Returns & Withdrawal Policy

This policy explains your right to withdraw from a purchase and how returns are handled, in accordance with EU consumer law (Directive 2011/83/EU) and Directive (EU) 2019/771 on the sale of goods.

1. Your 14-day right of withdrawal

You have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason. This is your statutory right under Article 9 of Directive 2011/83/EU.

• The withdrawal period expires 14 days after the day you (or a person you nominate, other than the carrier) receive the goods.
• To withdraw, contact us at returns@velvetnights.eu before the period expires, stating your intention to withdraw.
• You must return the goods within 14 days of notifying us of your withdrawal.
• We will refund all payments received, including standard delivery costs, within 14 days of receiving the returned goods (or proof of return).
• We may withhold the refund until we receive the goods back, or until you provide proof of return, whichever is earlier.

2. How to return an item

1. Email returns@velvetnights.eu with your order number and the item(s) you wish to return.
2. We will provide return instructions and the return address.
3. Return the item(s) in their original condition, with tags attached where applicable.
4. You are responsible for the cost of returning the goods, unless the item is faulty or we agreed otherwise.

3. Hygiene-seal exception (important)

Certain products are supplied sealed for health-protection or hygiene reasons. Under Article 16(e) of Directive 2011/83/EU, the right of withdrawal is lost for such products if the hygiene seal is broken after delivery.

Products that may be subject to this exception include certain insertable or intimate-contact items supplied with a tamper-evident hygiene seal. The specific products affected are identified on their product pages and at checkout.

4. Lingerie & clothing

Lingerie and clothing are not automatically exempt from the right of withdrawal. You may return unworn items in their original condition with tags attached. Items that have been worn, washed, or show signs of use may not be eligible for a refund, except where they are faulty.

5. Faulty or non-conforming goods

Your rights concerning faulty, damaged, or non-conforming goods are separate from the right of withdrawal and are not affected by opening or using the product. Under Directive (EU) 2019/771, you are entitled to have the goods brought into conformity (repair or replacement), a price reduction, or a refund, depending on the circumstances. Contact us at support@velvetnights.eu.

6. Refunds

• Refunds are issued to the original payment method.
• We process refunds within 14 days of receiving the returned goods or proof of return.
• If you requested a non-standard delivery method, we are not required to refund the additional cost.

7. Exchanges

If you wish to exchange an item (e.g. a different size), please return the original item following the steps above and place a new order. This ensures the fastest processing.

8. Model withdrawal form

You may use the following form to exercise your right of withdrawal:

9. Contact

For returns or withdrawal questions, contact returns@velvetnights.eu.