Refund policy

Return & Refund Policy

At SoftVelvet, we want you to feel confident and satisfied with every purchase. If you are not fully happy with your order, we offer free returns and refunds within 30 days of receiving your item.

30-Day Free Return Policy

You may request a return within 30 days from the date your order is delivered. To be eligible for a return, the item must be unused, in its original condition, and returned with its original packaging whenever possible.

We accept returns for items that are:

  • Unused and in original condition
  • Returned within 30 days of delivery
  • Accompanied by order information or proof of purchase
  • Not damaged due to misuse, improper care, or accidental damage after delivery

Free Returns

SoftVelvet offers free returns within the eligible 30-day return period. Customers will not be charged a return fee for approved return requests.

To start a return, please contact us at:

Email: support@softvelvet.shop

Please include your order number, full name, and reason for return. Our support team will review your request and provide the next steps.

Refunds

Once your return is received and inspected, we will notify you regarding the approval of your refund. If approved, your refund will be processed back to your original payment method.

Please note that depending on your bank or payment provider, it may take several business days for the refund to appear in your account.

Damaged or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us as soon as possible at support@softvelvet.shop. Include your order number and clear photos of the item and packaging so we can review the issue quickly.

If the issue is confirmed, we will offer a suitable solution such as a replacement, refund, or return support.

Non-Returnable Items

For hygiene and quality reasons, items that show signs of use, wear, damage, or alteration may not be eligible for return. We reserve the right to refuse returns that do not meet our return requirements.

Exchanges

At this time, the fastest way to receive a different item is to return the original item and place a new order. If you need help choosing a replacement product, our support team will be happy to assist you.

Contact for Returns

SoftVelvet
5116 Rue Balmoral, Pierrefonds, QC H8Z 2N2, Canada
Email: support@softvelvet.shop
Phone: (800) 746-4840