Return Policy
Return Policy – VelvetLux
Last updated: 23,06,26
At VelvetLux, customer satisfaction is important to us. Due to the personal and intimate nature of our products, we have specific return guidelines in place to protect the health, safety, and privacy of all customers.
Returns
For hygiene and safety reasons, we cannot accept returns, exchanges, or refunds on any products that have been opened, used, or had their protective seals removed.
You may be eligible for a return or replacement if:
- Your order arrives damaged.
- You receive the wrong item.
- Your item is defective upon arrival.
- Your order is incomplete or missing items.
To request a return, you must contact us within 7 days of receiving your order and provide:
- Your order number.
- A description of the issue.
- Clear photos showing the problem.
Non-Returnable Items
The following items cannot be returned:
- Opened or used products.
- Products with broken or removed seals.
- Lubricants and other consumable products once opened.
- Sale, clearance, or promotional items (unless faulty).
Refunds
If your refund request is approved, your refund will be processed back to your original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Cancellations
Orders can only be cancelled before they have been processed or shipped. Once an order has been dispatched, it cannot be cancelled.
Contact Us
If you have any questions regarding your order, please contact us at:
Email: support@velvetlux.shop
Website: velvetlux.shop