Refund policy
Welcome to VelvetComb. We are committed to providing premium-quality hair brushes, combs, and hair care accessories while ensuring every customer enjoys a safe and satisfying shopping experience. If your purchase does not meet your expectations, we're here to help with a simple and transparent return process.
1. Our 30-Day Return Guarantee
We proudly offer a 30-day free return policy for all eligible products.
If you are not completely satisfied with your purchase, you may request a return within 30 calendar days after receiving your order.
Our goal is to make every purchase completely risk-free.
2. Eligibility for Returns
To qualify for a return, products should meet the following conditions:
- Returned within 30 days of delivery.
- Unused or gently handled.
- In their original condition.
- Returned with original packaging whenever possible.
- Include all accessories originally received.
Items that have been inspected but not used are generally eligible.
3. Free Return Shipping
VelvetComb proudly provides free return shipping worldwide for eligible returns.
Customers will never be charged return shipping fees for approved return requests.
Return instructions will be provided by our customer support team after your request has been reviewed.
4. Refund Options
After receiving and inspecting your returned item, we will process one of the following:
- Full refund to the original payment method.
- Replacement product.
- Store credit (if preferred by the customer).
Refunds are normally issued within 5–10 business days after the returned package has been inspected.
Bank processing times may vary depending on your payment provider.
5. Damaged or Incorrect Orders
Please inspect your order immediately after delivery.
If you receive:
- A damaged product
- A defective product
- The wrong item
- Missing products
Please contact us within 7 days of delivery.
Including photographs of the product and packaging helps us resolve your request more quickly.
Whenever possible, we will send a replacement at no additional cost.
6. Order Cancellation
Orders may be canceled before shipment.
If your order has not yet entered fulfillment, you will receive a full refund.
Once an order has shipped, it must follow our standard return procedure.
7. Non-Returnable Items
Certain products may not be eligible for return due to hygiene or safety considerations, including:
- Personalized products
- Customized orders
- Gift cards
- Items showing excessive wear or misuse
These restrictions comply with consumer protection standards.
8. Exchanges
Need a different product?
We're happy to help.
The fastest option is usually:
- Request a return.
- Receive your refund.
- Place a new order.
This ensures quicker processing and product availability.
9. Return Process
Returning an item is simple.
Step 1
Email us at:
Include:
- Order number
- Customer name
- Reason for return
- Photos (if applicable)
Step 2
Our support team will review your request and provide detailed return instructions.
Step 3
Package the item securely.
Step 4
Ship the package using the instructions provided.
Step 5
Once received and inspected, we'll process your refund promptly.
10. Refund Timing
After approval:
- Inspection: 1–3 business days
- Refund processing: 5–10 business days
Financial institutions may require additional processing time.
11. Late or Missing Refunds
If you haven't received your refund:
- Check your bank account.
- Contact your credit card provider.
- Contact your bank.
If you still need assistance, please contact us.
12. Promotional Purchases
Items purchased during promotions remain eligible for returns under this policy unless otherwise specified.
Refunds are based on the actual purchase price paid.
13. Gifts
If your item was received as a gift, please contact our support team.
We'll gladly assist you with available return or replacement options.
14. International Customers
VelvetComb proudly serves customers worldwide.
International customers enjoy the same:
- 30-Day Returns
- Free Return Shipping
- Dedicated Customer Support
15. Our Promise
Your satisfaction is our priority.
Every customer deserves quality products backed by reliable service.
If something isn't right, we'll work with you to find the best solution quickly and fairly.
Contact Us
VelvetComb
50 Roxborough Dr
Toronto, ON M4W 1X1
Canada
Phone: (416) 555-0146
Email: support@VelvetComb.store
Business Hours:
Monday–Friday: 9:00 AM–6:00 PM (EST)