Refund & Return Policy

At VELVETWHISPER, we understand that choosing intimate products is personal. Our goal is to make every woman feel supported, respected, and fully informed. This policy follows UK and EU consumer law, including the Right of Withdrawal, while also protecting your health and safety through strict hygiene standards.

1. Your Right to Withdraw (Change of Mind)

Under UK and EU consumer law, you have the right to withdraw from your purchase within 14 days of receiving your order. You do not need to give a reason.

To exercise this right, the item must be:

• Unused

• Unopened

• In its original sealed packaging

Once we receive the returned item in its original condition, we will refund the full product value to your original payment method.

Return shipping costs for change‑of‑mind returns are the responsibility of the customer, as permitted by law.

2. Intimate & Personal‑Use Products

Many of our products are designed for intimate, personal use. For hygiene and health protection reasons, we cannot accept returns for intimate items once the seal has been opened, even within the withdrawal period.

This applies to:

• Sexual wellness devices

• Lingerie and intimate apparel

• Any product intended for direct contact with the body

You may return these items only if they remain sealed and unused.

This ensures that every woman receives products that are new, safe, and hygienically protected.

3. Faulty or Defective Products (2‑Year Warranty)

All products purchased from VELVETWHISPER include a 2‑year warranty against manufacturing defects.

If your item arrives faulty or develops a fault within the warranty period:

• We will assess the issue

• If confirmed faulty, we will replace it with the same model

• If the product is discontinued, we will offer a refund or a comparable alternative

To process a warranty claim, the item must be returned with its original packaging, as this helps us identify the correct version for replacement.

4. When We Cover Shipping Costs

• Faulty items reported within 14 days of delivery: We cover all return and replacement shipping costs.

• Faulty items reported after 14 days: You send the item to us, and we cover the cost of sending the replacement.

• Change‑of‑mind returns: The customer covers return shipping.

5. How to Start a Return or Warranty Claim

Please email us at hello@velvetwhisper.co.uk with:

• Your order number

• The product name

• A short description of the issue

• Photos or a brief video (recommended for faster assessment)

We will guide you through the return process and provide an RMA code if needed.

6. Before Requesting a Faulty Return

Sometimes a product may appear faulty when it simply needs a small adjustment. Before returning your item, please check:

• Batteries are inserted correctly

• Batteries are new and fully charged

• The activation method (long press vs quick press)

• The product is being used according to the instructions

These simple checks often resolve the issue quickly.

7. When a Product Is Not Faulty

If a returned item is tested and found to be fully functional, the customer may be responsible for the cost of sending the item back.

We will notify you before any charges are applied.

8. Hygiene & Safety Standards

To protect all customers, we cannot accept returns for:

• Opened or unsealed intimate products

• Lingerie that has been worn or tried on

• Items showing signs of use

• Products damaged due to misuse, water exposure, or improper handling

These rules ensure that every woman receives products that are safe, clean, and untouched.

9. Refund Processing

Once your return is approved and received:

• Refunds are issued to the original payment method

• Processing typically takes 5–10 business days after inspection

• Store credit is available if preferred

10. Our Commitment to You

We know that women value clarity, trust, and discretion. Our policies are designed to protect your rights while ensuring that every product you receive is hygienic, safe, and of the highest quality. If you ever need guidance, our team is here to support you with warmth and understanding.