Refund policy
Returns & Refund Policy
Effective Date: 30 June 2026
At Venom & Velvet Ltd, we want you to be happy with your purchase. If you’re not completely satisfied, this policy explains your rights and how to return an item.
1. Your Right to Cancel
If you purchase goods from our website, you have the legal right to cancel your order within 14 days of receiving your items, in accordance with the Consumer Contracts Regulations 2013.
To exercise your right to cancel, you must notify us within this 14-day period by emailing:
hello@venomandvelvet.co.uk
Please include:
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Your full name
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Your order number
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The item(s) you wish to return
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Your reason for cancellation (optional)
2. Returning Your Order
Once you have notified us that you wish to cancel your order, you have a further 14 days to return the goods to us.
Items must be returned:
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Unworn
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Unused
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In their original condition
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With all original tags attached
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In their original packaging
We recommend obtaining proof of postage, as we cannot be responsible for items lost during return transit.
3. Return Postage Costs
Unless your item is faulty, damaged or incorrect, you are responsible for the cost of returning your order.
We do not refund the cost of return postage for unwanted items.
4. Refunds
Once we receive and inspect your returned item(s), we will notify you if your refund has been approved.
If approved, your refund will be processed to your original payment method.
Refunds are usually processed within 14 days of receiving the returned goods or receiving satisfactory evidence that they have been sent back, whichever is earlier.
5. Faulty, Damaged or Incorrect Items
If your order arrives:
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Faulty
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Damaged
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Incorrect
please contact us as soon as possible at:
hello@venomandvelvet.co.uk
Where appropriate, we will offer one of the following:
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A replacement
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A repair (where suitable)
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A full refund
If the item is confirmed to be faulty or incorrect, we will reimburse reasonable return postage costs.
This policy does not affect your statutory rights under the Consumer Rights Act 2015.
6. Items That Cannot Be Returned
We cannot accept returns where:
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The item has been worn (other than trying it on).
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The item has been washed.
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The item has been damaged after delivery.
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Tags have been removed.
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The item is returned without its original packaging.
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The item has been altered by the customer.
For hygiene reasons, if we introduce products such as underwear, socks, earrings or similar items in the future, these may not be eligible for return unless faulty.
7. Exchanges
We do not currently offer direct exchanges.
If you require a different size or colour, please return the original item in accordance with this policy and place a new order through our website.
8. Incorrect Delivery Address
Please ensure your delivery address is correct before completing your order.
If an order is returned to us because an incorrect address was provided, you may be responsible for the cost of redelivery.
9. Refused Deliveries
If you refuse delivery of your order without first notifying us of your intention to cancel, any refund may be reduced to reflect any costs we incur in recovering the goods.
10. Late or Missing Refunds
If you have not received your refund after you have been notified that it has been processed:
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Check your bank account again.
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Contact your card provider or bank, as processing times may vary.
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If you still have not received your refund, please contact us at hello@venomandvelvet.co.uk.
11. Statutory Rights
Nothing in this Returns & Refund Policy affects your statutory rights under UK consumer law.
12. Contact Us
If you have any questions regarding returns or refunds, please contact:
Venom & Velvet Ltd
Website: https://venomandvelvet.co.uk
Email: hello@venomandvelvet.co.uk