Refund policy

We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.

Eligibility for Returns

To be eligible for a refund, your item must:

  • Be unopened and unused.
  • Be in its original packaging.
  • Be accompanied by proof of purchase.

To request a return, please contact us at info@biovelvet.co.uk before sending your item back.

Returns sent without prior authorisation will not be accepted.

Return Shipping

If you change your mind about your purchase, you will be responsible for the cost of returning the item.

Please note that the original shipping charge (£3.99) is non-refundable.

We recommend using a tracked delivery service, as we cannot accept responsibility for returns lost in transit.

If an order is refused, unclaimed, or returned to us because delivery could not be completed, any refund issued will exclude the original shipping charge and any return shipping costs incurred by BIOVELVET.

Damaged, Incorrect or Faulty Items

Please inspect your order upon arrival.

If you receive a damaged, faulty or incorrect item, please contact us as soon as possible at info@biovelvet.co.uk, including your order number and photographs where possible.

Once we have assessed the issue, we will advise you of the next steps. Where appropriate, we will provide a pre-paid return label and arrange a replacement or full refund.

Skin Reactions

As every individual's skin is unique, we cannot guarantee that our products will be suitable for every skin type.

If you experience an unexpected skin reaction, please discontinue use and contact us at info@biovelvet.co.uk.

We may ask you to return the product for inspection before a refund or replacement is considered. Each case will be reviewed individually.

Non-Returnable Items

For hygiene reasons, we cannot accept returns of products that have been opened or used unless they are faulty or otherwise covered under your statutory consumer rights.

Gift cards are also non-refundable.

Exchanges

We do not offer direct exchanges.

If you would like a different product, please return your eligible item (where applicable) and place a new order through our website.

Refunds

Once we have received and inspected your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method within 10 business days.

Please note:

  • Refunds are processed only after the returned item has been received and inspected.
  • The original shipping charge (£3.99) is non-refundable.
  • Your bank or card provider may require additional time to process the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@biovelvet.co.uk.

Nothing in this Refund Policy affects your statutory rights under applicable consumer protection laws.