Refund and Return Policy

At VELINA LORVEN V&L LLC, we understand that purchasing vintage and antique treasures online is an experience built on trust, and we are deeply committed to your complete satisfaction. We want every piece you receive to bring you joy, enhance your space, and live up to your highest expectations. However, we also recognize that sometimes a piece may not be quite right — the color might not match your vision, the scale might not work in your space, or you might simply change your mind. That is why we have established a transparent, fair, and straightforward refund and return policy that protects both you and us, ensuring every transaction is handled with integrity and care.

Our policy is designed to give you confidence when shopping with us, while also acknowledging the unique nature of vintage and antique items. These are one-of-a-kind treasures, each with its own history, character, and imperfections. We believe in honesty and transparency, which is why we provide detailed descriptions, high-resolution photographs, and comprehensive condition notes for every piece we sell. We want you to know exactly what you are purchasing, so your decision is fully informed.

Please take a moment to review our complete refund and return policy below. If you have any questions or need clarification, our dedicated customer service team is always ready to assist you. Your satisfaction is our priority, and we are committed to making every aspect of your experience with VELINA LORVEN exceptional.

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Our Commitment to Your Satisfaction

Before we delve into the specifics of our policy, we want to emphasize our fundamental commitment to you. At VELINA LORVEN, we believe that:

1. You Should Love Your Purchase: We want every piece you receive to exceed your expectations. If it does not, we want to make it right.

2. Transparency Matters: We provide detailed descriptions, extensive photography, and honest condition notes because we believe you deserve to know exactly what you are buying.

3. Communication is Key: If you have concerns, questions, or issues, we want to hear from you. We are here to help.

4. Fairness Guides Us: Our policies are designed to be fair to both you and us. We respect your rights as a customer and ask for the same respect in return.

5. Trust is Earned: Every interaction is an opportunity to earn your trust. We take that responsibility seriously.

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Return Eligibility: What Can Be Returned

We accept returns for most items purchased through VELINA LORVEN, subject to the conditions and timeframes outlined below. Please read this section carefully to understand which items qualify for return and under what circumstances.

Standard Return Eligibility

To be eligible for a return, an item must meet the following criteria:

• Within 5 Days of Delivery: You must initiate the return process within 5 calendar days of receiving your item. We understand that 5 days is a relatively short window, but this timeframe is standard in the vintage and antique industry, where pieces are unique and may be held for other interested buyers.

• Unused and Unaltered: The item must be in the same condition in which you received it. It must not have been used, installed, modified, repaired, or altered in any way. If you have removed tags, packaging, or protective coverings, we may not be able to accept the return.

• Original Packaging: The item must be returned in its original packaging, including all protective materials, boxes, and inserts. If you have discarded the packaging, please contact us before shipping.

• Original Condition: The item must be in the same physical condition as when it was shipped to you. If we sent you a pristine vintage piece and you return it with new scratches, chips, or damage, we may not be able to accept the return or may deduct the cost of restoration from your refund.

• Not a Custom or Made-to-Order Item: Custom-made, made-to-order, or personalized items cannot be returned unless they arrive damaged or defective. These pieces are created specifically for you and cannot be resold.

Non-Returnable Items

The following items are not eligible for return or refund:

• Made-to-Order Items: Any item that has been specifically crafted or customized for you, including custom upholstery, commissions, or personalized pieces.

• Final Sale Items: Items marked as “Final Sale” or “No Returns” at the time of purchase cannot be returned or exchanged. This designation will be clearly displayed on the product page.

• Gift Cards and Digital Products: Gift cards and digital downloads cannot be returned or refunded.

• Items Purchased Through Auctions: If you won an item through an auction-style listing, it is considered a final sale and cannot be returned.

• Items That Have Been Used or Installed: Any item that has been used, installed, worn, or otherwise altered from its original condition.

• Items Damaged by the Customer: If an item is damaged due to mishandling, improper installation, or any action not related to shipping or delivery, it cannot be returned.

• Items Returned After the 5-Day Window: If we receive a return request after the 5-day window has passed, we may not be able to accept the return. Exceptions may be made in extraordinary circumstances, but these are evaluated on a case-by-case basis.

Damaged or Defective Items

If your item arrives damaged or with an undisclosed defect, you have additional rights:

• Immediate Notification: Please contact us immediately upon receiving your item — ideally within 24 hours of delivery — to report any damage or defects. This allows us to expedite the resolution process.

• Photographic Evidence: We may request photographs of the damage or defect to document the issue and file claims with our shipping partners if necessary. Clear, well-lit photos are essential for this process.

• Resolution Options: For damaged or defective items, we will offer one of the following:

  • Full refund (including original shipping costs)

  • Replacement (if available)

  • Partial refund (if the damage is minor and you wish to keep the item)

  • Repair reimbursement (if the item can be professionally repaired locally)

• Shipping Damage Claims: If an item is damaged during shipping, we will work with our shipping carrier to file a claim on your behalf. This process may take some time, but we will keep you informed every step of the way.

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The Return Process: Step-by-Step

We have designed our return process to be as straightforward and stress-free as possible. Here is a step-by-step guide to returning an item to VELINA LORVEN:

Step 1: Contact Us to Initiate a Return

To begin a return, you must contact us within 5 days of receiving your item. You can reach us through any of the following methods:

• Email: vudinh.velinalorvenllc@gmail.com

• Phone: +16199860828

• Website Contact Form: Submit a request through our “Contact Us” page

Please provide the following information when requesting a return:

• Your full name

• Order number

• Item(s) you wish to return

• Reason for the return

• Any relevant details or concerns

Step 2: Receive Return Authorization

Once we receive your return request, our team will review it and respond within 1-2 business days. If approved, we will issue a Return Authorization Number (RAN) and provide you with return instructions.

Important: Please do not ship your item back to us without first receiving a Return Authorization Number. Returns sent without authorization may not be processed or may be subject to additional delays.

Step 3: Prepare Your Item for Return

Carefully and securely repackage your item in its original packaging. If you no longer have the original packaging, please use similar protective materials to ensure the item arrives safely. We recommend:

• Using a sturdy box that fits the item snugly

• Wrapping fragile items in bubble wrap or other protective materials

• Using packing peanuts, air pillows, or paper to fill empty spaces and prevent shifting

• Sealing the box securely with high-quality shipping tape

• Including a copy of your original invoice or order confirmation

Step 4: Ship the Item Back to Us

Ship your return item to the following address:

VELINA LORVEN V&L LLC
1209 MOUNTAIN ROAD PL NE STE R
ALBUQUERQUE, NM 87110
United States

We strongly recommend using a shipping method that includes tracking and insurance. We are not responsible for items that are lost or damaged during return shipping. If you would like us to arrange return shipping or provide a prepaid label, please contact us for assistance. In some cases, we may be able to arrange carrier pickup.

Step 5: Processing and Inspection

Once we receive your returned item, our team will inspect it carefully to ensure it is in the same condition as when it was shipped. This inspection typically takes 2-3 business days after receipt.

During the inspection, we will verify:

• The item is in its original condition

• All tags, packaging, and accessories are intact

• The item matches the description provided at the time of sale

Step 6: Refund Issuance

If the return is approved, we will issue a refund to your original payment method. Refunds are typically processed within 3-5 business days after the inspection is complete. You will receive a confirmation email once your refund has been processed.

Step 7: Confirmation and Follow-Up

After processing your refund, we will send you a confirmation email summarizing the transaction. We may also follow up to ensure you are satisfied with the resolution and to see if we can assist with any additional needs.

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Return Shipping Costs

Shipping costs associated with returns depend on the reason for the return:

Customer-Initiated Returns (Change of Mind)

If you are returning an item because you changed your mind, no longer need it, or it does not meet your expectations (for reasons other than damage or defect), you are responsible for:

• Return Shipping Costs: You must pay for the cost of shipping the item back to us. We recommend using a tracked and insured shipping method.

• Original Shipping Costs: The original shipping costs paid at the time of purchase are not refundable.

We understand that return shipping costs can be disappointing, but this is standard practice in the industry and allows us to keep our prices competitive.

Returns for Damage or Defect

If you are returning an item because it arrived damaged or with a defect that was not disclosed in our listing, we will:

• Cover Return Shipping: We will provide you with a prepaid shipping label or reimburse you for the cost of return shipping.

• Refund Original Shipping: We will also refund the original shipping costs you paid at the time of purchase.

Exchanges

If you prefer to exchange an item for something else, you will generally be responsible for:

• Return shipping (unless the original item was damaged or defective)

• Any price difference between the returned item and the new item

• Shipping costs for the new item

Please contact us for assistance with exchanges, as we will do our best to make the process as smooth as possible.

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Refund Processing and Timelines

We understand that waiting for a refund can be frustrating, so we have streamlined our process to be as efficient as possible. Here is what you can expect:

Refund Timelines

Refund Methods

Refunds are issued to the original payment method used at the time of purchase:

• Credit and Debit Cards: Refunds are processed back to the same card. Depending on your card issuer, it may take 5-10 business days for the refund to appear on your statement.

• Apple Pay: Refunds are processed back to the Apple Pay account used for the purchase.

• Google Pay: Refunds are processed back to the Google Pay account used for the purchase.

Partial Refunds

In some cases, we may issue a partial refund rather than a full refund:

• If the item is returned with minor damage or wear not present at the time of sale: We may deduct the cost of repair or restoration.

• If the item is returned missing accessories, tags, or original packaging: We may deduct a restocking fee.

• If the item shows signs of use that go beyond normal handling: We may issue a partial refund based on the reduced value of the item.

• If we offer you the option to keep an item at a reduced price due to a minor issue: We will provide a partial refund if you accept this option.

Restocking Fee

For returns that are not due to damage or defect, we reserve the right to charge a restocking fee of up to 10% of the purchase price. This fee helps cover the costs associated with processing returns, inspecting items, and returning pieces to inventory. We will clearly communicate any restocking fees before processing your return.

Refunds for International Orders

Refunds for international orders may take longer to process due to additional banking and currency conversion procedures. Please allow up to 14 business days for international refunds to appear on your statement. The refunded amount will be in USD, and any currency conversion is handled by your card issuer.

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Defective or Incorrect Items: Special Considerations

While we take every precaution to ensure your items arrive safely and correctly, occasionally issues may arise. Here is how we handle them:

Incorrect Item Received

If you receive an item that is different from the one you ordered, please contact us immediately. We will:

1. Verify the Error: We will confirm that the item you received does not match what you ordered.

2. Arrange Return: We will provide a prepaid shipping label for you to return the incorrect item.

3. Process Replacement or Refund: We will either ship the correct item or issue a full refund, including shipping costs.

Item Not as Described

If you believe an item is significantly different from our listing description — for example, if the size, color, condition, or materials are materially different from what we described — please contact us. We take our descriptions seriously and want to ensure accuracy. If we agree that the item was misdescribed, we will offer a full refund including return shipping.

Missing Parts or Accessories

If your item arrives missing parts, hardware, accessories, or any other components that were supposed to be included, please contact us. We will work to obtain the missing components or offer a partial refund.

Item Arrives Broken or Damaged

In the unfortunate event that your item arrives broken or with new damage that was not present in our listing, please follow these steps:

1. Document the Damage: Take clear photographs of the damage and the packaging.

2. Contact Us Immediately: Notify us within 24-48 hours of delivery.

3. Retain Packaging: Keep the original shipping box and packing materials. We may need these for insurance claims.

4. Resolution: We will evaluate the damage and offer a refund, replacement, or partial refund as appropriate.

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International Returns

VELINA LORVEN proudly serves customers around the world. We understand that international returns can be more complex, and we are committed to making the process as smooth as possible.

International Return Shipping

For international returns (except those due to damage or defect), the buyer is responsible for:

• Return shipping costs

• Any customs duties, taxes, or fees associated with return shipping

• Proper customs documentation

We recommend using an international shipping method that provides tracking and insurance.

Customs and Documentation

When returning an item internationally, please make sure to:

• Mark the package clearly as “Returned Goods” or “Return of Merchandise”

• Include a copy of the original invoice or our return authorization

• Complete customs forms accurately and honestly

Failure to properly document your international return may result in delays, additional fees, or the item being returned to you.

Refund Timelines for International Orders

International refunds may take longer to process. Please allow up to 14 business days after we receive your return for the refund to appear on your statement. Currency conversion is handled by your card issuer, and the refunded amount may differ slightly from the original charge due to exchange rate fluctuations.

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Exchanges

We understand that sometimes you may want to exchange an item for something else rather than receiving a refund. We are happy to accommodate exchanges subject to availability.

Exchange Process

To request an exchange, please follow these steps:

1. Contact Us: Reach out to us at vudinh.velinalorvenllc@gmail.com or +16199860828 within 5 days of receiving your item. Let us know which item you wish to return and which item you would like instead.

2. Check Availability: We will verify whether the desired replacement item is available.

3. Return the Original Item: Once the exchange is approved, return the original item to us following the same process as a standard return.

4. Receive the New Item: When we receive and inspect your returned item, we will ship the replacement item to you.

Exchange Costs

For exchanges that are not due to damage or defect:

• You are responsible for return shipping of the original item

• You are responsible for shipping costs of the new item

• You are responsible for any price difference between the returned item and the replacement

• A restocking fee may apply (up to 10%)

For exchanges due to damage or defect:

• We will cover return shipping of the original item

• We will cover shipping costs of the replacement item

Multiple Exchanges

While we are happy to accommodate exchanges, we may limit the number of exchanges for the same order to ensure fairness and prevent abuse of our policy.

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Cancellations

Order Cancellation Before Shipment

If you need to cancel an order before it has shipped, please contact us as soon as possible. We will do our best to accommodate your request:

• Cancellation Before Processing: If your order has not yet been processed or picked, we will cancel it and issue a full refund.

• Cancellation After Processing: If your order has already been processed and prepared for shipment, we may not be able to cancel it. Please contact us immediately for assistance.

Cancellation After Shipment

Once an order has been shipped, it cannot be cancelled. If you no longer want the item, you will need to follow our standard return process upon receiving the item.

Cancellation Fees

We do not charge cancellation fees for orders cancelled before shipment. However, if your order has already been processed and we have incurred costs related to preparing it for shipment, we reserve the right to deduct these costs from your refund.

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Conditions That May Affect Your Return

Unauthorized Returns

Returns sent to us without a Return Authorization Number may not be accepted. If we receive an unauthorized return, we will contact you to arrange for the item to be shipped back to you at your expense. If we do not receive a response within 30 days, we reserve the right to dispose of the item without further notice.

Condition of Returned Items

We take pride in the quality and condition of our inventory. When an item is returned, we carefully inspect it to ensure it is in the same condition as when we shipped it. We may refuse a return or issue a partial refund if:

• The item has been damaged (beyond the condition described at the time of sale)

• The item has been used, installed, or altered

• The item has stains, odors, or other signs of handling

• The item is missing parts, components, or original packaging

Items Sold “As-Is”

Some items in our collection are sold “as-is” due to their age, condition, or nature. For these items, we provide detailed condition notes and photographs. Items sold as-is are not eligible for return unless they arrive materially different from their description or with significant undisclosed damage.

Items with Vintage Wear and Patina

We specialize in vintage and antique items, which by their nature may show signs of age, use, and wear. We describe these features honestly in our listings. The presence of vintage wear, patina, patina, or age-appropriate imperfections does not constitute a defect and is not a reason for return.

Modifications and Repairs

We do not accept returns for items that have been altered, repaired, or modified by the buyer. If you have attempted to repair an item, we cannot accept it for return.

Assembly and Installation

Once you have assembled or installed an item, it cannot be returned. We recommend assembling or installing items only after you have confirmed they are what you wanted and that they fit your space as expected.

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Dispute Resolution and Chargebacks

We hope that any issues with your order can be resolved directly with us. We are committed to fair and prompt resolution of any concerns.

Before Filing a Chargeback

If you have a concern about your order, please contact us first. Filing a chargeback without first contacting us can delay resolution and make it more difficult for us to assist you. We want to work with you directly to resolve any issues.

Chargeback Process

If you decide to file a chargeback with your card issuer, please be aware that:

• We will be notified of the chargeback and will provide evidence to your card issuer regarding the transaction.

• The chargeback process can take 60-90 days to resolve.

• During the chargeback process, we will not be able to issue a refund or resolve your concern through our standard processes.

• If the chargeback is resolved in our favor, you may be liable for the full amount of the purchase plus any fees incurred.

Protecting Your Rights

While we discourage the use of chargebacks as a first resort, we respect your right to use this process if you believe you have a legitimate claim. We simply ask that you give us the opportunity to resolve your concern first.

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Customer Service Contact for Returns and Refunds

Our dedicated customer service team is here to help with any questions or concerns regarding returns, refunds, or exchanges. We are committed to providing you with prompt, professional, and personalized assistance.

Contact Information

• Email: vudinh.velinalorvenllc@gmail.com

• Phone: +16199860828

• Website: velinalorven.store

• Address: 1209 MOUNTAIN ROAD PL NE STE R, ALBUQUERQUE, NM 87110

Hours of Operation

• Monday – Friday: 9:00 AM – 6:00 PM (Mountain Time)

• Saturday: 10:00 AM – 4:00 PM (Mountain Time)

• Sunday: Closed

If you contact us outside of business hours, please leave a message or send an email, and we will respond promptly during our next business day.

What to Expect When You Contact Us

When you reach out about a return or refund, you can expect:

• Prompt Response: We aim to respond to all inquiries within 24 hours.

• Compassionate Communication: We understand that returns can be frustrating, and we will treat you with patience and empathy.

• Thorough Investigation: We will take the time to understand your concern and investigate fully.

• Fair Resolution: We will work to find a solution that is fair to both you and us.

• Clear Communication: We will explain our policies, processes, and decisions clearly and honestly.

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Our Promise to You

At VELINA LORVEN, we believe that buying vintage and antique treasures should be a joyful experience, not a stressful one. Our return and refund policy is designed to give you confidence in your purchase, while also protecting the unique nature of our inventory.

We promise to:

1. Be Honest and Transparent: We describe every item accurately and honestly, with detailed photography and condition notes.

2. Be Fair and Reasonable: We will apply our policies fairly and consistently, with the goal of reaching a resolution that works for you.

3. Be Responsive and Helpful: We will respond to your inquiries promptly and provide clear, helpful guidance throughout the return process.

4. Respect Your Time: We will process your return and refund as quickly as possible, minimizing delays.

5. Value Your Trust: We understand that trust is earned, and we will work to earn and maintain your trust with every interaction.

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Final Thoughts

Thank you for taking the time to read our Refund and Return Policy. We hope this gives you confidence in shopping with VELINA LORVEN. We believe that our commitment to transparency, honesty, and customer satisfaction sets us apart and makes us a trusted source for vintage and antique treasures.

If you have any questions about our policy, please do not hesitate to contact us. We are here to help, and we look forward to serving you.

Happy treasure hunting!

The VELINA LORVEN Team