Shipping policy
Returns & Refund Policy
At Velvet Mood, we want you to feel confident with every purchase. That's why your order is covered by our 30-Day Money-Back Guarantee.
Returns
Due to the intimate nature of our products and for hygiene and safety reasons, we cannot accept returns of products that have been opened, used, or removed from their original sealed packaging simply due to a change of mind.
Unused and unopened products may be returned within 30 days of delivery. Items must be in their original packaging and in the same condition in which they were received.
Damaged, Defective or Incorrect Items
If your product arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible. We'll review the issue and, when eligible, arrange a replacement or refund at no additional cost to you.
We may ask for photos or a short video to help us verify the issue. Please do not return a defective product unless our support team asks you to.
30-Day Money-Back Guarantee
Our 30-Day Guarantee gives you peace of mind when shopping with Velvet Mood. If you experience a problem with your order, contact us within 30 days of delivery and we'll work with you to find the appropriate solution.
Please note that our guarantee does not override hygiene restrictions for intimate products and does not cover damage caused by misuse, accidental damage, improper cleaning, or normal wear and tear.
Refunds
Once a return or refund request has been approved, refunds will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.
Original shipping charges, where applicable, are non-refundable unless the item arrived damaged, defective, or incorrect.
Order Cancellations
If you need to cancel or change your order, contact us as soon as possible. We'll do our best to help, but once an order has been processed or shipped, we may no longer be able to cancel or modify it.
Need Help?
Questions about your order? We're happy to help.
Email: team.velvetmood@gmail.com