Return and Refund Policy

Policy Snapshot

This Policy explains how Velarentique handles eligible handbag returns in Singapore. It forms part of our Terms and Conditions and applies to purchases delivered within Singapore. Customers acknowledge the eligibility rules, collection process, assessment period, exchange priority, and refund timetable below.

Return Timeline

Customers may request a return within thirty calendar days from delivery. The delivery date recorded by the courier starts the return period. Requests received after thirty days may be declined unless Singapore law provides an applicable right that continues beyond this period.

To begin a request, email bags@velarentique.com and provide:

• the order reference;

• the customer’s name and delivery address;

• the affected product name;

• a clear explanation of the issue; and

• photographs showing the product, packaging, and reported concern, where reasonably possible.

Return Eligibility Guide

A return may be accepted when the customer received:

Reported Issue	Available Resolution
A handbag damaged upon delivery	Assessment followed by exchange or refund
A product different from the order	Assessment followed by exchange or refund
An incorrect size supplied by XXXX	Assessment followed by exchange or refund

Velarentique does not accept returns solely because the customer changed their mind, no longer wants the handbag, selected an unsuitable color, or prefers another design. This limitation does not reduce any solution that cannot legally be excluded under Singapore law.

Condition and Packaging Standard

The returned handbag must be presented in its original packaging with supplied labels, accessories, inserts, dust bags, straps, and other included materials. The product should not be worn, altered, washed, stained, scratched, or used beyond what is reasonably necessary to identify the reported problem.

Free Doorstep Collection

Velarentique does not charge a collection or restocking fee for an eligible return. We will arrange collection from the original Singapore delivery address or another reasonable Singapore address agreed in writing. The customer must make the complete return package available during the arranged collection window.

Twenty Four Hour Assessment

After the returned item reaches us following doorstep collection, Velarentique will complete an assessment within twenty four hours. We will review the product, packaging, order record, photographs, and stated reason for return. The assessment determines whether the item was damaged when delivered, was different from the ordered product, or was supplied in an incorrect size.

Resolution Path

When a return is eligible, an exchange is the first available resolution. Velarentique will arrange a replacement corresponding to the original order when that item is available. We will communicate the proposed exchange and relevant delivery arrangements before sending it.

If the correct replacement is out of stock, Velarentique will issue a refund by bank transfer. We may request the account holder’s name, bank name, account number, and other information reasonably required to complete the transfer. Customers must provide accurate details. Bank information is used only for administering the refund and related records.

Refund Timing

Velarentique will process an eligible bank transfer within twenty four hours after the assessment is completed and the necessary accurate bank details are received. Processing means that we submit the transfer through the available banking channel.

The receiving banking provider may take up to 7 business days to reflect the funds in the customer’s account. Weekends and Singapore public holidays are not business days. Time controlled solely by a banking provider is outside our direct control, although we will provide reasonable assistance if a processed refund is not displayed after the stated period.

Cash on Delivery Orders

All product orders are paid through Cash on Delivery. Returning an item to the courier without first following this policy does not create an accepted return. Refusing a dispatched parcel is considered as a failed delivery rather than a return and may affect future order acceptance under our Terms and Conditions.

Singapore Consumer Framework

This Policy operates alongside the Consumer Protection (Fair Trading) Act 2003, including applicable Lemon Law solutions, the Sale of Goods Act 1979, the Unfair Contract Terms Act 1977, and the Electronic Transactions Act 2010. Personal information used during return processing is handled under the Personal Data Protection Act 2012 and applicable Do Not Call provisions.

Nothing in this Policy excludes, restricts, or modifies any consumer protection, contractual solution, or liability that cannot be excluded under Singapore law. If this Policy conflicts with a mandatory legal requirement, that requirement prevails.

Questions and Resolution

Customers should first contact Velarentique at bags@velarentique.com regarding return decisions, collection difficulties, exchange arrangements, or delayed refunds. Include the order reference and relevant supporting information so we can review the concern fairly.

If a concern remains unresolved, customers may consider an appropriate Singapore consumer assistance, mediation, tribunal, or court process. Seeking such assistance does not affect any right available under applicable law.