To sales contracts stipulated outside of commercial premises, the rules provided for by Legislative Decree no. 206 of 6 September 2005 (Consumer Code) and, where applicable, by the rules of Legislative Decree no. 70 of 09/04/2003, which provide for the possibility for the purchaser to exercise the right of withdrawal, i.e. to return the purchased goods to the seller and obtain a consequent refund of the purchase price, apply.

These rules apply to natural persons, i.e. consumers, who act for purposes that can be considered unrelated to their business activity, i.e. they do not make the purchase by indicating a VAT number in the order form. Therefore, purchases made by retailers and companies are excluded from the right of withdrawal. The consumer has the right, within a period of 10 working days from receipt of the goods, to exercise the right of withdrawal.

Methods of withdrawal.

To exercise the right of withdrawal, without penalty and without specifying the reason, the purchaser must send velvet-toys a communication in which he declares his willingness to exercise this right within 14 working days from the date of receipt of the goods. Such communication must be sent by pec to the following address: or by e-mail to the following address: 

In the request, which must be signed and dated by the purchaser, it is necessary to indicate the invoice number, the list of items to be returned and the bank details on which to obtain the refund.

Velvet-toys Customer Service will provide the consumer with the RMA number (Return Authorization Code).

The consumer must return the purchased products to velvet-toys only and exclusively at the following address: velvet-toys c/o New Playing - Via Rosina Anselmi, 10 - 95122 CATANIA (CT), within ten (10) working days from receipt of the goods. In case of exercise of the right of withdrawal, the customer-consumer must store the goods, complete with any accessories, in their original packaging. This wrapping must then be packed in such a way as to protect it from any damage, writing or alteration. Finally, the RMA number and the order number must be clearly visible on the packages.

velvet-toys reserves the right to refuse the goods received in the event of non-compliance with the above mentioned return procedure.

The right of withdrawal, in addition to compliance with the above, is considered correctly exercised and therefore obtained when the customer-consumer has also complied with the following conditions:

- the notice of return must be received in the manner described above;

- the purchased products must be returned in their entirety; it is not possible to exercise the right of withdrawal only on part of the purchased product (e.g.: accessories, attached software, etc. ...);

- the products must not have been used, nor must the packaging in which they are sealed be opened (seals must be intact);

- the purchased products must be intact and returned in the original packaging, complete in all its parts (including packaging and any documentation and accessory equipment: manuals, cables, etc. ...); to limit damage to the original packaging, when possible, the original packaging may be placed in a second box on which will be affixed the label bearing the RMA number provided by velvet-toys; in all cases the affixing of labels or adhesive tapes directly on the original packaging of the product must be avoided;

- product identification labels must still be attached to the products; 

- products must be returned to velvet-toys in a single shipment. velvet-toys reserves the right not to accept products of the same order returned and shipped at different times;

- the shipment, until the certificate of receipt in our warehouse, is under the complete responsibility of the customer;

- in case of damage to the goods during transport, velvet-toys will notify the customer of the incident (within 5 working days of receipt of the goods in their warehouses), to allow him to file a timely complaint against the courier of his choice and obtain reimbursement of the value of the goods (if insured); in this case, the product will be made available to the customer for its return, simultaneously canceling the request for withdrawal;

- velvet-toys is not liable in any way for damage or theft/loss of goods returned by uninsured shipments;

- upon arrival at the warehouse, the product will be examined to assess any damage or tampering not resulting from transport. If the packaging and / or the original packaging is damaged, velvet-toys reserves the right to refund.

In accordance with the law, the costs and risks of transport for the return are fully borne by the buyer. The consumer is also responsible for the costs incurred by velvet-toys for sending the goods, indicated in the order report communication.

The refund will be made only after having received and verified the integrity of the returned goods.

Methods of refund.

If the right of withdrawal is exercised in accordance with the terms and conditions indicated in this paragraph velvet-toys will refund the amounts already collected - net of any repair costs for damage to the original packaging and the costs incurred for the shipment of products purchased and delivered to the customer - within thirty (30) days of receipt of notice of withdrawal, by reversal of the amount charged to the credit card, PayPal or by bank transfer to the bank details indicated by the consumer.

In the case of a return, the consumer will have to bear, in addition to the shipping costs of € 4.90 (if he intends to use our courier), also the administrative fees of € 12.50.