Last updated: August 24, 2026
This policy explains how to cancel an order, how to return an item, and how refunds are issued at VelvetHour.net, LLC. It applies to all purchases made on velvethour.net.
1. Order Cancellations
You may cancel an order at no charge at any time before it has been released to our fulfillment partner. Because our orders are released quickly, that window is generally within 2 hours of placing the order.
To cancel, email care@velvethour.net with your order number and the word CANCEL in the subject line, or call (916) 531-7169 during business hours. If your order has already been released for shipment, we cannot cancel it, but you may refuse delivery or request a return under Section 2 below.
Cancelled orders are refunded in full to the original payment method within 3–5 business days of confirmation.
2. Returns
Unopened items. Items in their original, unopened, factory-sealed packaging may be returned within 30 days of delivery for a refund to the original payment method, less the original shipping cost if any was charged.
Opened items. For health, hygiene, and safety reasons, intimate products cannot be returned or exchanged once the packaging seal has been broken. This is standard practice across the industry and it protects every customer. Opened items are final sale except where they are defective (Section 3) or where applicable law requires otherwise.
Non-returnable items. Lubricants, lotions, creams, condoms, and other personal care consumables cannot be returned once opened. Gift cards and downloadable items are non-returnable.
3. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, contact us at care@velvethour.net within 30 days of delivery with your order number and a photo of the item and packaging. We will, at your choice, send a replacement or issue a full refund including shipping. You will not be charged return shipping on a damaged, defective, or incorrect item. Many manufacturers also provide a warranty of one year or more; where a warranty applies we will help you file the claim.
4. How to Start a Return
- Email care@velvethour.net with your order number and the reason for the return, or call (916) 531-7169.
- We will reply within one business day with a Return Authorization number and the return address. Returns sent without a Return Authorization number cannot be processed.
- Pack the item securely in its original packaging and write the Return Authorization number on the outside of the parcel.
- Ship the return within 14 days of receiving your Return Authorization.
For non-defective returns, return shipping is the customer’s responsibility. We recommend a trackable service; we cannot issue a refund for a return we do not receive.
5. Refunds
Once your return arrives and is inspected, we email you to confirm the outcome. Approved refunds are issued to the original payment method only within 5–7 business days of inspection. Your bank or card issuer may take an additional 3–10 business days to post the credit to your account. We do not issue refunds in cash or to a different card.
Original shipping charges are refunded only when the return results from our error or a defective item.
6. Exchanges
We exchange items that are damaged, defective, or incorrect. For any other reason, please return the unopened item under Section 2 and place a new order.
7. Refused and Undeliverable Packages
If a package is refused at delivery or returned to us as undeliverable because of an incorrect or incomplete address, we will refund the order less the original and return shipping costs once the package is back in our partner’s possession.
8. Before You File a Chargeback
If something is wrong with your order, please contact us first. Nearly every issue is resolved within one business day. Filing a chargeback before contacting us delays the resolution for weeks; email care@velvethour.net or call (916) 531-7169 and we will make it right.
9. Contact
VelvetHour.net, LLC
1521 Carp Way
Sacramento, CA 95832
Email: care@velvethour.net
Phone: (916) 531-7169
Hours: Monday–Friday, 9:00 AM – 5:00 PM Pacific Time
We reply to all messages within one business day.