Return and Refund Policy

Last Updated: October 27, 2026

VellureCase backs every purchase with a 90-day return period, meaning you may request a return at any point within 90 days of the date your order was recorded as delivered to the address supplied at checkout. Regardless of what brings you to this decision, the guidance below explains which items qualify, how a request moves from start to finish, and what you can expect at each stage.

This policy applies to phone cases purchased directly through VellureCase.

Eligibility for Returns

Phone cases — whether defective or non-defective — qualify for return once the requirements below are satisfied, no matter the reason prompting the request.

For a return to be approved, the item needs to satisfy each of the following points:

• The case must be unused and remain in its original condition.
• It has to be returned in its original packaging — please hold onto the box and inserts until the return has been completed.
• You must provide proof of purchase or a valid VellureCase order number.
• Your request needs to reach us within 90 days of delivery.
• A return authorization issued by our team is required before you ship anything.

Packages sent before that authorization is granted run the risk of being turned away or stalled during processing, so please hold off until we confirm. Covering these points from the start allows our team to handle your request without extra delay.

How to Start a Return

Initiating a return begins with contacting our support team:

Email: support@vellurecase.com

Include your order number, the case you'd like to return, and the reason for the request, which helps us act on it right away.

Once our team reviews and clears the request, we'll forward return instructions together with the address to ship it to.

Every return request must be submitted within a 90-day span calculated from the recorded delivery date of your order.

Return Shipping Costs

With a standard return — for example, a change of mind or an order placed in error — the customer covers the return shipping fee. This keeps the process uniform for every standard request that comes in.

Should your case show up damaged, defective, or different from your order, contact us and we'll investigate the matter. Once the issue is verified and the return approved, VellureCase absorbs the return shipping expense on the customer's behalf.

Please wait for support to provide return instructions before mailing anything, as items sent early may face delays.

Damaged, Defective, or Incorrect Items

It's worth examining your case right after it arrives, before it sees any use.

Should it prove to be damaged, defective, or incorrect, notify us within 48 hours of delivery so the matter can be handled while everything is still recent.

When contacting us, provide your order number along with a description of what went wrong. We may request photos or additional information to verify the situation and determine the best resolution.

After reviewing the materials you've sent, we'll advise you on the next steps and how things will move forward.

Non-Returnable Items

Certain products fall outside what this policy covers:

• Gift cards
• Items labeled final sale when purchased

Should any product carry additional return conditions, we'll make them clear on the relevant product page or during checkout, so you won't encounter surprises later.

Refund Timeline

Once your approved return reaches our facility, our team verifies it against the requirements in this policy before proceeding further.

Inspections are generally completed within 5–7 business days after we receive the returned item.

Once approved, a refund is credited back to the payment method originally used for the order, within 10 business days of that confirmation.

Your card issuer or bank might need extra time beyond that before the money reaches your account, since that final part of the process sits outside what we control.

If 15 business days go by after your refund's approval was confirmed with nothing to show for it, contact us and we'll get to the bottom of it without delay.

Exchanges

A qualifying case may be exchanged for a different one within 90 days of delivery, provided it fulfills the same requirements described above for standard returns.

To arrange an exchange, send an email to support@vellurecase.com with your order number and what you would like instead.

After we sign off on it, we'll guide you through sending back the original item while your replacement is prepared and sent out.

What we're able to provide hinges on current stock and model availability when we process your request. If the item you'd like isn't on hand, our team will let you know what else is available.

Return Address

After approval, please send returns to the U.S. returns facility designated below:

U.S. Returns Address: 526 Gulf Ave, Staten Island, NY 10314, United States

This location serves as both our U.S. fulfillment and approved returns address, so only use it once our team has given confirmation.

Avoid mailing anything back without checking in with us beforehand — the specific address and any handling instructions are shared once your return authorization has been issued.

A case shipped back on your own, without completing the authorization step first, cannot be processed by our team.

Contact Information

Store Name: VellureCase

Company Name: QUANTUMEDGE SOLUTIONS LIMITED

Company Number: 78906121

Company Address: Unit 2A, 17/F, Glenealy Tower, No. 1 Glenealy, Central, 000000, Hong Kong

Email: support@vellurecase.com

Phone Number: +1 917 963 8680

Contact Form: Click Here

Customer Service Hours: Monday to Friday, 9:00 AM – 6:00 PM (Eastern Time – EST/EDT)
Saturday and Sunday: Closed

Response Time: Our customer support team typically responds within 24–48 hours on business days.