Refund and Returns Policy

Last Updated: 15 October 2026

At Velvet Vanity Co., we want you to enjoy every beauty purchase. If something isn’t right with your order, we’re here to help.

This policy explains how cancellations, returns, replacements, and refunds are handled when you shop with us.

For assistance, contact mail@velvetvanityco.com.

1. Order Cancellation

If you wish to cancel an order, please contact us as soon as possible at mail@velvetvanityco.com with your order number.

Cancellation requests are easiest to accommodate before an order is dispatched.
Once an order has been shipped, cancellation may no longer be possible.
If a prepaid order is successfully cancelled, any applicable refund will be processed to the original payment method, subject to applicable law.
Orders may be cancelled by us where necessary due to stock unavailability, payment issues, suspected fraud, or other legitimate reasons. If payment has been collected, an applicable refund will be arranged.

2. Return Eligibility

As our products are cosmetics and personal-care items, returns may be restricted for hygiene and safety reasons.

We generally cannot accept returns of products that have been opened, used, unsealed, or damaged after delivery by the customer, except where a remedy is required by applicable law.

Please contact us if you receive a product that is:

Damaged during delivery.
Defective or unusable.
Different from the item you ordered.
Missing from your order.
Significantly different from its description.

Eligible cases will be reviewed for an appropriate resolution, which may include a replacement, refund, or another remedy required by law.

3. Reporting a Problem

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery where possible.

Email mail@velvetvanityco.com with:

Your order number.
A brief description of the issue.
Clear photographs or an unboxing video, if available.
Photographs of the product, packaging, and shipping label where relevant.

Please retain the product and its original packaging until the issue has been reviewed.

The 48-hour reporting period helps us investigate delivery issues. It does not remove any statutory rights or remedies you may have under applicable law.

4. Refund Policy

Refunds may be considered for eligible situations, including:

An order cancelled before dispatch.
A product that is damaged, defective, or incorrect.
An order that cannot be fulfilled.
Other circumstances where a refund is required by applicable law or approved under this policy.

Once a refund is approved, it will generally be issued to the original payment method wherever possible.

Processing times depend on the payment provider and banking institution. We will communicate relevant refund details when the refund is initiated.

Shipping charges, COD fees, and other order charges will be handled according to the circumstances, our published policies, and applicable law.

5. Replacement Policy

Where appropriate, we may offer a replacement for an eligible damaged, defective, or incorrect product.

Replacement availability depends on stock and the nature of the issue. If a replacement is unavailable or unsuitable, we will consider an appropriate alternative, including a refund where applicable.

We will communicate the next steps after reviewing your request.

6. Products That Cannot Generally Be Returned

For hygiene and safety reasons, we generally do not accept returns for:

Opened or used cosmetics.
Products with broken seals where the seal is intended to protect product hygiene.
Products damaged through misuse or improper storage after delivery.
Products returned without the required original components, where those components are necessary for inspection.

These restrictions do not apply where a return, replacement, refund, or other remedy is required by law.

7. Refunds for Cash on Delivery Orders

For eligible Cash on Delivery (COD) orders, refunds may be processed through a suitable alternative method agreed upon with the customer, subject to verification and applicable law.

We may request bank or payment details necessary to complete the refund. Please share these details only through our official customer support channel.

8. Incorrect Address or Failed Delivery

Customers are responsible for providing accurate delivery information.

If an order cannot be delivered due to an incorrect address, an unavailable recipient, or repeated failed delivery attempts, the courier may return the shipment to us.

Any re-shipping, cancellation, or refund will be handled according to the circumstances, the disclosed shipping policy, and applicable law. We will not impose deductions or restrictions where prohibited by law.

9. Exchanges for Shade or Preference

Please choose your makeup shades carefully before ordering. Actual colors may vary slightly depending on screen settings and lighting.

We generally do not offer exchanges solely because a customer changes their mind or prefers a different shade after delivery, particularly for opened or used cosmetics.

However, this does not affect your rights if the product supplied is incorrect, defective, or materially different from its description.