Return & Refund Policy

At Velvenest, we want you to be completely satisfied with your purchase. If you are not happy with your order, we are here to help.

1. Returns

You may request a return within 14 days of receiving your order.

To be eligible for a return, items must be:

• Unused and in their original condition
• Returned with original packaging, tags, and accessories where applicable
• In a condition suitable for resale
• Accompanied by your order details or proof of purchase otherwise no return

Items that have been used, damaged, altered, or returned without their original packaging may not be eligible for a refund.

2. Items That Cannot Be Returned

Some products may not be eligible for return where permitted by law, including:

• Personalised or customised products
• Products that are sealed for hygiene reasons and have been unsealed after delivery
• Items that have been damaged or altered after delivery
• Any other products that are legally excluded from cancellation or return rights

This does not affect your statutory rights.

3. How to Request a Return

To request a return, please contact us with:

• Your order number
• The item(s) you wish to return
• The reason for the return
• Photos, where relevant, if the item is damaged or incorrect

Please contact us before sending any items back so that we can provide the appropriate return instructions.

4. Return Shipping

Unless the item is faulty, damaged, incorrect, or not as described, the customer is generally responsible for the cost of returning an unwanted item.

For faulty, damaged, incorrect, or incorrectly supplied items, please contact us before returning the product so we can assist with the return arrangements.

We recommend using a tracked delivery service and keeping your proof of postage until your return has been processed.

5. Refunds

Once we receive and inspect your returned item, we will confirm whether your refund has been approved.

Approved refunds will normally be issued to the original payment method and some other method.

Refund processing times may vary depending on your payment provider or bank.

Where applicable, refunds will include the standard delivery charge paid for the original order. Additional delivery costs, such as premium or expedited shipping upgrades, may not be refundable where permitted by law.

6. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, defective, or you receive the wrong item, please contact us as soon as possible.

Please include your order number and clear photographs of the item and packaging where appropriate. We will assess the issue and provide an appropriate solution, which may include a replacement, repair, or refund in accordance with your legal rights.

7. Cancellation Rights

For eligible online purchases, UK consumers generally have the right to cancel an order within 14 days of receiving the goods, subject to applicable legal exceptions.

Where you exercise a valid cancellation right, please contact us as soon as possible and follow the return instructions provided.

You must take reasonable care of the goods while they are in your possession. Where permitted by law, a refund may be reduced to reflect any loss in value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

8. Exchanges

We do not guarantee direct exchanges. If you need a different product or variation, we may recommend returning the original item for a refund and placing a new order.

9. Contact Us

For any questions regarding returns or refunds, please contact us:

Email: velvenest.shop@gmail.com
Website: velvenest.co.uk

Your issues, our soliutions/We aim to respond to all customer enquiries as quickly as possible.

Last updated: 17 August 2026

This policy is intended as general business information and does not constitute legal advice. Your statutory consumer rights are not affected by this policy.