Refund policy
Returns & Exchanges
Last updated: 2025-10-14
Return Window
You may request a return within 7 days of delivery. For hygiene and safety reasons, cosmetics/personal-care items are returnable only if they are unopened, unused, with intact seals, and in the original packaging. Items that are opened, show signs of use, or are missing any components/gifts are not eligible.
How to Start a Return (RMA required)
Email support@velvetmusebeauty.com or message us on WhatsApp with your order number and photos/videos (if applicable). If approved, we’ll issue a Return Merchandise Authorization (RMA) and instructions. Returns sent without an RMA will be refused.
Return Shipping & Fees
- For change-of-mind or non-defective returns, customers are responsible for return shipping.
- If we provide a prepaid label, its cost will be deducted from your refund.
- Original shipping charges are non-refundable. If your order qualified for free shipping, we may deduct $5.99 to cover actual shipping costs.
Damaged / Wrong Item
Please inspect your order upon delivery and contact us within 7 days if an item is defective, damaged, or incorrect. Provide photos/videos and your order number so we can resolve it. For approved cases, we’ll cover replacement or return shipping.
Non-returnable / Final Sale
- Opened or used cosmetics/personal-care items
- Gift cards, free gifts, mystery boxes, promotional bundles
- Clearance or marked Final-Sale items
- Requests made beyond the 7-day window
Bundles & Promotions
Partial returns from sets/bundles or BOGO promotions will be refunded at the pro-rated value based on the full (non-discounted) price of items kept.
Undeliverable / Refused Packages
Packages returned due to incorrect address, refusal, or failed delivery attempts are not eligible for shipping refunds. Reshipments will be billed at the actual rate, or you may request a refund minus shipping and applicable handling fees.
Refunds
Once your return is received and inspected, we’ll notify you of approval. Approved refunds are issued to the original payment method within 5–10 business days. Your bank or card issuer may require an additional 3–5 business days to post the credit. If it has been more than 15 business days since approval, contact us at support@velvetmusebeauty.com.
Cancellations
Orders can be cancelled before fulfillment. Once shipped, please follow the return process above.
Return Address (provided after RMA approval)
Returns are processed at our California, USA warehouse (Jurupa Valley, CA 91752).
For security and processing accuracy, the full street address will be provided in your RMA instructions. Returns without an RMA will be refused.
Contact
Email: support@velvetmusebeauty.com · WhatsApp: +86 191 8002 4873