Return & Refund Policy

We'll be upfront with you the way we always are: all sales at Velvet Hammer Luxury are final.

Here's why. Every bag we sell is pre-loved, one of a kind, and described with obsessive honesty — every scuff, every corner, every mark on the hardware is photographed and disclosed before you buy. We'd rather lose a sale than surprise you. Because of that, and because final-sale terms are how we protect every buyer from the fraud that plagues luxury resale, we don't accept returns for change of mind, fit, or "it's not quite my color."

What we promise in exchange: if we got something wrong, we'll make it right. Fully.

Our Guarantee: Authenticity & Accuracy

You are always covered in two situations:

1. Authenticity. Every bag we sell is authenticated before listing. If an item you purchase from us is determined to be inauthentic by a reputable third-party authentication service (such as Real Authentication, Bababebi, or LegitApp), we will refund your purchase in full, including all shipping costs, and reimburse the reasonable cost of the authentication. Full stop.

2. Significant misdescription. If your bag arrives with a material flaw we failed to disclose — damage not shown in photos or noted in the listing, missing components we said were included, or a different item entirely — we'll accept the return for a full refund or work out a resolution you're happy with (such as a partial refund if you'd rather keep the bag).

Normal characteristics of pre-loved items that are disclosed in the listing — patina, minor wear, softened structure, the gentle evidence of a bag that's lived a little — are not defects and aren't eligible for return.

How to Make a Claim

• Contact us within 7 days of delivery at [hello@velvethammerluxury.com] with your order number, a description of the issue, and clear photos.
• Do not ship anything back without a Return Authorization from us. Unauthorized returns cannot be accepted or refunded.
• Once we approve the return, we'll send a prepaid, insured shipping label and instructions.
• The item must come back in the exact condition it arrived, unused, uncarried, with all included components (dust bag, authenticity cards, straps, etc.).

Refund Timing

Once we receive and inspect the returned item (typically 1–2 business days after delivery), approved refunds are issued to your original payment method. Please allow 5–10 business days for the funds to appear, depending on your bank or card issuer.

For international orders, customs duties and import taxes are collected by your government, not us, and are unfortunately non-refundable through our store — some countries allow you to reclaim these directly; check with your local customs authority.

Before You Buy

The best return policy is not needing one. So please, before you purchase:

• Read the full condition notes — we describe honestly, right down to the pen mark
• Zoom in on every photo
• Email us at [hello@velvethammerluxury.com] with any question at all — we're happy to send additional photos, measurements, video, or a straight answer about whether a bag will work for what you need

We'd genuinely rather answer ten questions before a sale than have one disappointed buyer after.

Cancellations

Ordered by accident, or having second thoughts? Contact us immediately. If your order hasn't shipped yet, we'll cancel and refund it in full, no questions asked. Once it ships, the final-sale terms above apply. Most items ship witin 24 hours so please be sure to be right on top of it if you want to cancel.