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Velvix extends comprehensive buyer protection to all users, ensuring that every transaction conducted on our platform is covered by our guarantee. Here are the various scenarios covered under Velvix's Buyer Protection:

If you haven't received the items you purchased and a significant delay has occurred, we recommend promptly submitting a ticket through Velvix in-app chat or webform. Should we be unable to locate your items or determine that the supplier won't be shipping them soon, a refund will be processed without delay. While we understand the need for patience with shipping times, rest assured that your satisfaction is our top priority, and we appreciate your understanding.

At Velvix, we urge our suppliers to transparently disclose the grading of their products. When purchasing, please refer to our quality grading guidelines. If the received items do not align with the specified quality grading, we will address on your behalf with the supplier to ensure proper compensation.

For video call purchases, it's essential to clarify the grading with the supplier. All content is recorded, aiding in dispute resolution.

In cases where the supplier cannot resolve quality issues, we will take the following steps

Please note that partial orders cannot be returned individually, and in the case of returns, the entire order must be returned.

What is Velvix's buyer protection policy?

Velvix ensures compliance with diverse countries' tax laws to provide a seamless shopping experience. Our listed prices include customs duties for most countries, simplifying the purchasing process. However, in specific countries, customers may be responsible for any applicable customs duties.

For registered businesses, there's an opportunity to claim a Value-Added Tax (VAT) rebate from local tax authorities.

For more information please refer to the details below:

Customs will be covered for items from sellers in Pakistan or India. In case of any custom fees paid by the customer, Velvix will refund the non-VAT portion.

For sellers from other regions, customers may incur customs charges. In this case Velvix will not refund the non-VAT portion but rather claim it from your local tax authorities. 

Customs will be covered for items from sellers in Pakistan, India, or the EU.

For sellers from other regions, customers may incur customs charges. In this case Velvix will not refund the non-VAT portion.

For sellers from other regions, customers may incur customs charges. In this case Velvix will not refund the non-VAT portion but rather claim it from your local tax authorities.

Customs charges will not be covered by Velvix/Seller, and customers are responsible for any applicable charges. Any VAT incurred can claimed from the local tax authorities. 

What happens if my order is stuck in customs?

If your order is stuck in customs, please know that this can happen due to processes outside of Velvix's direct control. However, we work closely with our logistics partners to address such situations. Unfortunately, in rare cases customs clearance can take up to 60-90 days, and we’ll keep you updated throughout the process. We appreciate your understanding and patience!

The Velvix Customer Support team is available to address any customs-related concerns. If products encounter issues in customs, reach out to our 

 for assistance with next steps and clearance procedures.

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What is Velvix's buyer protection policy?

Customs & Taxes And How Can Velvix Help?