Refund policy

We want you to feel confident shopping with Velvet Brush. If something isn’t right, we’re here to help.

Returns

We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.

To be eligible for a return:

  • Your item must be in the same condition that you received it

  •  unused

  • With all original packaging and accessories

  • You must have proof of purchase (order confirmation, receipt, etc.)

To start a return, please use the Contact option on our website and include your order number and details about the item you’d like to return.

If your return is accepted, we’ll provide you with return instructions (and where applicable, a return shipping label).
Items sent back to us without first requesting a return will not be accepted.

You can always reach out with any questions about returns by using the Contact option on our website.

Damages and Issues

Please inspect your order as soon as it arrives. If your item is defective, damaged, or you receive the wrong item, contact us right away using the Contact option so we can review the issue and make it right.

Exceptions / Non-Returnable Items

Certain items cannot be returned, including but not limited to:

  • Custom or personalized items

  • Digital products or downloadable content

  • Items marked as final sale

  • Gift cards

For hygiene reasons, we may also refuse returns on items that show signs of use, wear, or contamination.

If you’re unsure whether your item is eligible for return, please reach out via the Contact option before sending anything back.

Sale items and gift cards are non-refundable.

Exchanges

The fastest way to get the item you want is to:

  1. Request a return for the original item using the Contact option, and

  2. Once your return is accepted, place a new order for the replacement item.

European Union 14-Day Cooling-Off Period

If your order is being shipped to a country in the European Union, you have the right to cancel or return your order within 14 days for any reason, without needing to provide a justification.

As above, items must be in the same condition you received them — unused, with tags (if applicable), and in the original packaging, with proof of purchase.

Refunds

Once we receive and inspect your return, we’ll let you know whether your refund is approved or declined.

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

  • Please note it may take additional time for your bank or card provider to post the refund.

If more than 15 business days have passed since your return was approved and you still haven’t received your refund, please reach out to us using the Contact option on the Velvet Brush website.