Return & Refund Policy
Return & Refund Policy
At VelvetPout, we want you to feel confident about your purchase. If something is not right with your order, please contact us and we will do our best to help.
30-Day Return Window
You may request a return within 30 days of the date your order is delivered.
To qualify for a standard return, the product must be:
- Unused and unopened;
- In its original packaging;
- In resalable condition; and
- Accompanied by your order number or other proof of purchase.
Because lip products are personal-use cosmetic products, opened or used lip products cannot be returned for change-of-mind reasons for hygiene and safety purposes.
This restriction does not affect claims involving products that arrive damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Items
Please inspect your order after delivery.
If your product arrives damaged, leaking, broken, or incorrect, please contact us within 14 days of delivery at support@velvetpout.com and include:
- Your order number;
- A description of the issue; and
- Clear photos or video showing the product and packaging.
If a product develops a manufacturing defect during normal use within 30 days of delivery, please contact us. After reviewing the claim, we may provide a replacement or refund where appropriate.
Normal wear, accidental damage, misuse, improper storage, or differences in personal color preference are not considered manufacturing defects.
Shade and Color Differences
Product colors may appear slightly different depending on lighting, monitor or mobile-device settings, and your natural lip tone.
Minor shade differences caused by these factors are not considered defects.
How to Start a Return
Before returning any product, email:
support@velvetpout.com
Please include your order number and reason for the return.
Do not send products to an address shown on the original shipping label unless our customer service team specifically instructs you to do so. Unauthorized returns may not be accepted.
Promotional and Buy-One-Get-One Orders
Products purchased as part of a bundle, Buy One Get One offer, or other promotion are subject to the same eligibility requirements.
If you request a voluntary refund for an entire promotional purchase, all products included in the promotion may need to be returned.
Damaged or defective promotional items will be handled individually.
Return Shipping
Unless the return is caused by an error on our part or a damaged, defective, or incorrect product, customers are responsible for return shipping costs.
Original shipping charges are generally non-refundable.
Refunds
Once your approved return is received and inspected, we will notify you of the refund decision.
Approved refunds are issued to the original payment method. Please allow approximately 5–10 business days after the refund is issued for your bank or payment provider to post the credit to your account.
Actual processing times may vary by financial institution.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at support@velvetpout.com
We will attempt to cancel orders that have not yet entered fulfillment. Once an order has been processed or shipped, cancellation may no longer be possible and the regular return policy will apply.
Missing Packages
If your tracking information shows unusual delays or your package appears to be lost in transit, contact us with your order number.
We will work with the carrier to investigate the shipment and determine the appropriate solution.
Contact
For return or refund questions:
VelvetPout
Email: support@velvetpout.com
Website: velvetpout.com
Company Name: Xinjiang Junlong Xingye Electromechanical Equipment Co., Ltd.
Company Address: Room 2024-FG-008, Building 2, No. 566 Dongrong Street, Zhengyang Road Subdistrict, High-tech Zone (Xinshi District), Urumqi, Xinjiang Pilot Free Trade Zone, China
Contact Number: +86 15288981333