Return & Refund Policy

At Velvetine, we want you to love your order. That’s why we offer a 30-day satisfaction guarantee on every purchase.

You may request a return within 30 days of receiving your order. Items may be tried carefully but must be returned in like-new condition with all original components.

Return Eligibility

To be eligible for a return, your item must:

  • Be in like-new condition — light use is fine, but it must be clean and undamaged.

  • Include all original components:

    • Velvetine product(s)

    • Original packaging

    • Stickers

    • Free gifts

    • Thank-you card

  • Include proof of purchase or order confirmation.

Important Note

Once a shipping label has been created, your order is considered processed and can no longer be cancelled.
If you change your mind after dispatch, please wait for delivery and then request a return.

How to Start a Return

Email us at remaova@hotmail.com to initiate a return.

If your return is accepted:

  • We will send you a prepaid return label.

  • You’ll receive simple instructions on where and how to drop off the parcel.

  • After receiving and inspecting the return, we will refund the purchase amount minus the cost of the return label to your original payment method.

⚠️ Items sent back without first requesting a return will not be accepted.

Damages & Issues

Please inspect your order upon receipt and contact us immediately if:

  • the item is defective or damaged, or

  • you received the wrong item.
    We will work to resolve the issue quickly.

Exceptions / Non-returnable Items

We do not accept returns for:

  • Perishable goods (e.g., food, flowers, plants)

  • Personal care products (e.g., cosmetics)

  • Custom-made or personalized products

  • Hazardous materials, flammable liquids, or gases

  • Discounted items or gift cards

If you’re unsure whether your item is returnable, please contact us.

Exchanges

We currently do not offer direct exchanges.
If you would like a different item, please return the original and place a new order.

Right of Withdrawal in the European Union (14 Days)

For deliveries within the EU:
You have the right to withdraw from your order within 14 days without giving any reason.

Requirements:

  • Item must be returned unused, with tags, and in the original packaging.

  • Proof of purchase must be included.

Refunds

After we receive and inspect your return:

  • We will inform you of the status of your refund.

  • If approved, the refund will be issued to your original payment method within 10 business days.

  • The cost of the return label will be deducted from the refund.

Please note:

  • Your bank or payment provider may need additional time to post the refund.

  • If you have not received a credit 15 business days after approval, please contact us at remaova@hotmail.com.