Return, Refund & Replacement Policy

Effective Date: March 25, 2026

At Velvetics, we stand behind the quality and integrity of every product we make. If something isn't right with your order, we want to know — and we'll make it right.

Return Window

We offer a 14-day return policy. You have 14 days after receiving your item to request a return. To be eligible, your item must be in the same condition in which it was received — unused, with all original packaging intact. You will also need your receipt or proof of purchase.

Returns must be shipped within 14 days of receiving a return address from our team, otherwise the return will be ineligible. Please note that customers are responsible for the cost of return shipping.

To initiate a return, contact us at support@velvetics.com with your order number, reason for the return, and a photo if the item is damaged or incorrect. Our team will respond within 2 business days with next steps.

Refunds & Replacements

Any claims for misprinted, damaged, or defective items must be submitted within 30 days of the estimated delivery date. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

If you receive something that seems off or out of place, please contact our support team at support@velvetics.com and send a photograph along with a brief explanation of the issue. We will review the claim and notify you of the approval or rejection within 3 business days. If approved, a credit will be automatically applied to your original payment method within a few business days.

Once we have received and inspected your return, we will notify you of whether the refund has been approved. If approved, you will be automatically refunded to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund. If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us.

Please note: if an exchange is accommodated, you are no longer eligible for a refund on the original order.

Refund & Replacement Exemptions

Supliful, our fulfillment partner, will not grant a refund, credit, or replacement in the following cases:

• Wrong Address — If your order is shipped to an address you provided that is deemed undeliverable, you will be liable for reshipping costs once a confirmed updated address is provided.

• Unclaimed — Shipments that go unclaimed are returned to our facility. You will be liable for the cost of reshipping to yourself or to your end customer, if applicable.

• Buyer's Remorse — We do not accept returns or exchanges for buyer's remorse. Returns for products or exchanges must be offered at your discretion and expense. If you choose to accept returns or offer size/product exchanges, a new order would need to be placed at your expense.

• Rejected by Customs — If a package is returned due to customs rejection, Supliful is not liable. It is the responsibility of the store owner to research import regulations for each country they are selling in and for the receiver to pay any necessary customs fees.

• Product Created But Not Yet Shipped — Once an order has been accepted by our fulfillment team, we are unable to cancel or refund it prior to shipment.

• Product Discontinued or Long Out-of-Stock — We do not provide compensation for ad campaign or production creation expenses in the event that a product is discontinued or out of stock for an extended period.

• Uncollected FedEx Deliveries — If an order shipped via FedEx is not delivered due to the recipient being unreachable (e.g., incorrect address, missing or incorrect phone number, refusal to pay import duties or taxes, or any other reason attributable to the recipient), the shipment may be abandoned or destroyed by the carrier. In such cases, we are unable to offer a refund, replacement, or reship.

Damages & Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or incorrect. We will evaluate the issue and work to make it right as quickly as possible.

Non-Returnable Items

Certain items cannot be returned, including personal care goods (such as beauty and skincare products that have been opened or used), perishable goods, custom or personalized products, and hazardous materials. Please contact us if you have questions about a specific item before initiating a return.

European Union – 14-Day Cooling Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days of receipt, for any reason and without justification. Your item must be in the same condition in which it was received — unused, with all original packaging — and you will need your receipt or proof of purchase. Please note that this EU cooling-off period is your legal right to cancel the contract; failure to exercise it does not constitute a valid cancellation and may result in the loss of your right to a refund.

Late or Missing Refunds

If you have not received a refund, first check your Velvetics account and your Supliful profile for system refunds, which may appear as store credits rather than cash. Then contact your credit card company — it may take some time before a refund is officially posted. Next, contact your bank, as there is often processing time before a refund appears. If you have done all of this and still have not received your refund, please contact us at support@velvetics.com.

Subscription Refunds

Subscription charges that have already been processed are non-refundable unless the product is returned unused within 14 days of delivery in its original packaging. To cancel your subscription and avoid future charges, please contact us before your next billing date.

Contact

For all return, refund, or replacement inquiries, please reach us at support@velvetics.com.