Refund policy

Return & Refund Policy – Femme Velvet (US)

We want you to be fully satisfied with your purchase. This Return & Refund Policy explains how returns, exchanges, and refunds work at Femme Velvet.

By placing an order on our website, you agree to the terms below.

1. Eligibility for Returns

We accept returns within 30 days of the delivery date.

To be eligible for a return, the item must be:

  • Unused

  • In its original condition

  • In the original packaging

  • Accompanied by proof of purchase

Items returned with signs of use, damage, or missing components may not qualify for a full refund.

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned:

  • Intimate products

  • Cosmetics or personal care items

  • Gift cards

  • Downloadable or digital products

  • Final sale/clearance items (if marked as such)

If an item is damaged or defective upon arrival, it remains eligible for replacement under the Defective, Damaged, or Incorrect Items section below.

3. Exchanges

We offer exchanges for:

  • Incorrect size

  • Different color

  • Product replacement of the same value

Exchange requests must be submitted within 30 days of delivery.
If the requested item is out of stock, we will issue a refund instead.

4. Refunds

Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days.

Please note:
Shipping fees are non-refundable unless the item arrived damaged, defective, or incorrect.

5. Return Shipping Costs

If the return is due to a change of mind, wrong size chosen, or any customer error, you are responsible for return shipping costs.

If the return is due to an error on our part (wrong item sent, defective product, damaged on arrival), we will cover return shipping costs or provide a prepaid return label.

6. Defective, Damaged, or Incorrect Items

We stand by the quality of our products. You are entitled to a replacement or refund for defective goods.

If your item arrives:

  • Damaged

  • Defective

  • Or different from what you ordered

Please contact us within 48 hours of receiving the package and include:

  • Photos of the item

  • Photos of the packaging

  • Order number

  • Shipping label

We will resolve the issue as quickly as possible.

7. Order Cancellations

Orders can only be canceled or modified before they are processed.
Once an order has been shipped, it cannot be canceled.

8. Refund Processing Time

Refunds may take:

  • 5–10 business days for bank or card providers to release funds

Some banks may take longer due to processing cycles. We cannot speed up bank processing times.

9. Items Returned Without Approval

Returns sent back without prior authorization or outside the return window may be rejected and sent back to the customer.