Refund Policy

🔒 Important — Refund Eligibility

At Velaria, we maintain strict quality standards. Refunds are only applicable under the following conditions:

✔ Damaged items
✔ Defective products
✔ Incorrect items received

We do not offer refunds for:

  • Change of mind
  • Unwanted products
  • Opened or used items

📦 30-Day Return Window

You have 30 days from the date of delivery to request a return.

To be eligible:

  • Item must be unused and unopened
  • Must be in original packaging
  • Proof of purchase is required

⚠️ Note: Items that arrive damaged, defective, or incorrect are eligible even if packaging is compromised.

🚀 How to Start a Return

  1. Email us at velariasupport@gmail.com
    Include your order number + clear photos of the issue
  2. Our team will respond within 1 business day
  3. If approved, you’ll receive:
    • A prepaid return shipping label
    • Step-by-step return instructions
  4. Ship the item using the provided label

❗ Returns sent without prior approval will not be accepted

⚠️ Damaged, Defective, or Incorrect Items

Please inspect your order immediately after delivery.

If there’s an issue, contact us at:
📧 velariasupport@gmail.com

Include:

  • Order number
  • Clear images of the issue

Once verified, you can choose:

  • Full refund, or
  • Free replacement (no extra cost)

❌ Non-Returnable Items

The following items are not eligible for return:

  • Opened or used skincare/personal care products
  • Items returned due to personal preference
  • Custom or personalised items
  • Final sale or promotional items
  • Products without original packaging (unless damaged on arrival)

If you're unsure, email us before initiating a return — we’ll guide you.

🔁 Exchanges

We do not offer direct exchanges.

If you received a damaged or incorrect product and want a replacement, let us know — we’ll send a new one at no cost after approval.

For all other cases, please place a new order.

💳 Refund Process

Once we receive and inspect your return:

  • If approved, your refund will be processed within 10 business days
  • Amount will be credited to your original payment method

⏳ Note: Banks may take additional time to reflect the refund

If you haven’t received your refund after 15 business days, contact us at:
📧 velariasupport@gmail.com