Last Updated: April 2026
At Maison Velvetia, your satisfaction is important to us. Due to the intimate and hygienic nature of our products, we follow a strict returns and exchange policy to ensure the safety and well-being of all our customers.
Eligibility for Returns
We accept returns for:
- Products that arrive damaged, defective, or faulty
- Incorrect items received (wrong product shipped)
- Unopened and sealed products in their original packaging, returned within 7 days of delivery
We do not accept returns for:
- Products that have been opened, used, or have broken hygiene seals
- Lingerie, underwear, and intimate apparel that has been worn or tried on without protective hygiene strips
- Products damaged due to misuse, improper care, or failure to follow product instructions
- Products returned after 7 days from the delivery date
- Gift cards or promotional items
How to Request a Return
- Contact us within 7 days of receiving your order at [email protected]
- Include your order number, the product(s) you wish to return, and the reason for return
- Attach clear photos if the product is damaged or defective
- Our team will review your request and respond within 2 business days
- If approved, we will provide return shipping instructions
Refund Process
- Refunds are processed within 7–14 business days after we receive and inspect the returned item
- Refunds will be issued to your original payment method
- Shipping costs are non-refundable unless the return is due to our error (damaged, defective, or wrong item)
- For bank transfers and e-wallet payments, please allow additional processing time from your financial institution
Exchanges
- We offer exchanges for damaged or defective items, subject to stock availability
- If the same product is unavailable, we will offer a full refund or store credit for an alternative product of your choice
- Exchange shipping is free for items returned due to our error
Defective Products and Warranty
- If a product malfunctions within 30 days of purchase under normal use, please contact us with your order number and a description of the issue
- We may request photos or a short video demonstrating the defect
- For brand warranty claims, we will coordinate directly with the manufacturer on your behalf
Contact Us
For all return and exchange enquiries:
Email: [email protected] WhatsApp: Coming Soon Response Time: Within 2 business days