Refund Policy

Refund Policy

We want every customer to be satisfied with their experience at Pink Velvet. If something isn’t right, we’re here to help. Please read our return and refund policy carefully.

1. Return Window

We accept return requests within 30 days of delivery. After this period, unfortunately, we cannot offer a refund or exchange.

2. Return Eligibility

To qualify for a return, items must:

  • Be unused, undamaged, and in original condition
  • Include original packaging or equivalent protective packaging
  • Not fall under non-returnable categories (see section 6)

Due to hygiene and safety standards, some items (such as beauty tools or skincare) may not be eligible for return. If you're unsure, please contact us before returning.

3. Simple & Fair Refunds

We understand that returning products can be inconvenient, especially for international orders. Therefore, in certain situations, such as a damaged item or if you're genuinely unsatisfied, we may offer a refund without requiring the item to be returned.

This will be handled on a case-by-case basis by our support team, based on clear evidence (such as photos of the issue) and at our sole discretion. This flexibility helps us serve our clients faster while preventing misuse.

4. Return Procedure

To initiate a return, please:

  • Contact our support team at support@pinkvelvet.store within the return period
  • Provide your order number and a brief explanation of your request
  • Wait for approval and instructions before sending anything back

Returns sent without prior approval may not be eligible for a refund.

5. Return Shipping

Unless the return is due to a shipping error or defective product, return shipping costs are the responsibility of the customer. We recommend using a trackable shipping method for all returns.

6. Refund Process

Once your return or refund request is approved, we will process the refund to your original payment method. Refunds typically take 5–10 business days, depending on your bank or payment provider.

Shipping costs are non-refundable unless otherwise stated.

7. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns for the following:

  • Opened skincare or beauty products
  • Used beauty tools
  • Gift cards or promotional items
  • Items marked as final sale or clearance

8. Damaged, Lost, or Missing Orders

If your order arrives damaged, is missing, or was never delivered, please contact us immediately. We’ll investigate the issue and may offer a refund or replacement depending on the situation. Photos or other evidence may be required.

9. Exchanges

We do not currently offer direct exchanges. If you'd like a different item, we recommend requesting a refund and placing a new order.

Still have questions? Feel free to reach out to our team at support@pinkvelvet.store. We’re here to help and always aim to find fair, flexible solutions for our customers.