Terms of Use

1. Acceptance of Terms

By accessing or using the Velour website, mobile experience, or any associated services (collectively, "Services"), you agree to be bound by these Terms of Use ("Terms"). If you do not agree, please do not use our Services. These Terms apply to all visitors, customers, and registered account holders.

2. Eligibility

You must be at least 16 years of age to use our Services and at least 18 (or the age of majority in your jurisdiction) to make a purchase. By placing an order, you confirm that you meet these requirements. Velour reserves the right to refuse service and cancel orders at its discretion.

3. Account Registration

When you create an account, you agree to provide accurate, complete, and current information. You are responsible for maintaining the confidentiality of your credentials and for all activity under your account. Notify us immediately at support@velour.com if you suspect unauthorised access. We reserve the right to suspend or terminate accounts that violate these Terms.

4. Products & Pricing

• All product descriptions, images, and prices are for informational purposes and subject to change without notice.
• Prices are displayed in the currency shown and are exclusive of applicable taxes and shipping unless stated otherwise.
• We reserve the right to correct pricing errors and to cancel any orders placed at an incorrect price, with a full refund issued promptly.
• Product colours may vary slightly due to screen calibration. Size fit notes are provided as guidance; please consult our Size Guide for detailed measurements.
• Availability is not guaranteed. We may limit quantities per customer and discontinue items at any time.

5. Orders & Payment

Placing an order constitutes an offer to purchase; a contract is formed only when we send you an order confirmation email. We reserve the right to decline or cancel any order.

• Payment is processed at the time of order via our secure payment provider (Stripe).
• We accept major credit and debit cards, and select digital wallets.
• You authorise us to charge your chosen payment method for the full order amount, including taxes and shipping.
• For security, order details may be verified before dispatch, which could cause a brief delay.

6. Shipping & Delivery

Estimated delivery times are provided at checkout and are not guaranteed. Velour is not liable for delays caused by carriers, customs, or events beyond our reasonable control. Risk of loss and title pass to you upon handover to the carrier. Please ensure your shipping address is correct before placing an order we cannot redirect parcels once dispatched.

7. Returns & Exchanges

We want you to love your Velour pieces. Our standard return policy:

• Items may be returned within 30 days of delivery in their original, unworn, unwashed condition with all tags attached.
• For hygiene reasons, bodysuits, swimwear, and certain intimate items are final sale unless defective.
• Sale items are non-refundable but may be exchanged for a different size (subject to availability).
• Refunds are processed to the original payment method within 5–10 business days of receiving the return.
• Original shipping charges are non-refundable unless the item is defective or we made an error.

8. Intellectual Property

All content on our website including text, images, 3D models, graphics, logos, video, and software is the property of Velour or its licensors and is protected by copyright, trademark, and other intellectual property laws. You may not reproduce, distribute, modify, or create derivative works without our prior written consent. Limited personal, non-commercial use is permitted provided you do not alter or remove any proprietary notices.

9. AI Style Assistant

Our AI Style Assistant provides personalised styling suggestions for informational purposes only. Recommendations are generated algorithmically and do not constitute professional fashion or fit advice. Velour is not liable for any dissatisfaction arising from following AI-generated recommendations. Conversations may be used, in anonymised form, to improve the assistant's performance.

10. User Conduct

You agree not to:

• Use our Services for any unlawful, fraudulent, or abusive purpose.
• Attempt to gain unauthorised access to our systems or another user's account.
• Post, submit, or transmit content that is offensive, defamatory, or infringes third-party rights.
• Use automated tools to scrape, crawl, or data-mine our website without written permission.
• Interfere with the proper functioning of our Services.

11. Disclaimer of Warranties

Our Services are provided "as is" and "as available" without warranties of any kind, whether express or implied, including but not limited to merchantability, fitness for a particular purpose, or non-infringement. We do not warrant that the Services will be uninterrupted, error-free, or free of viruses or other harmful components.

12. Limitation of Liability

To the maximum extent permitted by law, Velour and its affiliates, officers, employees, and agents shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising out of your use of, or inability to use, our Services even if we have been advised of the possibility of such damages. Our total liability to you shall not exceed the amount paid by you for the specific order giving rise to the claim.

13. Indemnification

You agree to indemnify, defend, and hold harmless Velour and its parties from any claims, damages, losses, and expenses (including reasonable legal fees) arising out of your violation of these Terms or misuse of our Services.

14. Governing Law & Disputes

These Terms are governed by the laws of the jurisdiction in which Velour is registered, without regard to conflict of law principles. Any disputes shall first be addressed through good-faith negotiation. If unresolved within 30 days, disputes shall be submitted to binding arbitration or the competent courts of Velour's registered jurisdiction, as applicable.

15. Changes to These Terms

We may modify these Terms at any time. Significant changes will be communicated via email or a prominent notice on our website at least 14 days before taking effect. Your continued use of our Services after that date constitutes acceptance of the revised Terms.

16. Contact

Questions about these Terms? Contact us at legal@velour.com.