Refund policy

We hope you enjoy the products you purchase from Velvet Grove INC. This Refund & Return Policy explains how Velvet Grove INC (“we,” “us,” or “our”) handles returns and refunds for orders placed through our Website.

Scope

This Policy applies to purchases made directly through our official Website and delivered within the United States. We primarily serve customers within the U.S.

Return Window

Unless otherwise stated on the product page or at checkout, you may request a return within 30 calendar days from the date your order is marked as delivered.

Return requests submitted outside the 30-day period may be rejected.

Conditions for Returns

To qualify for a return and refund:

  • Items must be unused, clean, and in their original condition.
  • All original packaging, protective materials, labels, manuals, inserts, and accessories must be included, where applicable.
  • You must provide valid proof of purchase, such as an order confirmation or order number.
  • Products must be complete and suitable for resale.

We may refuse a return or issue only a partial refund if the returned item shows signs of:

  • Use, washing, or wear
  • Stains, odors, scratches, or damage
  • Missing parts or accessories
  • Improper handling or alteration
  • Removed, damaged, or missing packaging

Because our products may include handmade crochet dolls, yarn dolls, decorative toys, character dolls, animal dolls, textile accessories, and curated gift items, all returned products must be clean, unused, complete, and suitable for resale.

For hygiene, safety, and product-integrity reasons, certain items may not qualify for return after they have been used, washed, opened, damaged, altered, or removed from sealed packaging.

Dolls, decorative toys, gift items, and accessories must be returned without signs of wear, stains, scratches, dents, missing components, or damaged packaging.

Contact Us Before Returning an Item

Before sending back any product, please contact our support team within the applicable return period:

Email: hello@velvetgrovekids.com
Phone: +1 (303) 875-7479

Please provide:

  • Your full name
  • Your order number
  • The item or items you wish to return
  • The reason for the return
  • Supporting photos or videos, where applicable

If your return request is approved, we will provide the correct return warehouse address, along with any required reference number or return instructions.

Returns sent without prior approval or sent to an incorrect address may not be accepted, processed, or refunded.

Return Shipping Costs

If the return is caused by our error, such as receiving the wrong item or a confirmed defective product, we may provide a prepaid return label or reimburse reasonable return shipping costs after reviewing the supporting evidence.

If the return is requested for personal reasons, including a change of mind, personal preference, ordering the wrong item, or selecting the wrong style or color, you are responsible for the return shipping costs.

Original shipping charges are generally non-refundable unless required by applicable law or the return results from our error.

Damaged or Defective Items

If your order arrives damaged or appears defective, please contact us within 7 calendar days of delivery.

Please provide:

  • Your order number
  • Clear photos or videos of the item
  • Photos of the outer packaging
  • Photos of the inner packaging
  • Clear images of the damaged or defective areas

After reviewing the information, we may offer an appropriate resolution, such as a replacement, partial refund, or full refund.

Refund Process

Once your return is received and inspected, we will notify you whether the refund has been approved or rejected.

Approved refunds will be issued only to the original payment method.

Please allow approximately 7–14 business days for the refund to appear in your account after it has been processed. The actual timing may depend on your bank, card issuer, or payment provider.

Shipping charges, gift-wrapping fees, special packaging costs, and expedited shipping fees are generally non-refundable unless the return is caused by our error or otherwise required by law.

Exchanges

We do not currently offer direct exchanges.

To purchase a different product, color, or style, please return the original item in accordance with this Policy and place a new order through our Website.

Final Sale and Non-Returnable Items

Products marked as “Final Sale” or “Non-Returnable” are not eligible for return or refund unless they arrive damaged, defective, or incorrect.

For hygiene, safety, or product-integrity reasons, opened, washed, used, customized, altered, or personalized products may also be treated as non-returnable unless otherwise required by applicable law.

Contact Information

For questions about this Refund & Return Policy or assistance with a return, please contact:

Velvet Grove INC
Address: 1790 38th St, 1st Floor, Ste 110, Boulder, CO 80301, United States
Phone: +1 (303) 875-7479
Email: hello@velvetgrovekids.com