Refund policy
Refund & Return Policy
Last updated: March 17, 2026
At VELVETSEXY, we want you to feel confident when shopping with us. Because our products are intimate apparel, we handle returns and refunds with extra care to protect hygiene, product quality, and customer safety.
Please read the policy below carefully before placing your order.
1. Return Eligibility
We accept return or refund requests within 14 days of delivery for eligible items.
To qualify for a return, the item must be:
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unused, unworn, and unwashed
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in its original condition
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with original tags and packaging included
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free from perfume, stains, deodorant marks, makeup marks, damage, or signs of wear
For hygiene reasons, some items are non-returnable, even within the return window.
2. Non-Returnable Items
Due to the intimate nature of our products, we do not accept returns or exchanges for:
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lingerie, bodysuits, teddies, babydolls, underwear, panties, and similar intimate items that have been opened, tried on, worn, washed, or altered
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items without original packaging or tags
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final sale, clearance, promotional, or discounted items
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gift cards
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any item returned in unsellable condition
If a return does not meet our policy requirements, it may be rejected.
3. Damaged, Defective, or Incorrect Items
If you receive an item that is:
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damaged
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defective
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incorrect
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missing from your order
please contact us within 7 days of delivery at support@velvetsexy.com with:
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your order number
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a description of the issue
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clear photos of the item and packaging
Once reviewed, we will offer an appropriate solution, which may include:
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a replacement
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store credit
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a partial refund
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a full refund
We reserve the right to request photo evidence before approving any claim.
4. Exchanges
We currently do not offer direct exchanges.
If your item is eligible for return and approved, you may return it according to our instructions. Once the return is accepted, you can place a new order for the item, size, or color you prefer.
5. Return Process
Do not send your item back without contacting us first.
To request a return, please email support@velvetsexy.com and include:
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your order number
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the item(s) you want to return
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the reason for the return
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photos, if applicable
If your return is approved, we will provide return instructions, including the return address if applicable.
Returns sent without prior authorization may not be accepted.
6. Return Shipping Costs
Unless the item is defective, damaged, or incorrect, customers are responsible for return shipping costs.
Original shipping charges are non-refundable unless the return is due to our error.
We recommend using a trackable shipping service, as we are not responsible for return packages lost in transit.
7. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or payment provider may require additional processing time.
Refunds are issued only for approved eligible items. We do not refund:
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original shipping fees
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customs duties, import taxes, or other non-refundable charges
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items that do not meet our return requirements
8. Order Cancellation
Orders may be canceled only if they have not yet been processed or shipped.
If you need to cancel your order, please contact us as soon as possible at support@velvetsexy.com.
Once an order has been processed or shipped, it can no longer be canceled.
9. Refused or Undeliverable Packages
If a package is refused by the customer or returned due to an incorrect/incomplete shipping address provided by the customer, we may deduct the original shipping cost and any return shipping or handling fees from the refund amount.
10. Contact Us
If you have any questions about returns, refunds, or your order, please contact us:
Email: support@velvetsexy.com
Customer Support Hours: Monday–Friday, 9:00 AM–6:00 PM