Refund policy

Last Updated: 30 July 2026

At Velvet Skin, we are committed to providing authentic, high-quality skincare products sourced from trusted suppliers. Due to the hygienic nature of skincare and cosmetic products, we maintain strict quality control standards to ensure every customer receives products in excellent condition.

Please read this Returns, Refunds & Replacement Policy carefully before placing an order.

By placing an order through Velvet Skin, you acknowledge that you have read, understood, and agreed to this policy.

1. Scope of this Policy

This policy governs:

Returns
Refunds
Replacements
Exchanges
Order cancellations
Damaged products
Incorrect products
Missing products
Return-to-Origin (RTO) shipments

This policy forms part of our Terms of Service.

2. General Return Policy

Due to hygiene, safety, and product integrity reasons, all sales are final.

Unless otherwise required by applicable law, Velvet Skin does not accept returns once products have been delivered successfully.

Returns will only be considered where products qualify under the Damaged, Defective or Incorrect Product provisions of this policy.

3. Non-Returnable & Non-Refundable Items

The following are not eligible for returns, exchanges, replacements, or refunds solely for the reasons listed below:

Change of mind
Ordered by mistake
Incorrect product selected by the customer
Products no longer required
Personal preference
Dissatisfaction with fragrance, colour, consistency, packaging, or texture
Products that have been opened, used, tested, or tampered with
Products damaged after delivery
Products stored improperly after delivery
Individual skin incompatibility
Allergic reactions
Skin irritation
Purging
Lack of expected results
Delay caused by courier companies
Delay caused by weather or force majeure events
Incorrect delivery information provided by the customer
Refusal to accept delivery
Failure to collect the shipment
Minor cosmetic imperfections in outer packaging that do not affect product quality
Manufacturer packaging updates or design changes
Batch-to-batch variations permitted by the manufacturer

4. Eligible Claims

You may be eligible for assistance if you receive:

A damaged product
A leaking product
A defective product
An expired product
An incorrect product
A missing product from your order

Claims are reviewed individually and approval is subject to successful verification.

Submitting a claim does not automatically guarantee a refund, replacement, exchange, or store credit.

5. Reporting a Problem

To report an eligible issue, you must contact us within 24 hours of successful delivery.

Please email:

support@velvetskin.in

Include:

Order Number
Full Name
Description of the issue
Clear photographs of the product
Photographs of the shipping package
Photographs showing shipping labels (if applicable)
A complete, uninterrupted unboxing video recorded from the moment the sealed shipping package is first shown, through the opening process, until all contents are clearly visible.

Failure to provide sufficient supporting evidence may result in rejection of the claim.

6. Mandatory Unboxing Video Requirement

To help protect both our customers and our business from fraudulent claims, an unboxing video is required for claims involving:

damaged products;
leaking products;
missing products;
incorrect products; or
empty packages.

The unboxing video must:

begin before opening the shipping package;
clearly show all sides of the package;
remain continuous without edits, cuts, pauses, or interruptions;
clearly display the shipping label;
clearly show all contents removed from the package.

Edited, incomplete, or unclear videos may not be accepted.

Velvet Skin reserves the right to request additional information where necessary.

7. Verification Process

Every claim is reviewed carefully by our Quality Assurance team.

Velvet Skin reserves the right to verify claims using:

photographs;
videos;
courier records;
delivery confirmation;
shipment weight;
warehouse dispatch records;
inventory records;
packaging records;
manufacturer information; and
any other information reasonably required to investigate the claim.

Velvet Skin reserves the right to reject any claim where evidence is insufficient, inconsistent, fraudulent, misleading, or unverifiable.

8. Resolution of Approved Claims

If a claim is approved after verification, Velvet Skin may, at its sole discretion:

send a replacement product;
issue store credit;
provide a partial refund; or
provide a full refund to the original payment method.

The method of resolution will depend on factors including:

product availability;
the nature of the issue;
inventory levels;
operational requirements; and
the circumstances of the claim.

Velvet Skin reserves the right to determine the appropriate resolution in each case.

9. Reporting Deadline

All eligible claims must be reported within 24 hours of the courier confirming delivery.

Claims submitted after this period may not be accepted.

Delivery times will be determined using the official courier tracking records.

Failure to inspect your order promptly after delivery may affect your eligibility for assistance.

10. Refund Processing

Where a refund is approved, it will be initiated using the original payment method wherever reasonably possible.

Approved refunds are generally processed within 7–10 business days after approval. However, the time taken for the refunded amount to reflect in your account depends on your bank, card issuer, UPI provider, or payment gateway.

Velvet Skin is not responsible for delays caused by financial institutions, payment gateways, or other third-party payment providers after the refund has been initiated.

Shipping charges, platform fees, payment gateway charges, taxes, or other applicable charges may not be refundable unless required by applicable law or where the error was solely attributable to Velvet Skin.

11. Order Cancellation

We aim to process orders as quickly as possible.

Cancellation requests may only be considered before an order has been packed or dispatched.

Once an order has been packed, shipped, handed over to the courier, or marked for dispatch, cancellation requests cannot be guaranteed and may be refused.

Velvet Skin reserves the right to accept or reject cancellation requests at its sole discretion, subject to applicable law.

Where a cancellation request is approved before dispatch, any applicable refund will be processed in accordance with this policy.

12. Cash on Delivery (COD)

Cash on Delivery is offered at Velvet Skin's discretion and may not be available for all orders, products, locations, or customers.

To protect our business from misuse, Velvet Skin reserves the right to:

disable Cash on Delivery for specific customers;
require prepaid payment for future purchases;
cancel Cash on Delivery orders;
refuse future orders; or
restrict customer accounts

where we reasonably believe there has been:

repeated refusal of deliveries;
excessive Return-to-Origin (RTO) shipments;
fraudulent activity;
abusive conduct;
chargeback abuse;
misuse of promotional offers; or
repeated violations of our policies.

13. Return-to-Origin (RTO)

If an order is returned to Velvet Skin because:

the customer refused delivery;
the customer was unavailable despite reasonable delivery attempts;
an incorrect or incomplete address was provided;
the shipment remained unclaimed; or
delivery could not be completed due to customer-related reasons,

the shipment may be classified as a Return-to-Origin (RTO).

Where an RTO occurs due to customer-related reasons, Velvet Skin may:

deduct applicable shipping or handling costs;
require payment of additional shipping charges before re-dispatch;
cancel future Cash on Delivery eligibility; or
refuse future orders in cases of repeated misuse.

14. Lost, Delayed or Stolen Shipments

Velvet Skin works with independent courier partners for order delivery.

Once an order has been handed over to the courier, delivery timelines are subject to the courier's operations.

Velvet Skin shall not be responsible for delays caused by:

weather conditions;
natural disasters;
strikes;
transportation disruptions;
customs procedures;
government actions;
public holidays;
courier operational issues; or
other circumstances beyond our reasonable control.

If a shipment is confirmed by the courier as lost in transit before delivery, Velvet Skin will investigate the matter with the courier and determine an appropriate resolution.

Where a shipment is marked as successfully delivered by the courier to the shipping address provided, Velvet Skin shall not be responsible for theft, loss, or unauthorized receipt occurring after delivery, except where required by applicable law.

15. Product Authenticity

Velvet Skin is committed to offering authentic skincare products sourced from trusted suppliers.

Manufacturer packaging, labels, ingredients, seals, batch numbers, manufacturing locations, expiry formats, and product designs may change from time to time without notice.

Such variations do not necessarily indicate that a product is counterfeit, defective, or unsuitable for use.

Customers are encouraged to verify product details directly with the manufacturer where necessary.

16. Product Use & Medical Disclaimer

All products sold by Velvet Skin are cosmetic products intended for personal use.

Information provided on our website, including product descriptions, skincare routines, ingredient information, recommendations, educational articles, customer reviews, and marketing content, is provided for general informational purposes only.

Nothing on our website constitutes medical advice, dermatological advice, pharmaceutical advice, or healthcare advice.

Individual skin types, sensitivities, allergies, and reactions vary significantly.

Customers are responsible for carefully reviewing ingredient lists before purchasing or using any product.

We strongly recommend performing a patch test before first use.

Customers who are pregnant, breastfeeding, under medical treatment, have allergies, sensitive skin, or existing skin conditions should consult a qualified healthcare professional before using skincare products.

Velvet Skin does not guarantee that any product will produce specific cosmetic, skincare, or dermatological results.

To the fullest extent permitted by applicable law, Velvet Skin shall not be responsible for allergic reactions, irritation, purging, breakouts, sensitivity, incompatibility, or any other skin response arising from an individual's unique skin characteristics, misuse of products, failure to follow product instructions, or failure to review ingredient information.

17. Fraud & Policy Abuse

Velvet Skin reserves the right to investigate and reject any claim where we reasonably suspect:

fraudulent activity;
false or misleading claims;
edited or manipulated photographs or videos;
repeated refund requests;
abuse of promotional offers;
chargeback abuse;
reselling activities;
misuse of replacement requests;
policy exploitation; or
any attempt to obtain products, refunds, replacements, or store credit dishonestly.

Where appropriate, Velvet Skin may suspend customer accounts, refuse future orders, disable payment methods, or take other reasonable steps to protect the business and its customers.

18. Force Majeure

Velvet Skin shall not be liable for any delay or failure to perform its obligations where such delay or failure results from events beyond our reasonable control, including but not limited to:

natural disasters;
floods;
earthquakes;
fires;
pandemics;
epidemics;
government restrictions;
war;
civil unrest;
terrorism;
cyberattacks;
internet outages;
telecommunications failures;
transportation disruptions;
courier service interruptions;
power failures; or
other unforeseen events beyond our reasonable control.

19. Limitation of Liability

To the fullest extent permitted by applicable law, Velvet Skin's total liability arising from any approved claim shall not exceed the purchase price actually paid for the affected product.

Velvet Skin shall not be liable for indirect, incidental, consequential, special, exemplary, or punitive damages arising from the purchase, use, misuse, delayed delivery, or inability to use any product or service.

Nothing in this policy excludes or limits any rights or remedies that cannot legally be excluded under applicable law.