Return Policy

At velvitae, we want customers to have a clear and straightforward return experience.

This Return & Refund Policy applies to eligible purchases made through the velvitae online store.

1. 30-Day Return Window

Customers may request a return within 30 days after confirmed delivery of an eligible order.

Before returning any product, please contact our customer support team at:

service@velvitae.com

Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.

Please do not send products back without contacting us first.

Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.

2. Return Eligibility

Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:

• Unused

• Unworn

• Unaltered

• Free from customer-caused damage

• Returned with all original components

• Returned with included accessories where applicable

• Returned in the original tray, box, or packaging where reasonably possible

Proof of purchase, such as an order number or order confirmation, may be required.

We may inspect returned products before approving a refund.

3. Opened or Used False Eyelashes

Because false eyelashes are personal beauty products intended for use close to the eyes, hygiene considerations may apply to opened or used products.

Where permitted by applicable law, preference-based returns of false eyelashes that have been:

• Worn

• Applied to the eyelid

• Trimmed

• Altered

• Exposed to lash adhesive

• Cleaned after use

• Otherwise used beyond reasonable inspection

may not be eligible for return.

This restriction does not apply where the product was received damaged, defective, incorrect, incomplete, or where applicable consumer law provides otherwise.

If you are unsure whether your product is eligible for return, please contact service@velvitae.com before sending it back.

4. Non-Returnable Items

Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:

• Opened or used false eyelashes where hygiene restrictions apply

• Personalized or customized products

• Gift cards

• Products clearly marked as final sale

• Products damaged through misuse or improper handling

• Products that have been trimmed, modified, or altered by the customer

• Products missing significant components because of customer handling

• Other products expressly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the applicable product page or communicated before the return is approved.

Nothing in this section limits statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect, or Incomplete Orders

Please inspect your order promptly after delivery.

If your order arrives:

• Damaged

• Defective

• Incorrect

• Missing items

• Missing components

• Incomplete

please contact us as soon as reasonably possible.

To help us review the issue, please provide:

• Your order number

• Product name

• Clear photographs of the product

• Photographs of the packaging

• A photograph of the shipping label where available

• A short video where it helps demonstrate the issue

For velvitae false eyelashes, photographs may be particularly helpful for issues involving:

• Damaged lash fibers

• Deformed lash strips

• Damaged lash bands

• Missing lash pairs

• Incorrect lash style

• Damaged or incomplete packaging

• Other visible product defects

After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.

6. Product Review Before Return

For certain product-related issues, our support team may first ask for additional information to better understand the concern.

This may include:

• Confirming the product received

• Reviewing photographs of the product

• Checking whether all advertised components were included

• Confirming whether the product has been worn, trimmed, or altered

• Reviewing the applicable product information

• Confirming the condition of the packaging

This review helps determine the appropriate resolution.

You are not required to use a product that appears damaged or defective.

7. Return Shipping Costs

For preference-based returns, including:

• Change of mind

• Incorrect product selection

• No longer wanting the product

• Style preference

• Other reasons not caused by an error on our part

customers are generally responsible for return shipping costs where permitted by applicable law.

If velvitae confirms that a product was:

• Damaged

• Defective

• Incorrectly supplied

• Incomplete

• Otherwise eligible for seller-paid return costs under applicable law

we will provide the appropriate return or resolution instructions.

Please do not independently purchase expensive return shipping before receiving instructions from our support team.

8. Original Shipping Charges

Original shipping charges are generally non-refundable for preference-based returns unless:

• Otherwise expressly stated by velvitae

• The return results from an error on our part

• The product was defective or incorrectly supplied

• Applicable law requires reimbursement

9. Return Address

Return addresses may vary depending on:

• Product type

• Fulfillment location

• Customer destination

• Logistics arrangements

• Nature of the return

For this reason, please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.

The correct return address will be provided after your return request has been reviewed and approved.

10. Return Packaging

Customers should package returned velvitae false eyelashes and beauty products carefully to reduce the risk of damage during transit.

Where reasonably possible, please include:

• The false eyelashes

• Original lash tray

• Protective storage case or box

• Product inserts

• Included accessories where applicable

• Original packaging

• Other components originally included

Customers are responsible for ensuring preference-based returns are adequately packaged for shipping.

11. Missing Items or Components

Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.

Examples may include:

• Lash pairs

• Lash storage tray

• Protective case

• Product inserts

• Included accessories

• Other components originally supplied

Any deduction will be based on the circumstances of the return and applicable law.

12. Return Inspection

Once a returned product is received, we may inspect it to confirm:

• Product identity

• Return eligibility

• Product condition

• Whether the product has been worn or altered

• Reason for return

• Included items and components

Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.

13. Refunds

If a return is approved after inspection, the refund will generally be issued to the original payment method.

Once velvitae issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

These processing times vary and are controlled by the relevant financial institution.

14. Refund Deductions

Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:

• Missing items

• Customer-caused damage

• Trimming or alteration

• Improper handling

• Missing components

• Product condition inconsistent with the approved return

• Use beyond what was reasonably necessary to inspect the product

Any deduction will be assessed based on the individual circumstances of the return.

15. Exchanges

Exchange availability depends on current product availability and inventory.

Where direct exchanges are unavailable, the most efficient option may be to:

1. Request a return for the eligible original product.

2. Complete the approved return process.

3. Place a new order for the preferred lash style or product.

Please contact customer support before returning a product for exchange.

16. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible after placing it.

We will make reasonable efforts to assist before fulfillment begins.

However, we cannot guarantee cancellation once the order has entered:

• Processing

• Picking or packing

• Fulfillment

• Shipping preparation

• Dispatch

If the order has already shipped, you may need to follow the applicable return procedure after delivery.

17. Refunds for Canceled Orders

If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.

Your financial institution may require additional processing time before the refund appears.

18. Refused or Unclaimed Deliveries

Refusing delivery does not automatically qualify an order for a full refund.

If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:

• Shipment status

• Carrier charges

• Product condition

• Return eligibility

• Other relevant circumstances

Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.

19. International Returns

International returns may involve additional:

• Shipping costs

• Customs procedures

• Carrier requirements

• Documentation

• Transit time

Please contact us before sending any international return.

We are not responsible for unnecessary customs charges or shipping expenses incurred because a return was sent without following the provided instructions, except where responsibility cannot lawfully be excluded.

20. Consumer Rights

This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.

Depending on your country, state, province, or region, you may have additional statutory rights relating to:

• Defective products

• Product conformity

• Replacements

• Returns

• Refunds

• Cancellation or withdrawal rights

• Other consumer remedies

Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.

Where mandatory consumer protection laws provide greater rights than this policy, those legal rights will continue to apply.

21. Contact Us

If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:

Brand: velvitae

Legal Entity: Guangzhou Jingmeng E-Commerce Co., Ltd.

Registered Address:
Room W126, Room 3A03, No. 5 Jianzhong Road, Zhongshan Avenue, Tianhe District, Guangzhou, Guangdong Province, China

Customer Support Email:
service@velvitae.com

For order-related inquiries, please include your order number and the email address used at checkout.

Please do not send complete credit card information, CVV/security codes, or account passwords by email.

The velvitae online store is operated by 广州市菁梦电子商务有限公司 (Guangzhou Jingmeng E-Commerce Co., Ltd.).