Refund & Returns Policy

Last updated: August 23, 2026

At Velvé Pro, we want customers to receive the product they ordered in the condition and specification advertised. This Refund & Returns Policy explains our voluntary return policy as well as how we handle damaged, defective, incorrect, or misdescribed products.

Our voluntary return policy is additional to any rights you may have under applicable consumer law.

1. Voluntary 30-Day Return Policy

You may request a voluntary return within 30 days of receiving your order.

To qualify for a voluntary return, the product must:

• Be unused.
• Be uninstalled.
• Not have been connected to a water supply or used in a shower.
• Be free from damage, wear, water marks, scratches, or other signs of use.
• Include all original parts, accessories, filters, hoses, holders, manuals, and promotional items supplied with the order.
• Be returned in its original packaging where reasonably possible.
• Have been purchased directly from Velvé Pro.

Opening the packaging to inspect the product does not automatically make it ineligible, provided the product has not been installed, connected, used, damaged, or altered.

Proof of purchase may be required.

2. Products Not Eligible Under Our Voluntary Return Policy

Unless required by applicable consumer law, we do not provide voluntary refunds for:

• Products that have been installed.
• Products that have been connected to a water supply.
• Products that have been used.
• Products damaged through installation, misuse, modification, improper handling, or failure to follow installation instructions.
• Products with missing parts, accessories, filters, packaging, or promotional items.
• Change-of-mind requests involving a product that has already been used or installed.
• Products that are incompatible with a customer's particular shower or plumbing setup where the product supplied matches the specifications and compatibility information provided before purchase.
• Normal wear and tear.
• Damage occurring after delivery that was not caused by a product defect.
• Unauthorized returns sent without first contacting Velvé Pro.

These restrictions apply only to our voluntary return policy and do not remove any rights that cannot legally be excluded.

3. Shower Compatibility and Installation

Shower fittings, plumbing configurations, wall connections, adapters, and existing shower systems can vary between homes.

Customers are responsible for reviewing the product information, dimensions, compatibility information, installation instructions, and any other compatibility details provided before ordering.

If:

• The product received matches the product description and compatibility information provided at the time of purchase;
• The product is not faulty or defective;
• The product has not been misdescribed; and
• The issue is solely that the product does not fit or work with the customer's particular shower or plumbing configuration,

the issue will generally be treated as a compatibility/change-of-mind issue rather than a product defect.

Once a product has been installed, connected to water, or used, a customer-specific compatibility issue is not eligible under our voluntary 30-day return policy.

This exclusion does not apply where Velvé Pro specifically represented that the product would be compatible with a particular setup and that representation was incorrect, or where applicable consumer law otherwise provides the customer with a remedy.

4. Check Compatibility Before Installation

We strongly recommend checking your shower connection and the product's compatibility information before installation or connection to water.

If you are unsure whether the Velvé Pro showerhead is suitable for your setup, contact support@velvepro.com before installing the product.

We may request a photograph of your existing shower connection to help assess compatibility.

5. Damaged, Defective, Incorrect or Misdescribed Products

If your order arrives:

• Damaged;
• Defective;
• Incorrect;
• Missing components; or
• Materially different from what was advertised,

contact us as soon as reasonably possible at support@velvepro.com.

Please include:

• Your order number.
• A description of the issue.
• Clear photographs or video showing the issue where reasonably necessary.

Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, refund, or another available remedy.

We may reasonably request evidence to verify the issue before approving a remedy.

Nothing in this section limits rights that apply automatically under consumer law.

6. Installation Damage and Incorrect Installation

Velvé Pro is not responsible under its voluntary return policy for damage resulting from:

• Incorrect installation.
• Excessive force during installation.
• Cross-threading.
• Modification of the product.
• Modification of existing plumbing.
• Use with an incompatible fitting after incompatibility was apparent.
• Failure to follow installation instructions.
• Damage caused by tools, plumbing equipment, or third-party installation work.

However, this does not exclude liability where the product itself is faulty or where liability cannot legally be excluded.

7. Buy One, Get One Free and Promotional Orders

Where products were purchased as part of a Buy One, Get One Free, bundle, gift-with-purchase, or similar promotion, the promotional items form part of the overall transaction.

For a voluntary full-order return, all products and promotional items supplied as part of that offer must also be returned in eligible condition.

For example, a customer receiving two showerheads under a Buy One, Get One Free offer cannot obtain a full voluntary refund for the purchased item while retaining the free promotional item.

If promotional items are not returned, Velvé Pro may decline the voluntary return or adjust the available voluntary refund where permitted by law.

This promotional condition does not restrict remedies available for faulty, defective, incorrect, or misdescribed goods under applicable consumer law.

8. How to Request a Return

Before returning anything, email support@velvepro.com.

Include:

• Your order number.
• The reason for your request.
• Photographs or video where relevant.
• Any other information reasonably required to assess the request.

Do not send a product back without receiving return instructions from us first.

If the return is approved, we will provide the appropriate return instructions and return address.

Items sent to an unauthorized address may not be accepted or processed.

9. Voluntary Return Shipping

For approved change-of-mind or compatibility returns, customers are responsible for return shipping costs unless we agree otherwise.

We strongly recommend using a tracked shipping service.

The customer remains responsible for the returned package until it is received at the designated return location.

If a product is confirmed to be faulty, damaged, incorrect, or misdescribed, we will handle reasonable return shipping costs as required by applicable law.

10. Inspection of Returned Products

Voluntary returns may be inspected before a refund is approved.

If the returned product:

• Has been installed;
• Has been used;
• Contains water residue or signs of use;
• Is damaged;
• Is missing components;
• Is materially different from the condition described by the customer; or
• Otherwise fails the voluntary return requirements,

we may decline the voluntary refund.

This does not affect any mandatory consumer rights applicable to faulty or misdescribed products.

11. Refund Processing

Once an eligible return or refund request has been approved, refunds will be issued to the original payment method.

We generally process approved refunds within 5-7 business days.

Your bank, card issuer, PayPal, Shopify Payments, or other payment provider may require additional time to display the refund in your account.

Velvé Pro cannot control processing times imposed by payment providers.

12. Order Cancellations

If you wish to cancel an order, contact support@velvepro.com as soon as possible.

An order may be cancelled before it has been fulfilled or dispatched where cancellation is still operationally possible.

Once an order has been fulfilled or dispatched, it generally cannot be cancelled through our ordinary cancellation process and must instead be handled under this Refund & Returns Policy and any applicable statutory cancellation rights.

13. Incorrect Addresses, Refused Deliveries and Uncollected Packages

Customers are responsible for providing an accurate and complete delivery address.

Where a package is returned because of:

• An incorrect or incomplete address supplied by the customer;
• Refusal of delivery;
• Failure to collect the package;
• Failure to respond to carrier delivery requirements; or
• Another circumstance attributable to the customer,

this is not considered a product defect.

Where permitted by law, actual return-to-sender or reshipping costs may be payable by the customer or deducted from a discretionary refund.

14. Delivery Damage

If your order appears to have been damaged during shipping, contact us as soon as reasonably possible.

Please retain:

• The product.
• Original packaging.
• Shipping label.
• Any damaged packaging.

We may request photographs to assist with assessing the damage or making a carrier claim.

A request to contact us promptly regarding shipping damage does not shorten or remove any mandatory consumer rights.

15. Australian Customers

Nothing in this policy excludes, restricts, or modifies consumer guarantees or remedies that cannot legally be excluded under the Australian Consumer Law.

For Australian consumers:

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

16. United Kingdom and European Union Customers

Where applicable law provides a statutory cancellation or withdrawal period for online purchases, those rights apply independently of Velvé Pro's voluntary return policy.

Eligible UK and EU consumers generally have a 14-day statutory period to cancel qualifying distance purchases without giving a reason.

Where legally permitted:

• The customer may be responsible for the direct cost of returning goods where this was properly disclosed.
• A refund may be reduced to reflect diminished value caused by handling beyond what is reasonably necessary to establish the nature, characteristics, and functioning of the product.

Nothing in our voluntary restrictions on used, installed, or compatibility-related products is intended to remove statutory withdrawal, conformity, guarantee, or refund rights that applicable law requires us to provide.

17. Other Mandatory Consumer Rights

Customers in other jurisdictions may also have legal rights relating to defective, unsafe, misdescribed, or unsuitable goods.

Where this policy conflicts with a mandatory consumer protection law applicable to a particular transaction, the mandatory law takes precedence.

Nothing in this policy is intended to exclude a right or remedy that cannot legally be excluded.

18. Policy Applicable at Time of Purchase

Except where the law requires otherwise, the terms applicable to an order are the policies and representations in effect when that order was placed.

Changes to this policy apply prospectively and do not remove rights already acquired under an earlier purchase.

19. Contact

For return, refund, compatibility, or product-support enquiries:

Velvé Pro
Email: support@velvepro.com

We aim to respond to customer enquiries within 24 hours, Monday to Friday.