Terms of service

Right of Withdrawal (EU Consumer Law)
1. General Provisions
This Return & Refund Policy applies to all purchases made on https://velvetcosmetics.shop/ operated by:
Company name: Iryna Chumak, Sole Proprietor
Registration code: 2970124100
Legal address:
VelvetShop
Apt. 1, 79 Sadova St., smt Oleksandrivka, Chornomorsk, Odesa Oblast, 68091, Ukraine
Ukraine
Bank details:
IBAN: UA77 305299 00000 26000014930125
Bank: JSC CB "PrivatBank", Ukraine
Contact details:
Phone: +373 69 140 784
Email: velvetshop.cosmetics@gmail.com
2. Right of Withdrawal (EU Consumer Law)
In accordance with European Union consumer protection law, customers have the right to withdraw from a distance purchase within 14 days of receiving the goods, without giving any reason.
However, this right does not apply to:
  • Sealed cosmetic products and hygiene goods if they have been opened after delivery, due to health protection and hygiene reasons.
3. Return Timeframe
  • Return request period: 14 days from the date of receiving the goods.
4. Important Notice About Cosmetics
For hygiene and safety reasons, we do not accept returns or exchanges of cosmetic or hygiene products if:
  • The product has been opened
  • The seal has been broken
  • The product has been used or tested
5. Returns for Damaged, Incorrect, or Defective Items
We accept returns only if:
  • The goods arrive damaged, incorrect, or defective
  • You notify us within 48 hours of delivery
  • You provide the required photo/video documentation
Please contact us by email:
📧 velvetshop.cosmetics@gmail.com
6. Required Evidence
For damaged items, please provide:
  • Photo(s) of the damaged product
  • Photo(s) of the inner packaging (bubble wrap, kraft paper, etc.) and the outer box
  • Photo(s) of the product together with the shipping label
  • Photo(s) of the product repacked exactly as it was delivered
For faulty or defective items, please provide:
  • A photo clearly showing the front of the product
  • A photo clearly showing the barcode
  • A photo clearly showing the batch code
If the defect is functional:
  • A video clearly showing the defect
7. Return Address
Returns must be sent to:
VelvetShop
Apt. 1, 79 Sadova St., smt Oleksandrivka, Chornomorsk, Odesa Oblast, 68091, Ukraine
Ukraine
8. Return Shipping Costs
  • The store covers return shipping costs only for damaged or defective items.
  • We do not accept returns for any other reasons.
9. Refund Procedure
  • If a return is approved, the refund will be processed using the same payment method used for the original transaction.
  • The money will be returned only to the same card or payment method used to place the order.
  • We do not issue refunds to another card, bank account, or payment system.
  • The refund will be issued after we receive and inspect the returned goods or after confirming the damage/defect.
  • Refund processing time may take up to 14 business days, depending on the bank or payment provider.
  • The customer will not be charged any additional fees for the refund.
10. Final Provisions
We reserve the right to refuse a return if:
  • The request is submitted after 48 hours (for damaged/defective items)
  • Required documentation is not provided
  • The product was opened or used
  • The product is not defective
  • The product is a cosmetic or hygiene item with a broken seal