Returns & Refund Policy

At Velvet Muse, we want you to feel confident about your purchase. This policy explains cancellations, returns and refunds for orders placed at velvetmuse.co.uk.

Nothing in this policy limits your statutory consumer rights.

Contact us

For cancellations, returns or problems with your order, email returns@velvetmuse.co.uk, quoting your order number.

Velvet Muse is operated by MB Trading.

Please contact us for return instructions before sending a product back. Contacting us is not a requirement to obtain approval for exercising your statutory cancellation rights.

Changing your mind

For eligible online purchases, you may cancel from the time you place your order until 14 days after the day you receive it, without giving a reason.

Tell us clearly that you wish to cancel by email. You must then send the goods back within 14 days after notifying us.

The exceptions for hygiene-sealed and genuinely personalised goods are explained below.

Hygiene-sealed products

Sex dolls and intimate accessories supplied with a genuine hygiene seal may be unsuitable for return once that seal has been broken, for health protection or hygiene reasons.

Where this exception applies, you lose the statutory change-of-mind cancellation right when you break the hygiene seal after delivery, even if you have not used the product.

Opening the outer shipping carton alone does not automatically remove your cancellation rights. The relevant hygiene seal must have been broken.

We will identify any applicable hygiene-seal restriction before purchase.

This restriction does not affect your rights if the goods are faulty, damaged on arrival, incorrect or not as described.

Personalised products and pre-orders

The statutory change-of-mind cancellation right does not apply to goods genuinely made to your specifications or clearly personalised. Where applicable, we will explain this before you order.

An item is not automatically exempt simply because it is a pre-order or ordered from a supplier. Standard products remain subject to the usual cancellation rules unless another lawful exception applies.

Your statutory rights concerning faulty or misdescribed goods remain unaffected.

Return condition and costs

Please package returns securely, preferably using the original protective packaging, and retain proof of postage or collection.

For eligible change-of-mind returns, you pay the direct return transport cost, provided this was disclosed before purchase.

Because dolls may require specialist transport, estimated return costs are £79 per doll

We do not charge a standard restocking or administration fee for statutory cancellations. Where permitted by law, we may deduct any reduction in value caused by handling beyond what is reasonably necessary to establish the product’s nature, characteristics and functioning.

Faulty, damaged or incorrect goods

If your order arrives damaged, faulty, incomplete or different from its description, contact us as soon as reasonably possible. Photos of the issue and packaging may help us assess it. An unboxing video is not required to exercise your statutory rights.

For qualifying faults, you normally have a short-term right to reject the goods for a full refund within 14 days of delivery.

After that period, you may be entitled to a repair or replacement. Where the legal conditions are met, you may instead be entitled to a price reduction or to reject the goods for a refund.

We cover reasonable return costs for valid faulty, damaged or incorrect-goods claims.

Damage caused by misuse, accidental damage or failure to follow appropriate care instructions is not a manufacturing defect. This does not exclude claims for underlying faults.

Refunds

For statutory change-of-mind cancellations, we refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier. Where we have offered to collect the goods, the applicable statutory refund deadline applies.

When you cancel your entire eligible order, we also refund the original standard delivery charge. Any extra amount paid for a premium delivery service is not refundable.

For faulty goods you are entitled to reject, refunds are issued without undue delay and within 14 days of our agreement that you are entitled to a refund.

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund processing fee.

Customers outside the UK

Mandatory consumer protections applicable in your country remain unaffected by this policy.