Refund policy

We have a 30-day return policy for Mr.Velvet official orders, which means you have 30 calendar days from the date you sign for and receive your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with all original tags and accessories intact, in its original packaging, and does not affect secondary sales. You’ll also need to provide your original order number and valid receipt or proof of purchase, and must submit a return application to our customer service for approval in advance.

To start a return, you can contact us at service@mrvelvets.com. Our customer service team will review your application within 24 business hours, and provide you with the exclusive return address and detailed shipping instructions after your return application is approved. Items sent back to us without first requesting and getting approval for a return will not be accepted or signed for, and we will not be liable for any lost, damaged or undelivered packages of this kind.

If your return is accepted:

  • For returns caused by quality issues, wrong items shipped, or delivery damage: We will send you a prepaid return shipping label, as well as detailed instructions on how and where to send your package.
  • For returns caused by personal reasons: You will be responsible for the return shipping cost, and we will provide you with the return address and shipping guidelines after approval.

You can always contact us for any return questions at service@mrvelvets.com. Our customer service hours are Monday-Friday 9:00-18:00 (EST, UTC-5), and we will respond to all inquiries within 24 business hours.


Damages and issues
Please inspect your order immediately upon signing for the package. If the item is defective, damaged, or if you receive the wrong item, please contact us at service@mrvelvets.com within 7 calendar days of delivery. We will evaluate the issue promptly, and provide you with a reasonable solution (including full refund, free replacement, or free return), and bear all corresponding shipping costs.


Exceptions / non-returnable items
The following items are final sale and cannot be returned or exchanged, to ensure hygiene and product safety for all pet owners:

  • Personalized/custom-made pet products (such as custom engraved collars, custom-sized apparel);
  • Pet intimate apparel, collars, harnesses, and other products that come into direct contact with pets;
  • Clearance items clearly marked as "Final Sale";
  • Gift cards.

Please get in touch if you have questions or concerns about your specific item.


Exchanges
We only support exchange applications for products with quality issues or wrong items shipped, and we will bear all corresponding shipping costs for eligible exchanges.

For exchanges due to personal reasons (such as wrong size/style), the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. We do not provide direct exchange services for this type of request.

 

Refunds
We will notify you via email once we’ve received and inspected your returned item, and inform you if your refund is approved or not.

  • If your refund is approved, it will be automatically processed and returned to your original payment method within 3-5 business days. The specific arrival time depends on your bank or credit card company's processing rules.
  • For non-quality issue returns, the original shipping fee of your order is non-refundable.

If more than 15 business days have passed since we approved your refund, please contact us at service@mrvelvets.com for follow-up.