Returns, Refunds & Account Credit

1. Purpose

Velvet Sage Gifts is committed to providing quality Products and exceptional customer service. While we strive to ensure every Order is accurate and arrives in excellent condition, circumstances may occasionally require a return, replacement, refund, or other resolution.

This Returns, Refunds & Account Credit Policy explains the circumstances under which Products may be returned, replaced, refunded, or resolved through Velvet Sage Account Credit or other available remedies.

Our goal is to resolve legitimate concerns fairly, efficiently, and in a manner appropriate to the circumstances of each Order, while recognizing that certain Products are handcrafted, personalized, made-to-order, perishable, or fulfilled by independent Seller Partners.

This Policy forms part of the Terms of Use governing your use of the Platform. By placing an Order through the Platform, you acknowledge that you have read, understood, and agree to this Policy.

2. Scope

This Policy applies to purchases made through the Velvet Sage Gifts Platform unless a Product listing or separate written agreement expressly provides otherwise.

Certain Products may be fulfilled by Seller Partners or manufacturers that maintain additional return requirements or limitations. Where applicable, those requirements will be identified on the applicable Product page or otherwise communicated before purchase.

If a Product-specific policy conflicts with this Policy, the Product-specific policy shall apply only to that Product, with this Policy governing all other matters.

Nothing in this Policy limits any rights or remedies that cannot be excluded under applicable law.

3. Resolution Options

Depending on the nature of the Product, the circumstances of the request, applicable law, and any information reasonably required to evaluate the claim, Velvet Sage Gifts may resolve an approved request by one or more of the following methods:

• replacement of the Product;
• exchange for the same or a comparable Product;
• repair, where applicable;
• partial refund;
• full refund;
• issuance of Velvet Sage Account Credit;
• issuance of Promotional Credit; or
• another mutually agreed resolution.

The resolution offered will depend upon the specific circumstances of the Order and may vary between Products, Seller Partners, and fulfillment methods.

Submission of a return or refund request does not guarantee that a particular resolution will be approved.

4. Velvet Sage Account Credit

Velvet Sage Account Credit is a monetary balance recorded to an eligible customer account that may be applied toward future qualifying purchases or services offered through the Platform, subject to any applicable program terms and conditions.

Where appropriate and permitted by applicable law, Velvet Sage Gifts may, at its discretion or upon agreement with the customer, resolve an approved request by issuing Velvet Sage Account Credit instead of a monetary refund.

Acceptance of Velvet Sage Account Credit is voluntary unless otherwise required or permitted by applicable law.

Any Velvet Sage Account Credit issued under this Policy shall be subject to any applicable Account Credit terms, program rules, or promotional conditions in effect at the time the credit is issued.

5. Promotional Credit

From time to time, Velvet Sage Gifts may issue Promotional Credit through loyalty programs, referrals, subscriptions, marketing campaigns, customer appreciation initiatives, or other promotional activities.

Unless expressly stated otherwise, Promotional Credit is not redeemable for cash, has no cash value, and is not itself a monetary refund.

Promotional Credit may be subject to additional eligibility requirements, expiration dates, redemption limitations, or other program-specific terms communicated at the time the credit is issued.

The issuance of Promotional Credit does not affect any statutory rights that may apply under applicable law.

6. General Return Eligibility

Unless otherwise stated in a Product listing, separate written agreement, or applicable law, Products may be eligible for return if all of the following conditions are met:

• the return request is submitted within the applicable return period;
• the Product is eligible for return under this Policy;
• the Product is unused and in substantially the same condition in which it was received;
• all original packaging, accessories, documentation, and included components are returned, where reasonably applicable;
• the Product has not been altered, damaged through misuse, or modified after delivery; and
• any additional information reasonably requested to evaluate the return has been provided.

Velvet Sage Gifts reserves the right to inspect returned Products before approving any replacement, refund, Account Credit, exchange, or other resolution.

Meeting the above conditions does not guarantee approval of a return request but enables Velvet Sage Gifts to properly evaluate the request.

7. Standard Return Period

Unless otherwise stated on the applicable Product page or required by law, eligible return requests must be submitted within thirty (30) calendar days following the confirmed delivery date.

Some Products, Seller Partners, manufacturers, or promotional offers may provide a different return period. Where a different return period applies, it will be identified in the applicable Product listing or communicated prior to purchase.

Requests submitted after the applicable return period may be declined.

8. Non-Returnable Products

To help protect product quality, food safety, hygiene, and the integrity of customized or made-to-order items, the following Products are generally not eligible for return, exchange, or refund unless required by applicable law or unless they arrive damaged, defective, or incorrect:

• personalized or custom-made Products;
• engraved, embroidered, monogrammed, or otherwise customized items;
• made-to-order Products;
• food, beverages, coffee, tea, chocolates, snacks, candy, and other consumable Products;
• fresh flowers, plants, and other perishable Products;
• digital Products or downloadable content;
• gift cards or electronic gift certificates;
• subscription fees or membership charges, except as otherwise provided in the applicable subscription terms;
• hygiene-sensitive or intimate Products after opening;
• Products identified as Final Sale, Clearance, or Non-Returnable.

Nothing in this Section limits your ability to report Products that are damaged, defective, materially different from their description, or incorrectly fulfilled.

9. Personalized and Custom Products

Many Products available through the Platform are individually prepared, assembled, engraved, printed, or otherwise customized specifically for an Order.

Customers are solely responsible for reviewing all personalization details before submitting an Order, including names, spelling, dates, addresses, gift messages, photographs, uploaded artwork, colors, sizing selections, and other customer-provided information.

Velvet Sage Gifts is not responsible for errors resulting from information submitted by the customer.

Personalized or custom Products that accurately reflect the information provided during the ordering process are generally not eligible for return or refund solely because the customer later wishes to modify or cancel the personalization.

Nothing in this Section limits your rights with respect to Products that arrive damaged, defective, or materially different from the approved Order.

10. Gift Orders

Because many purchases are intended for delivery to Recipients other than the Gift Sender, return and refund requests may involve multiple parties.

Unless otherwise agreed or required by applicable law:

• monetary refunds will ordinarily be processed to the original payment method used for the Order;
• Account Credit may be issued to the eligible customer account where appropriate and accepted;
• Recipients may contact Velvet Sage Gifts regarding damaged, defective, incorrect, or missing Products; and
• Velvet Sage Gifts may communicate with either the Gift Sender or Recipient as reasonably necessary to investigate and resolve a request.

To protect customer privacy and payment security, certain account information or financial details may be discussed only with the purchaser or authorized account holder.

11. Exchanges

Where inventory, Product availability, and Seller Partner participation permit, Velvet Sage Gifts may offer an exchange instead of another form of resolution.

Exchange eligibility depends upon Product availability, customization requirements, supplier inventory, seasonal availability, and other operational considerations.

Velvet Sage Gifts cannot guarantee replacement inventory for handcrafted, limited edition, discontinued, seasonal, or one-of-a-kind Products.

12. Damaged, Defective, Incorrect, or Missing Products

If a Product arrives damaged, defective, incorrect, incomplete, or materially different from the Product ordered, please notify Velvet Sage Gifts as soon as reasonably possible, and preferably within seven (7) calendar days after the confirmed delivery date.

Prompt notification helps us investigate the matter with the applicable Seller Partner, manufacturer, or shipping carrier and increases the likelihood of a timely resolution.

To assist in evaluating a request, Velvet Sage Gifts may ask you to provide information such as:

• photographs of the Product;
• photographs of the packaging and shipping container;
• photographs of shipping labels;
• a description of the issue;
• confirmation that the Product has not been further used or altered following discovery of the issue; or
• any other information reasonably necessary to investigate the request.

Failure to provide requested information may delay or limit our ability to evaluate or resolve the request.

13. Lost, Delayed, or Misdelivered Shipments

Claims involving shipments that are lost, significantly delayed, or delivered to an incorrect location will be handled in accordance with the Shipping Policy and any applicable carrier procedures.

Before approving a replacement, refund, or other resolution, Velvet Sage Gifts may investigate the shipment with the shipping carrier, Seller Partner, manufacturer, or other fulfillment provider.

Customers agree to cooperate with any reasonable requests necessary to investigate shipping-related claims.

14. Return Authorization

Products should not be returned without prior authorization from Velvet Sage Gifts.

If a return is approved, we will provide instructions regarding the appropriate return location and any additional requirements necessary to process the return.

Products returned without authorization, returned to an incorrect address, or returned contrary to the provided instructions may be refused or returned to the sender.

15. Return Shipping

Unless otherwise required by applicable law or expressly agreed by Velvet Sage Gifts, customers are responsible for securely packaging approved return shipments.

Where the return results from a damaged, defective, incorrect, or otherwise approved claim for which Velvet Sage Gifts accepts responsibility, we may provide a prepaid shipping label, reimburse reasonable return shipping costs, or otherwise arrange for return shipping at our discretion.

Customers are encouraged to use a shipping service that provides shipment tracking and to retain proof of shipment until the return has been received and processed.

Velvet Sage Gifts is not responsible for return shipments lost or damaged before they are received at the designated return location.

16. Inspection and Processing

Returned Products may be inspected before a replacement, exchange, refund, Account Credit, or other resolution is approved.

Processing times may vary depending upon Product type, Seller Partner participation, manufacturer requirements, shipping carrier timelines, seasonal order volumes, and other operational factors.

Where additional information is required to evaluate a request, processing may be suspended until the requested information has been received.

17. Refunds and Account Credit

Approved monetary refunds will generally be issued to the original payment method used for the Order whenever practical and required by applicable law.

Where appropriate and permitted by applicable law, Velvet Sage Gifts may, at its discretion or upon agreement with the customer, resolve an approved request by issuing Velvet Sage Account Credit, Promotional Credit, replacement Products, exchanges, or another mutually agreed resolution.

Acceptance of Velvet Sage Account Credit in place of a monetary refund is voluntary unless otherwise required or permitted by applicable law.

Any Account Credit or Promotional Credit issued under this Policy shall be governed by the applicable terms, conditions, or program rules in effect at the time the credit is issued.

Please allow a reasonable period for financial institutions or payment providers to process approved monetary refunds after they have been issued by Velvet Sage Gifts.

18. Partial Refunds

Where appropriate, Velvet Sage Gifts may approve a partial refund or partial Account Credit instead of requiring the return of an entire Order.

Partial resolutions may be appropriate where:

• only part of an Order is affected;
• replacement of a single Product adequately resolves the issue;
• a Product retains substantial value despite a minor defect;
• multiple Products within the same Order are fulfilled separately; or
• another reasonable resolution better reflects the circumstances of the claim.

The form and amount of any partial resolution will be determined based upon the specific circumstances of the Order.

19. Seller Partner Participation

Certain Products available through the Platform are fulfilled by independent Seller Partners, manufacturers, artisans, or other fulfillment providers.

To investigate or resolve a return, replacement, refund, exchange, or other request, Velvet Sage Gifts may share relevant Order information with the applicable Seller Partner or fulfillment provider, consistent with our Privacy Policy and only to the extent reasonably necessary to process the request.

Seller Partner participation may be required to verify Product availability, inspect reported defects, approve replacements, or otherwise assist in resolving a claim.

Nothing in this Section limits Velvet Sage Gifts' responsibility to administer customer support through the Platform.

20. Abuse of the Returns Process

Velvet Sage Gifts is committed to resolving legitimate customer concerns fairly and professionally.

To help protect our customers, Seller Partners, and business operations, we reserve the right to deny or limit a request where we reasonably believe that:

• false or misleading information has been provided;
• a Product has been intentionally damaged or materially altered after delivery;
• repeated return activity indicates abuse of this Policy;
• Products have not been used in accordance with their intended purpose;
• the request is fraudulent or otherwise unlawful; or
• the request otherwise violates this Policy, the Terms of Use, or applicable law.

Nothing in this Section limits any rights or remedies available to Velvet Sage Gifts under applicable law.

21. Policy Changes

Velvet Sage Gifts may revise this Returns, Refunds & Account Credit Policy from time to time to reflect changes in our business operations, Platform features, Products, Seller Partner relationships, or applicable law.

The most current version of this Policy will be published on the Platform and will become effective on the Effective Date shown at the beginning of the document, unless otherwise stated.

Your continued use of the Platform following the publication of an updated Policy constitutes acceptance of the revised Policy to the extent permitted by applicable law.

22. Contact Us

If you have questions regarding returns, replacements, refunds, Account Credit, Promotional Credit, or this Policy, please contact Velvet Sage Gifts using the contact information provided on the Platform.

When contacting us, please include your Order number and any information that may assist us in promptly reviewing your request.

We appreciate the opportunity to address your concerns and will make reasonable efforts to resolve eligible requests in accordance with this Policy.