Normal Returns — Within 30 Days

If you change your mind about an item purchased from MyVelvetTouch, you have 30 days from the day of purchase to return it for a refund.

To qualify for a return, the item must be:

• Unopened
• Unused
• Unworn
• In its original packaging
  
• With all seals, tags & accessories intact
  

For hygiene and safety reasons, we cannot accept returns of opened or used products under any circumstances.

 

Can I return a used toy? Will you resell it?

Absolutely not. Used or opened intimate products cannot be returned, and MyVelvetTouch never resells any returned merchandise. All returned products are disposed of responsibly following strict hygiene and safety procedures.

 

How can I start a return?

To initiate a return, please contact our support team: Contact Us. You may also reach us at: support@myvelvettouch.com

Please include:

• Your order number
  
• Name & email used at checkout
  
• Item(s) you wish to return
  
• Reason for return
  
• Photo of the unopened product (optional, but helps speed up approval)
  

Our team will get back to you within 2 business days with your return instructions.

Who pays for return shipping?

If the return is due to a change of mind, the customer is responsible for return postage. If the item arrived faulty, damaged, or incorrect, we will cover the cost. (You may be asked for a brief video/photo for verification.)

 

Check your refund status

Once your return has been received and inspected, we will send you an update email. Refunds are typically processed within: 5–7 business days after approval. Refunds will be issued back to your original method of payment.

 

Damaged, defective, or wrong items

If your item arrives:

• damaged during shipping
  
• defective out of the box
  
• missing parts
  
• or you receive the wrong product
  

Please contact us within 7 days of delivery at: support@myvelvettouch.com

We may request a photo or short video of the issue to help speed up a replacement or refund. We will send a replacement at no extra cost, or offer a refund if preferred.

 

Lost or stolen packages

Once an order is marked “Delivered” by the carrier:

• MyVelvetTouch is not responsible for packages lost or stolen after successful delivery confirmation.
  
• If your tracking shows “Delivered” but you did not receive the item:
  
  • please check with neighbours, household members, or your mailbox provider
  • contact carrier directly
  • email us at support@myvelvettouch.com so we can assist with filing a claim
    

We will always do our best to help you resolve the case.

 

Order cancellation

You may request cancellation before your order ships. Once an order is processed or shipped, we are no longer able to cancel it. Please email us as soon as possible at support@myvelvettouch.com if you need assistance.

 

Incorrect shipping address

MyVelvetTouch is not responsible for delivery issues caused by:

• incorrect shipping address
  
• wrong apartment number
  
• incomplete name
  
• invalid phone number
  

If you realize the mistake before the order ships, Contact Us immediately and we will update the address if possible. We cannot refund orders lost due to incorrect customer-provided information.

 

Promotional / Free Gift Returns

If you received a promotional gift with your order:

• returning the main item requires returning the free gift as well
  
• or you may keep the gift and we will deduct its value from your refund
  (only applies to unopened items)