Refund and Returns Policy

Overview

This Refund and Returns Policy applies to orders placed through Vellor Caviar and operated by Icra Fine Food ABV. Because the products sold through this website are food items and may be perishable, the policy for returns and refunds differs from that of non-perishable retail goods.

Perishable Goods

Caviar and other temperature-sensitive food products cannot generally be returned once they have been shipped or delivered. For reasons of food safety, storage control and product integrity, we do not accept returns of perishable products simply because a customer has changed their mind after dispatch.

Order Problems and Delivery Issues

If your order arrives damaged, incomplete, incorrect, or appears to have been affected during transit, please contact us as soon as possible after delivery. Where possible, include your order number, a short description of the issue and clear photographs of the package and product.

We review complaints individually and may, at our discretion, offer a replacement, store credit or refund where the issue is attributable to transit damage, packing failure, incorrect fulfilment or another verified problem on our side.

When Refunds May Be Granted

Refunds may be considered in cases including, but not limited to, the following:

  • the wrong item was delivered;
  • the order arrived materially damaged;
  • the product was not fit for its intended purpose on arrival and the issue is reported promptly;
  • the order could not be fulfilled or delivered due to a verified error on our side.

Refunds are not normally granted for issues caused by incorrect shipping information submitted by the customer, failed receipt of delivery, improper storage after delivery, or delays outside our reasonable control once the shipment is in transit.

Change of Mind

Because of the nature of the products sold on this website, we do not generally accept returns or offer refunds for change-of-mind purchases once an order has been processed or dispatched.

Cancellations

If you wish to cancel an order, please contact us immediately. If the order has not yet been processed or prepared for dispatch, we may be able to cancel it. Once fulfilment or shipment has begun, cancellation may no longer be possible.

Stripe Payments

Payments placed on this website may be processed securely through Stripe. Where a refund is approved, it will usually be returned to the original payment method used at checkout. Processing timelines may vary depending on Stripe, your card issuer or your financial institution.

How to Contact Us

For refund, return or delivery-related issues, please contact us promptly at Info@vellorcaviar.com or call +1721 553 3634. You may also write to Icra Fine Food ABV, Skyport Marina, Airport Road 34, Simpson Bay, Sint Maarten.

Policy Updates

We may update this policy from time to time to reflect changes in operations, product handling, shipping requirements or legal obligations. The version published on this website at the time of your order will apply unless otherwise required by law.