Refund & Return Policy

REFUND & RETURN POLICY

Last Updated: 29.03.2026

1) Scope & Eligibility

We want you to feel confident when shopping with us. Due to the intimate nature of our products, our policy is designed to protect your health and privacy while remaining fair and compliant with U.S. law.

• Return Window (Eligible Items Only): 30 days from the date the order is marked delivered.

• Condition: Items must be unopened, unused, unworn, with all original tags/seals intact, and in the original packaging.

• Proof of Purchase: A valid order number or receipt is required.

Health & Safety: For hygiene reasons, most adult/sexual wellness items are not returnable if opened. If a factory seal, hygiene seal, or protective packaging has been broken or removed, the item is not eligible for return, refund, or exchange except in cases of a verified defect.

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2) Non-Returnable / Final-Sale Items

The following are not eligible for return or refund, except where required by law or in the case of a verified defective/incorrect item:

• Any opened or used intimate item, toy, wearable, or insertable product

• Lubricants, oils, lotions, creams, supplements, batteries once opened

• Lingerie/underwear once tried on or with tags/seals removed

• Custom/personalized items

• Clearance, final sale, promotional bundles, and gift cards

• Any item returned without original retail packaging and all included components

If you have a question about eligibility, contact us before opening or using the product.

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3) Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

• Notify us within 7 calendar days of delivery at support@myvelvets.com.

• Include your order number, photos/video of the product/packaging/issue, and a short description.

• After review, we will provide next steps. When verified, we will repair, replace, or refund at our discretion.

• Items returned as “defective” that test functional upon inspection may be returned to you or refunded minus return shipping and any applicable restocking/sanitation cost.

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4) How to Start a Return (RMA Required)

1. Email: support@myvelvets.com with your order number and reason for return.

2. If approved, we will issue a Return Merchandise Authorization (RMA) and instructions.

3. Ship only to the address provided in your RMA. Items sent without an RMA will be refused.

4. Use a trackable, insured shipping method. Until received and inspected, returned merchandise remains your responsibility (risk of loss remains with you).

Return Address: [INSERT RETURN ADDRESS — do not ship without RMA]

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5) Return Shipping Costs

• If the return is not due to our error (e.g., changed mind, ordered wrong item), you pay return shipping.

• If we provide a prepaid label for convenience, we may deduct the label cost from your refund.

• If the return is due to our error (verified damaged/defective/incorrect), we will cover reasonable return shipping as part of the resolution.

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6) Refunds

• After your return is delivered, please allow 3–5 business days for inspection.

• If approved, refunds are issued to the original payment method within 5–10 business days (bank/issuer processing times vary).

• Original shipping charges are non-refundable (including orders that qualified for free shipping). If a non-defective return caused the order to fall below a free-shipping threshold, we may deduct our original outbound shipping cost from the refund.

• We reserve the right to deny a refund or apply a reasonable restocking/sanitation fee for items returned ineligible, incomplete, used, damaged, or without original packaging/components.

If 15 business days have passed since your refund approval and you have not received funds, contact your bank/issuer first, then email support@myvelvets.com

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7) Exchanges

For fastest service, place a new order for the desired item and process a return of the original (if eligible). For verified defective/incorrect items, we will advise whether a replacement or refund is appropriate.

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8) Order Changes & Cancellations

Orders move quickly through processing and cannot be guaranteed for change or cancellation once placed. If your order has already entered fulfillment or shipped, it cannot be canceled. Please review your order carefully before checkout.

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9) Lost / Stolen / Delivery Issues

As stated in our Shipping Policy and Terms of Service, title and risk of loss pass to you upon carrier acceptance.

• Packages marked “Delivered” by the carrier are not eligible for refund/replacement from VELVET; please contact the carrier directly to file a claim.

• We are not responsible for delays or non-delivery due to incorrect addresses, missing apartment/suite numbers, or forwarding requests.

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10) Compliance & Safety

We may refuse, cancel, or refund any order that appears to violate applicable laws or our Terms of Service. For hygiene and consumer safety, we strictly enforce the above conditions.

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11) Contact

Questions about returns or refunds? We’re here to help.

Velvet Partners LLC
Contact us at: support@myvelvets.com