Returns & Refunds Policy

✨ 1. Our 30-Day Satisfaction Guarantee

At Velvet Candies, your satisfaction is our top priority. We offer a full 30-day money-back guarantee on all products.

🔄 2. How to Return Your Order

Returning items is quick and easy. Follow these simple steps:

📋 3. Return Eligibility

What Can Be Returned

• ✅ Unopened products: Full refund, no questions asked
• ✅ Damaged items: Full refund + replacement sent immediately
• ✅ Wrong items received: Full refund or exchange both options are available
• ✅ Quality issues: Full refund + 20% discount on next order

Items That Cannot Be Returned

• ❌ Gift cards: Non-returnable once purchased
• ❌ Final sale items: Clearly marked "Final Sale" at checkout
• ❌ Custom orders: Personalized/custom items (unless defective)
• ❌ After 30 days: Returns must be initiated within 30 days

Condition Requirements

For best refund experience:

• Original packaging: Preferred but not required
• Reasonable condition: Products should be in reasonable condition (we understand some may be partially consumed for tasting)
• Include all items: Return all items from the order together

💰 4. Refund Process & Timeline

Refund Amount

You'll receive a full refund for:

• ✓ Product cost (100% refunded)
• ✓ Original shipping (if error on our part)
• ✓ Sales tax

Not refunded:

• Original shipping costs (standard returns)
• Return shipping (for international customers)

Refund Timeline

1. Return initiated: Same day you contact us
2. Return shipped: Within 14 days of receiving label
3. Return received: 3-5 business days (USPS transit)
4. Refund processed: Within 24 hours of receiving return
5. Refund in account: 3-5 business days (credit card), instant (PayPal)

Total timeline: Typically 7-10 business days from return initiation to money in your account.

Refund Method

• Original payment method: Refund issued to the same card/account used for purchase
• Store credit: Option to receive refund as store credit (+ 10% bonus)
• Exchange: Direct exchange for different products (no refund delay)

🌍 5. International Returns

Return Process

International customers can return products, with slight differences:

• Contact us first: Email support@velvetcandies.com before returning
• Return shipping: Customer responsible for return shipping costs
• Customs forms: Mark as "Returned Goods" to avoid customs fees
• Refund: Full product refund (excluding original shipping)

Alternative Solutions

To avoid international return costs, we offer:

• 🎁 Partial refund: Keep the products, receive 50% refund
• 🔄 Replacement: We send replacement products (no return needed)
• 💳 Store credit: 110% store credit value (no return needed)

We work with you to find the most cost-effective solution!

🎁 6. Exchanges

How Exchanges Work

Want to try different candy? Exchanges are faster than returns!

1. Contact us with your order number
2. Tell us what you'd like instead
3. We ship new items immediately (before receiving return)
4. Return original items using our prepaid label

Exchange Benefits

• ⚡ Faster: New items ship immediately, no wait
• 📦 Free shipping: No cost for replacement shipping
• 🔄 Unlimited: Exchange as many times as needed (within 30 days)
• 💰 Price difference: We'll refund/charge the difference

📦 7. Damaged, Defective, or Wrong Items

Our Promise

If you receive damaged, defective, or wrong items, we'll make it right immediately:

For Damaged/Defective Products

1. Email us photos of the damage within 48 hours of delivery
2. We'll send replacement items via express shipping (1-2 days)
3. Keep or dispose of damaged items (no return needed)
4. Receive 20% discount code for the inconvenience

For Wrong Items Received

1. Email us with your order number
2. Correct items shipped immediately (overnight if available)
3. Keep wrong items as a free gift - no return needed!
4. Receive 20% discount code as apology

❓ 8. Common Return Questions

Can I return candy I've already tasted?

Yes! We encourage you to taste our candy. If you don't like it, return it for a full refund. We trust you!

How long do I have to return?

30 days from the delivery date. Contact us anytime within this period to initiate a return.

Do I have to pay for return shipping?

US customers: No! We provide free prepaid return labels.
International: Customer pays return shipping, or choose alternative solutions.

What if I lost my order confirmation?

No problem! Contact us with your email address or name, and we'll locate your order.

Can I return sale or discounted items?

Yes! All items are returnable except those marked "Final Sale" at checkout.

What if I ordered the wrong product?

Contact us within 2 hours of ordering and we can modify your order before it ships. After shipping, normal return policy applies.

How will I know when my refund is processed?

You'll receive email confirmation at every step: when we receive your return, when refund is processed, and when it's completed.

📧 9. Contact Us for Returns

Need to start a return? We're here to help!

Return Contact Information

Email: support@velvetcandies.com (Fastest - 6 hour response time)
Phone: +44 7400 713607
Live Chat: Available on our website during business hours

What to Include

When contacting us about a return, please include:

• Order number (found in confirmation email)
• Items you'd like to return
• Reason for return (optional but helps us improve)
• Preferred resolution (refund, exchange, store credit)

Return Address

Do not ship returns before contacting us! We'll provide the correct return address and prepaid label to ensure smooth processing.