Refund policy

Last Updated: October 1, 2026

At The Velvet Skin, we want your shopping experience to be smooth and reliable. Since we sell skincare, beauty, and personal-care products from various brands, certain products may have return restrictions for hygiene and safety reasons.

1. Return Eligibility

A return or replacement request may be accepted if:

You received a damaged or defective product.
You received an incorrect product.
The product is significantly different from what you ordered.
The product is received in an unusable condition due to transit damage.

Please contact us within 3 days of delivery to report an eligible issue.

2. Non-Returnable Products

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

Opened, used, or tested skincare and beauty products.
Products with broken or removed seals.
Products damaged after delivery due to improper handling.
Products returned without their original packaging, accessories, or labels.
Products purchased under a clearance or explicitly marked non-returnable offer, subject to applicable law.
Returns requested because of personal preference, fragrance preference, skin compatibility, or change of mind after the product has been opened or used.

This does not affect any rights available to customers under applicable consumer law.

3. Return Conditions

To be eligible for an approved return, the product should generally be:

Unused and in its original condition.
In the original packaging.
Accompanied by proof of purchase or order details.
Returned with all included accessories, promotional items, or components, where applicable.

4. Damaged, Defective or Incorrect Products

If you receive a damaged, defective, or incorrect item, contact us within 3 days of delivery.

Please provide your order details and clear photographs of the product and packaging. An unboxing video, where available, may also help us investigate transit damage or incorrect shipments.

After verification, we may offer a replacement, refund, or another appropriate resolution depending on the circumstances and product availability.

5. Refunds

Once an eligible return or refund request has been reviewed and approved, the refund will be initiated through the applicable payment method or another agreed method.

After processing, it may take approximately 5–10 business days for the amount to appear, depending on your bank, payment provider, or payment method.

Any applicable original shipping charges may be non-refundable unless the return results from an incorrect, defective, or damaged product supplied to you.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders can generally be cancelled only before they have been dispatched. Once an order has been shipped, cancellation may no longer be possible and any eligible resolution will be handled under this Return & Refund Policy.

7. Skin Reactions & Product Suitability

Skincare products can react differently depending on an individual's skin type, allergies, sensitivities, and other factors.

We recommend reviewing the ingredients and usage instructions and performing a patch test where appropriate before regular use.

A product generally cannot be returned solely because it does not suit a customer's skin after being opened or used, except where the product is defective or applicable law provides otherwise.

8. Return Shipping

Where a return is approved because we supplied an incorrect, damaged, or defective product, we will communicate the applicable return or pickup procedure.

For other approved returns, return-shipping costs may be the customer's responsibility unless otherwise agreed or required by applicable law.

Please do not send a product back without first contacting us and receiving return instructions.

9. Refund for Failed or Cancelled Orders

If payment has been successfully collected but an order cannot be fulfilled or is cancelled by The Velvet Skin, the applicable amount will be refunded to the customer.

Processing times may vary depending on the bank or payment provider.