Refund policy
Refund Policy
Last updated: October 1, 2026
the short version: if it shows up broken or wrong, we make it right. if it's been opened, it stays with you.
Returns
We accept returns of unopened, unused products in their original, sealed packaging within 30 days of delivery.
Our products ship directly from our professional distribution partners, so every return must be approved before it is sent back. To start a return, email mariah@velvetouchaesthetics.com with your order number and the item(s) you'd like to return. If approved, we will send instructions on how and where to ship it. Items sent back without prior approval cannot be accepted.
Unless the return is due to our error, you are responsible for return shipping costs. We recommend a trackable shipping method, as we cannot guarantee receipt of returned items.
Opened or used products
For hygiene and safety reasons, we cannot accept returns or offer refunds on skincare products that have been opened, used, or had their seal broken.
If a product isn't agreeing with your skin, please reach out. We would much rather help you adjust your routine than have you push through irritation, and we can often recommend an alternative that suits you better.
Damaged, defective, or incorrect items
Please inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, email us within 7 days of delivery with your order number and photos of the item and packaging. We will send a replacement or issue a refund at no additional cost to you.
Non-returnable items
- Opened, used, or unsealed products
- Items marked as final sale
- Gift cards
- Products redeemed with rewards points
Exchanges
The fastest way to get what you want is to return the eligible item and, once the return is approved, place a new order for the item you'd prefer.
Refunds
Once we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank may take additional time to post it. Original shipping charges are non-refundable. If more than 15 business days have passed since approval and you haven't seen your refund, please contact us.
Studio services
Facials and other in-studio or virtual services are booked separately through our online booking system and are subject to the cancellation and refund terms shown at booking. They are not covered by this policy.
Contact
Questions about a return? Email mariah@velvetouchaesthetics.com.