Return & Exchange Policy
1. General provisions
This Return & Exchange Policy sets out the terms, procedure and cases in which the return or exchange of goods purchased on the Velvet Noire website may be possible.
We act in accordance with the applicable laws of Ukraine, including the Law of Ukraine “On Consumer Rights Protection” and Resolution of the Cabinet of Ministers of Ukraine No. 172 dated 19 March 1994, which approves the list of goods of proper quality that are not subject to exchange (return).
By placing an order on the website, the customer confirms that they have read this Policy and agree to its terms.
2. General terms for return and exchange
The return or exchange of goods is possible only in the cases and on the terms provided for by the applicable laws of Ukraine and this Policy.
Each return/exchange request is reviewed individually after we receive a relevant request through Velvet Noire official communication channels.
3. Custom (personalised) orders
Goods made to an individual order or produced according to a customer’s personal preferences are not subject to return or exchange, in accordance with the applicable laws of Ukraine and the provisions of CMU Resolution No. 172.
This includes items created at the customer’s request taking into account selected characteristics, design, set configuration or other individual parameters.
4. Glass items and fragile materials
The Velvet Noire assortment may include glass items and other fragile materials that require careful transportation and storage.
In accordance with the applicable legal provisions and CMU Resolution No. 172, glass products and other fragile goods of proper quality are not subject to return or exchange.
5. Liability for product integrity during delivery
Velvet Noire is responsible for the integrity and proper condition of the goods up to the moment the shipment is handed over to the carrier (delivery service).
From the moment the shipment is accepted by the carrier, responsibility for safekeeping, transportation and the integrity of the goods lies with the delivery service in accordance with its rules and conditions.
6. Customer’s obligation to inspect the order upon receipt
When receiving the order at the delivery service branch, the customer must inspect the goods in the presence of the carrier’s employee.
If any damage, broken packaging or other defects caused during transportation are discovered, the customer must:
- immediately inform the delivery service employee;
- draw up a damage/non-compliance report directly at the carrier’s branch;
- if possible, record the damage in photo and/or video format.
If such a report is not prepared, claims regarding damage to the goods that occurred during transportation cannot be satisfied, as delivery liability rests with the carrier.
7. How to contact us
For any questions related to returns or exchanges, the customer may contact Velvet Noire via the contact form on the website or through other official brand communication channels.
Each request is reviewed individually taking into account the circumstances of the specific case and the applicable laws of Ukraine.
8. Changes to this Policy
Velvet Noire reserves the right to make changes to this Return & Exchange Policy at any time.
The current version of the Policy is always available on this page. We recommend reviewing it periodically to stay informed about updates.