Refund policy

Last Updated: February 2026

At VelvetSeoul (operated by CETCOMMERCE LTD), we take great pride in the quality of our premium Korean skincare products. If you are not entirely satisfied with your purchase, we are here to help.

1. 14-Day Right to Cancel

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your goods.

  • To be eligible for a return, your item must be unopened, unused, and in the same condition that you received it.

  • The product must be in its original packaging, including the intact hygiene seal (due to health and hygiene reasons, we cannot accept returns for skincare products that have been opened or tested).

2. How to Initiate a Return

To start a return, please contact our customer support team at [Your Support Email Here] with your order number and reason for return.

  • Once your return is accepted, we will provide you with instructions on where to send your package.

  • Please note: Items sent back to us without first requesting a return will not be accepted.

3. Return Shipping

  • You will be responsible for paying for your own shipping costs for returning your item.

  • Shipping costs are non-refundable.

  • We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

  • Please remember it can take some time for your bank or credit card company to process and post the refund.

5. Damaged or Faulty Items

Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so that we can evaluate the issue and make it right. Faulty items will be replaced or refunded in full, including shipping costs.

6. Exclusions

For hygiene and safety reasons, we cannot accept returns on:

  • Products with a broken seal.

  • Used or partially used skincare items.

  • Items purchased during a final clearance sale.

7. Contact Information

For any questions regarding your return, please contact us:

CETCOMMERCE LTD Company Number: 15172378 Address: 71-75, Shelton Street, Covent Garden, London, WC2H 9JQ, UNITED KINGDOM Email: [Your Support Email Here]