Refund & Return Policy

At Velvet Whisper, customer satisfaction, hygiene, and safety are our priorities. This Refund & Return Policy complies with UK consumer legislation, including the Consumer Contracts Regulations and Consumer Rights Act 2015.

1. Your Right to Cancel

If you change your mind about your purchase, you have the right to cancel your order within 14 days of receiving your goods.

To be eligible for a return, items must be:

• Unused
• Unopened
• In their original condition
• Returned with all original packaging and seals intact

Customers are responsible for return postage costs for change-of-mind returns unless otherwise agreed.

2. Hygiene & Personal Care Products

For health protection and hygiene reasons, we cannot accept returns of products that have been opened, unsealed, worn, used, or have had their hygiene packaging removed.

This includes, but is not limited to:

• Intimate wellness products
• Personal care gels and oils
• Body care products with broken hygiene seals
• Cosmetics and skincare products
• Lingerie, hosiery and intimate apparel
• Massage oils and body care candles
• Supplements and ingestible products
• Personal hygiene products

These items may only be returned if they remain unopened, unused, and in their original sealed packaging.

3. Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, please contact us within 48 hours of delivery where possible.

We may request:

• Your order number
• Photographs of the product and packaging
• A brief description of the issue

If a product is confirmed as faulty, damaged, or not as described, we will offer one of the following:

• Replacement
• Repair (where applicable)
• Refund

In accordance with your statutory rights.

4. Product Faults After Use

If a product develops a manufacturing fault after delivery, please contact us as soon as possible.

We may request photos or videos to help assess the issue before a return is authorised.

Where a fault is confirmed, we will provide an appropriate remedy in line with UK consumer law.

5. Return Shipping Costs

We Cover Return Shipping When:

• The wrong item was supplied.
• The item arrived damaged.
• The item is confirmed to be faulty.

Customer Covers Return Shipping When:

• Returning an unwanted item within the cancellation period.
• Returning an item that is found not to be faulty.

6. Orders Returned to Sender

If an order is returned to us due to:

• Incorrect address information provided by the customer
• Failure to collect the parcel
• Refused delivery

we may deduct original shipping and return costs from any refund issued.

7. Before Reporting a Fault

Before requesting a replacement for an electronic product, please check:

• Batteries are installed correctly
• Batteries are fully charged or new
• The product is being used according to the instructions
• Any safety locks or activation sequences have been followed

Many issues can be resolved quickly without the need for a return.

8. Items That Cannot Be Returned

We cannot accept returns for:

• Opened intimate products
• Used products
• Products with broken hygiene seals
• Worn lingerie or intimate apparel
• Items damaged through misuse, neglect, or improper handling
• Consumable products once opened

This policy does not affect your statutory rights.

9. Refund Processing

Once your return has been received and inspected:

• Approved refunds will be issued to the original payment method.
• Refund processing may take 5–10 business days depending on your payment provider.
• Shipping charges are non-refundable unless the return is due to our error or a confirmed fault.

10. How to Start a Return

To request a return, cancellation, or report a fault, please contact:

Email: hello@velvetwhisper.co.uk

Please include:

• Order number
• Product name
• Reason for return
• Photos or videos where applicable

11. Your Statutory Rights

Nothing in this policy affects your rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection laws.