Refund policy
At VelvetComb, customer satisfaction is important to us. This Return & Refund Policy explains the conditions and procedures applicable to products purchased through VelvetComb.store.
1. 30-Day Return Policy
We offer eligible customers a 30-day return period beginning on the date the order is delivered.
If you would like to return an eligible product, please contact us within 30 days of delivery.
Approved eligible returns are provided with free return shipping.
2. Return Eligibility
To qualify for a standard return, an item should generally:
- Have been purchased directly through VelvetComb.store
- Be returned within 30 days of delivery
- Be in its original condition
- Include its original components and accessories
- Include original packaging when reasonably possible
- Not show signs of misuse, intentional damage, or excessive wear
Because some of our products are personal grooming items, products that have been used in circumstances that make resale inappropriate for hygiene reasons may be subject to restrictions where permitted by applicable law.
Nothing in this policy limits any non-waivable consumer rights available under applicable law.
3. Starting a Return
Before returning an item, contact:
Please provide:
- Your full name
- Order number
- Product being returned
- Reason for the return
- Photographs where the product is damaged, defective, or incorrect
Our team will review the request and provide return instructions when the return is approved.
Please do not send a return to our business address unless our customer service team specifically instructs you to do so. The appropriate return destination may depend on the order and fulfillment location.
4. Free Returns
VelvetComb provides free return shipping for approved eligible returns within the 30-day return period.
Return instructions and, where applicable, a prepaid return method will be provided after approval.
Unauthorized returns or packages sent using a method not approved by VelvetComb may not qualify for reimbursement of shipping expenses.
5. Damaged, Defective, or Incorrect Products
Please inspect your purchase after delivery.
If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible.
Include photographs of the item and packaging when available. This helps our team review the issue efficiently.
Depending on the circumstances and applicable law, we may provide an appropriate remedy such as a replacement, refund, or another suitable resolution.
6. Refunds
Once an eligible returned item is received and reviewed, we will notify you regarding the status of your refund.
Approved refunds will generally be issued to the original payment method.
Although VelvetComb may process an approved refund promptly, banks, credit card companies, and payment providers may require additional time before the funds appear in your account.
7. Original Shipping Charges
Standard shipping is free on VelvetComb orders, so there is normally no standard outbound shipping charge to deduct from an eligible refund.
Any optional expedited or premium delivery service purchased separately, if offered, may be treated differently where permitted by law.
8. Exchanges
If you would prefer another product, please contact our customer service team.
Depending on product availability, we may assist with an exchange or ask you to complete a return and place a new order.
9. Order Changes and Cancellations
If you need to modify or cancel an order, contact us as quickly as possible.
We will make reasonable efforts to accommodate the request before fulfillment begins. However, once an order has been processed or shipped, we may be unable to cancel or modify it.
After delivery, an eligible product may still be returned under this policy.
10. Non-Returnable Items
Certain items may be excluded from voluntary returns where permitted by applicable law, including:
- Gift cards
- Customized or personalized products
- Products damaged through misuse
- Items returned outside the applicable return period
- Certain used personal-care products where hygiene restrictions legally apply
If an item is sold as final sale, this will be clearly communicated where required.
Statutory rights relating to defective, misdescribed, or otherwise non-conforming goods remain unaffected.
11. Packages Returned to Sender
Orders returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect a shipment will be reviewed individually.
Any refund or reshipment will depend on the circumstances and applicable law.
12. Lost Returns
Customers should follow the return instructions provided by our team and retain any available shipping receipt or tracking information until the return has been completed.
If an approved prepaid return is lost in transit, contact our customer service team for assistance.
13. International Returns
Our 30-day return policy applies to eligible orders shipped internationally.
Return procedures can vary by destination. Please contact us before sending any international return so we can provide appropriate instructions.
14. Consumer Rights
This policy is intended to complement, not replace, mandatory consumer protection rights.
Where applicable law gives you rights or remedies that cannot legally be excluded or restricted, those rights continue to apply regardless of anything stated in this policy.
15. Contact Us
For returns, refunds, or order assistance:
VelvetComb
50 Roxborough Dr
Toronto, ON M4W 1X1
Canada
Phone: (416) 555-0146
Email: support@VelvetComb.store
Website: VelvetComb.store