Refund policy

Return & Refund Policy

Last Updated: December 20, 2025

At Velvet Void, your satisfaction is our priority. Please review our return and refund policy below.

Our Guarantee

We stand behind the quality of our products. If you're not completely satisfied with your purchase, we're here to help.

Return Eligibility

You may request a return or exchange within 30 days of receiving your order if:

  • The item is defective or damaged upon arrival
  • You received the wrong item or size
  • The product significantly differs from its description
  • There is a printing error or quality issue

Items NOT Eligible for Return:

Due to the custom, made-to-order nature of our products:

  • Items that have been worn, washed, or altered
  • Products that show signs of use
  • Items returned after 30 days from delivery date
  • Products damaged due to misuse or neglect
  • Custom or personalized items (unless defective)

How to Initiate a Return

Step 1: Contact us within 30 days of receiving your order

Step 2: Provide the following information:

  • Order number
  • Photos of the item (for damaged/defective claims)
  • Reason for return
  • Whether you'd like a refund or replacement

Step 3: Wait for approval

  • We'll review your request within 24-48 hours
  • Once approved, we'll provide return instructions

Step 4: Ship the item back (if requested)

  • Items must be unworn, unwashed, and in original condition
  • Include your order number with the return package

Refund Process

Defective or Wrong Items:

  • Full refund or free replacement
  • We cover return shipping costs
  • Refunds processed within 5-10 business days after we receive the return

Change of Mind:

  • Returns accepted within 30 days
  • Item must be unworn and in original condition
  • Customer pays return shipping
  • Refund issued minus original shipping costs (if not free shipping)

Refund Timeline:

  • Processing: 5-10 business days after we receive your return
  • Bank processing: Additional 3-5 business days depending on your financial institution
  • Method: Refunds issued to original payment method

Exchanges

We're happy to exchange items for:

  • Different sizes
  • Different colors/designs
  • Replacement of defective items

Exchange Process:

  1. Contact us with your exchange request
  2. Return the original item following our return instructions
  3. Place a new order for the replacement item (we'll provide a discount code if applicable)

Note: Due to our print-on-demand model, we cannot hold inventory for direct exchanges. We recommend placing a new order once your return is approved to ensure faster delivery.

Damaged or Defective Items

If your item arrives damaged or defective:

  1. Contact us immediately (within 48 hours of delivery)
  2. Provide clear photos showing:
    • The defect or damage
    • The product packaging
    • Any printing errors
  3. We'll resolve it quickly with:
    • Full refund, OR
    • Free replacement shipped at no cost to you

You do NOT need to return damaged/defective items unless we specifically request it.

Lost Packages

If your tracking shows delivered but you haven't received your package:

  1. Check with neighbors and building management
  2. Verify the delivery address in your order confirmation
  3. Contact us within 7 days of the delivery date
  4. We'll work with the carrier and send a replacement if the package cannot be located

Cancellations

Before Production:

  • Full refund available if order hasn't entered production (typically within 12-24 hours of ordering)
  • Contact us immediately at Support@thevelvetvoid.com]

After Production Begins:

  • Orders cannot be cancelled once production has started
  • You may return the item following our return policy once received

Important Notes

  • Made-to-Order: Most of our products are custom printed after you order, which is why we cannot accept returns on used items
  • Quality Check: All items are inspected before shipping
  • Print Variations: Slight color variations may occur due to different screen settings and printing processes
  • Return Shipping: We provide prepaid return labels for defective/wrong items. For other returns, customer is responsible for return shipping costs.

Contact Us

Have questions about returns or refunds?

  • Email: [Support@thevelvetvoid.com]
  • Response Time: Within 24-48 hours
  • Subject Line: Include "Return" or "Refund" with your order number

We're committed to making your Velvet Void experience exceptional. If something isn't right, we'll make it right.

This return and refund policy applies to all orders placed through velvetvoid.com. We reserve the right to refuse returns that don't meet our policy guidelines. This policy may be updated at any time.