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Refund policy

At Velvet Oud, your satisfaction means everything to us. We want you to love your purchase and feel confident every step of the way. This Refunds & Returns Policy is here to keep things clear, fair, and easy.

Returns

If you’re not fully satisfied with your order, we gladly accept returns of unused, unopened items within 30 days of the delivery date.

Return eligibility

  • Items must be unused, unopened, and in original packaging, in the same condition as received.

  • For hygiene and authenticity reasons, we cannot accept returns for items that have been opened or used, as they cannot be resold.

How to start a return
Email us at wecare@velvetoud.com with:

  • Your order number

  • The reason for the return

We’ll reply with the next steps and the return shipping address.

Return shipping costs

  • Return shipping is the customer’s responsibility.

  • We recommend using a trackable shipping method to ensure safe delivery.

Refunds

Once your return is received and inspected, we’ll notify you whether your refund is approved or rejected.

Approved refunds

  • If approved, your refund will be issued within 5–7 business days to your original payment method.

  • Please allow additional time for your bank or credit card provider to post the refund.

Non-refundable items

  • Gift cards are non-refundable.

  • Promotional items included with your order are non-refundable.

Exchanges

We only replace items if they are defective or damaged.

If you need an exchange for the same item, please email wecare@velvetoud.com within 7 days of receiving your order. We’ll help arrange a replacement at no additional cost.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery at wecare@velvetoud.com, including:

  • Photos of the issue

  • A brief description of what happened

Based on the situation, we will arrange a replacement or a full refund.

Final Sale Items

Some products may be labeled “final sale” and are not eligible for returns, refunds, or exchanges. This includes clearance items or any specially marked products.

Questions?

We’re always here to help. If you have any questions about your order or this policy, contact us anytime at wecare@velvetoud.com

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