Return any CalmVelvet purchase within 30 days of delivery without stating a reason. Below are the return rules, packaging requirements, shipping cost breakdowns, and refund timelines.
Section · 01
Conditions
To be eligible for a refund within the 30-day statutory window, intimate items, topical solutions, and accessories must remain entirely unused, unwashed, and in their original commercial packaging with all security stickers, shrink wrapping, and hygiene seals intact. Used topical formulations or unsealed intimate devices cannot be returned under any circumstances.
In compliance with United Kingdom Consumer Contracts Regulations 2013 (Regulation 28(3)(a)), goods sealed for health protection or hygiene purposes, including intimate wellness devices, massage gels, body oils, and topical balms, are strictly non-returnable once the factory seal, blister pack, or tamper band has been opened, broken, or altered.
Section · 02
Return process
- Transmit an email notice to [email protected] containing your order number, reason for return, and clear photographs verifying that all factory hygiene seals remain intact.
- Await review and obtain an authorized Return Merchandise Authorization (RMA) code along with the designated United Kingdom returns facility address.
- Pack the unblemished merchandise into a sturdy shipping box with sufficient padding, affixing the return label and clearly marking the assigned RMA code.
- Allow our returns department to inspect the returned merchandise; upon successful verification of unopened hygiene seals, the refund will be remitted to your bank account within 3 to 10 business days.
Section · 03
Who pays return shipping
Defective, damaged, or incorrect items ship at our cost: we provide a prepaid return label or courier pickup. Discretionary returns are shipped at your expense, with no additional handling fees deducted.
Section · 04
Refund timing and method
Payouts issue within 3 business days following physical inspection approval. Cash-on-delivery payments return via bank transfer to your provided account details; standard bank transfers revert to the original account. Bank clearing takes 1-5 business days.
Section · 05
Outcomes by return scenario
| Situation | What we do | Cost to you |
|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | Replacement dispatched, incorrect product retrieved | None |
| Parcel lost | New package shipped or full refund granted once courier trace finishes | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of product price | Return shipping only |
Section · 06
Exchanges
Want a different formula, size, or model? Return the original parcel and submit a fresh order online. We refund returned items upon warehouse intake. If we dispatched the wrong item initially, your replacement order ships free.
Section · 07
Cancelling an order
Cancel without fees at any point before dispatch. Send your order code directly to [email protected]. Once a parcel leaves our workshop, our standard return terms take effect.
Section · 08
Questions about this policy
Contact [email protected] or dial +44 121 890 5569 during Mon-Fri 08:15-16:30, Sat 10:00-16:00, break 12:30-13:00. All inquiries receive replies within one business day.
- Merchant
- CalmVelvet Essentials Ltd.
- Registered address
- 54 St Paul's Square, Birmingham, B3 1QS, United Kingdom
- Email
- [email protected]
- Phone
- +44 121 890 5569
- Working hours
- Mon-Fri 08:15-16:30, Sat 10:00-16:00, break 12:30-13:00
- Registration
- Company No. 14831272
