify or update this policy from time to time. Revised terms will be published on this website with the updated effective date.
Our commitment
We believe in transparent communication and helping customers make informed furnishing decisions. Our team can assist with fabric, size, design, finish and furnishing solutions before an order is confirmed.
Contact Velvet Home: 011-35987852
