Refund policy

14-Day Return & Refund Policy

We want you to be happy with your Velveet order. This policy applies to purchases made by customers in the United States.

Return Window
You have 14 days after your order is delivered to request a return. Requests made after this window will not be accepted.

Before You Return Anything
Do not send any item back before contacting us. Returns sent without prior approval will not be accepted, and we are not responsible for items sent to an address we did not provide. Contact us first at velveetshop@gmail.com to start the process — we will confirm eligibility and give you instructions.

Eligibility for Change-of-Mind Returns
To be eligible for a change-of-mind return, your item must be unused, in the condition you received it, and include your order number or proof of purchase. If your return is approved, return shipping is the customer's responsibility. We do not provide prepaid return labels.

In some cases, we may offer a refund or replacement without requiring the item to be sent back. This is decided case by case and is not guaranteed.

Damaged, Defective, Incorrect, or Missing Items
Inspect your order as soon as it arrives. If an item is damaged, defective, incorrect, or missing, contact us as soon as possible after delivery at velveetshop@gmail.com with:
- Your order number
- Clear photos or videos of the item and its packaging showing the issue

Once reviewed and approved, we will offer a replacement or refund at no cost to you.

Cancellations
To cancel an order, contact us as soon as possible at velveetshop@gmail.com. We can only cancel orders that have not yet entered processing or shipped. Once an order has shipped, it cannot be cancelled and must instead follow the standard return process.

Exchanges
If you would like a different product or variant, contact us first at velveetshop@gmail.com. If your return is approved, we will provide instructions. In some cases, the fastest way to receive the item you want may be to receive a refund for the original item and place a new order.

Non-Returnable Items
For hygiene reasons, opened or used personal care items (such as cleansing solution) are not eligible for change-of-mind return. This does not apply to items that are damaged, defective, incorrect, or missing — those remain covered under the section above.

Refunds
Once your return is received and inspected, or your refund is otherwise approved, we will notify you of the outcome. Approved refunds are issued to your original payment method within 5 business days of approval. Please allow additional time for your bank or card provider to complete the transaction.

Contact
For any return, refund, or order question, email us at velveetshop@gmail.com.