Refund policy
Refund & Returns Policy
Last Updated: 11-06-2026
At Velvate Vibe, customer satisfaction is important to us. Due to the intimate nature of the products we sell, certain items are subject to specific return and refund conditions to protect the health, safety, and hygiene of all customers.
Please read this Refund & Returns Policy carefully before making a purchase.
1. Your Consumer Rights
Nothing in this policy affects your statutory rights under applicable UK consumer protection laws, including the:
- Consumer Rights Act 2015
- Consumer Contracts Regulations 2013
If goods are faulty, damaged, not as described, or unfit for purpose, you may be entitled to a repair, replacement, or refund in accordance with your legal rights.
2. Hygiene and Intimate Products
For health protection and hygiene reasons, we cannot accept returns of intimate products that have been:
- Opened
- Unsealed
- Used
- Tested
- Worn
This includes, but is not limited to:
- Vibrators
- Dildos
- Masturbation products
- Anal toys
- Kegel exercisers
- Lubricants
- Condoms
- Personal wellness products
Unless the item is faulty, damaged, or supplied incorrectly.
3. Change of Mind Returns
You may request a return within 14 days of receiving your order if:
- The item is unused
- The item remains sealed and unopened
- The product is in its original packaging
- The item is in resalable condition
To initiate a return, please contact us before sending any item back.
Once approved, return instructions will be provided.
Customers are responsible for return shipping costs unless the item is faulty or supplied in error.
4. Faulty, Damaged, or Incorrect Items
If you receive:
- A damaged item
- A faulty item
- The wrong product
Please contact us within 30 days of delivery and provide:
- Your order number
- A description of the issue
- Photographs where applicable
We may offer:
- A replacement
- A repair (where appropriate)
- A full refund
Return postage costs for faulty, damaged, or incorrect items will be reimbursed where applicable.
5. Non-Returnable Items
The following items cannot be returned unless faulty:
- Opened intimate products
- Opened lubricants
- Opened condoms
- Gift cards
- Clearance items marked as non-returnable
- Products damaged through misuse, neglect, or improper handling
6. How to Request a Return
To request a return, please contact:
Velvate Vibe
Email: [support@velvatevibe.co.uk]
Please include:
- Full name
- Order number
- Product details
- Reason for return
We aim to respond to return requests within 2 business days.
7. Refund Processing
Once we receive and inspect your returned item, we will notify you of the outcome.
If approved, refunds will be issued to the original payment method used for the purchase.
Refunds are typically processed within 5–10 business days, depending on your payment provider.
8. Delivery Charges
If the return is due to:
Faulty, damaged, or incorrect goods
- Original delivery charges may be refunded.
- Return shipping costs may be reimbursed.
Change of mind
- Original delivery charges may not be refunded where permitted by law.
- Return shipping costs remain the customer's responsibility.
9. Missing Orders
If your order has not arrived within the expected delivery timeframe, please contact us as soon as possible.
We will investigate with the courier and work to resolve the issue promptly.
10. Cancellations
If your order has not yet been dispatched, you may request cancellation by contacting us immediately.
Once an order has been shipped, it will be treated as a return request and this policy will apply.
11. Contact Us
For questions regarding refunds, returns, or exchanges, please contact:
Velvate Vibe
Email: [support@velvatevibe.co.uk]
Website: velvatevibe.co.uk
Address: Office 302,10 Courtenay Road East Lane Business Park, Wembley, England, HA9 7ND