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Refund Policy — Velvet Ink Market
All items are made to order.
At Velvet Ink Market, every piece is crafted specifically for you. Because of this, we do not accept returns or exchanges as standard.
Your Right to Cancel (UK & EU Customers)
If you are a consumer based in the United Kingdom or the European Union, you have a statutory right to cancel your order within 14 days of receiving your item(s), without needing to give a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK) and equivalent EU consumer protection law.
To cancel, contact us at support@velvetinkmarket.com within 14 days of delivery. You will then have a further 14 days to return the item to us. Once we receive it back in a resaleable condition, we will issue a refund within 14 days.
Please note: as our items are made to order, we ask that you check sizing guides carefully before ordering. You remain responsible for the cost of returning the item unless it is faulty or not as described. This statutory cancellation right is separate from — and in addition to — the damaged/defective item process outlined below.
Damaged or Defective Items
If your order arrives damaged or defective, we will make it right. Contact us within 14 days of delivery at support@velvetinkmarket.com with:
- Your order number
- A clear photo of the issue
Once reviewed, we will offer a replacement or refund at our discretion, depending on the nature of the fault.
Before Returning Any Item
You must contact us at support@velvetinkmarket.com before sending anything back. Do not return items without prior authorisation — unauthorised returns cannot be processed. Once your return is approved, we will provide you with the correct return instructions and address for your region.
Return Addresses by Country
Returns are sent to our fulfilment partner, Printful, at the facility that handled your order. Approved returns will be directed to the relevant address below:
| Region | Return Address |
|---|---|
| United Kingdom | Antar 2 Headway Road, Wolverhampton, West Midlands, WV10 6PZ |
| United States & Mexico | 217 Wrangler Drive, Coppell, Texas, 75019 |
| Canada | Unit 3, 3500 Laird Rd, Mississauga, ON L5L 5Y4 |
| Latvia (EU) | Lidostas parks, Marupe, Marupes nov., LV-2167 |
| Spain | Travessía Prat de la Riba, 91-95, 08849 Sant Climent de Llobregat, Barcelona |
| Australia (Apparel) | 40 Tanimbla Street, Kedron, Queensland 4031 |
| Australia (Non-apparel) | 338 Albert St, Brunswick VIC 3056 |
| Australia (Phone cases) | 6 Axis Crescent, Dandenong South VIC 3175 |
| Japan | Komiyaji 817-3, Shinwamachi, Amakusa, Kumamoto, 863-0101 |
| Brazil | Rodovia Santos Dumont, 4791, Armazém 111, Galpão 02, Duque de Caxias - RJ, CEP 25251-460 |
⚠️ These addresses are for product returns only. Letters, notices, or any other correspondence sent to these addresses will be returned to sender.
Please Note
- Outside of your statutory cancellation right (see above), we do not offer exchanges for sizing issues — please check our sizing guides carefully before ordering
- Claims submitted after 14 days of delivery will not be accepted.
- Items must not have been worn, washed, or altered.
- trying on an item for fit doesn't constitute "worn" under the 14-day cancellation right, to stay consistent with the regs.
- Always contact support@velvetinkmarket.com before initiating any return.