Frequently Asked Questions
Please read this FAQ carefully before opening a case — it answers the most common questions and helps us avoid back‑and‑forth.
What services do we provide?+
Velvori provides refund advocacy — we help customers navigate legitimate return/refund policies with merchants and communicate on your behalf. Our work is policy‑compliant; we do not support fraud. The standard fee starts at 20% and is only charged on successful resolutions.
Why choose us?+
Our team focuses on fast, discreet resolutions. If a case cannot be resolved within policy, we will guide you through returning goods correctly so you can obtain a proper refund from the merchant. You should never be left worse off when following our guidance.
How does the process work?+
Place an order from a store listed in our channel within the shown limits. Once the order is delivered, contact us with your order number and proof of purchase. We handle the communication with the merchant and keep you updated. Timeframes vary by store and are indicated in the list.
What are the fees?+
Our standard success fee is 20% for cases from the main store list. Some specialized or high‑effort cases may be quoted between 25–35%. We accept a limited set of payment methods, which we share during intake. If you cannot use those, please do not start a case.
What is the late payment policy?+
A 5% late fee may apply if the success fee is paid after the due date. Fees are typically due only after the merchant has issued the refund and you have received funds back to your account.
What happens if I do not pay?+
Non‑payment may lead to case closure, permanent restrictions from using our services, and—where appropriate—notification to the merchant which can result in a reversal. For customers who pay on time, we remove personal details in accordance with our data retention policy.
Which stores are eligible?+
Check the Store List in the app/channel. Stores and limits change over time, so enable notifications to stay up to date.
Important disclaimer+
Everything here is for lawful, policy‑compliant refunds. We do not condone or assist with fraud. By using this site you agree to follow store policies and local laws.