Returns & Refunds

1. Our Commitment

At Velorae Essence, we want every customer to enjoy products that bring comfort, beauty, and intentional living into their daily routine. If something isn't right with your order, we will do our best to make it right in accordance with this Returns & Refunds Policy and applicable consumer protection laws.

This policy explains when products may be returned, when refunds are available, and how replacement requests are handled.

2. Scope

This policy applies to purchases made directly through the official Velorae Essence website.

Products purchased through authorized retailers or third-party marketplaces must be returned according to the policies of those sellers.

3. Right of Withdrawal (EU Customers)

If you are purchasing as a consumer within the European Union, you generally have the legal right to cancel your purchase within 14 calendar days after receiving your order.

To exercise your right of withdrawal:

• Contact us within the 14-day withdrawal period.
• Return the products within the legally required timeframe.
• Products must be unused and returned in their original condition whenever possible.

Certain products are exempt from the right of withdrawal under applicable law.

4. Products That Cannot Be Returned

For health, hygiene, and product integrity reasons, we cannot accept returns of:

• Opened perfumes
• Opened fragrance oils
• Opened skincare or body care products
• Opened personal care items
• Products with broken hygiene seals
• Products showing signs of use
• Custom-made or personalized products
• Digital products or downloadable content once access has been provided
• Gift cards or electronic gift certificates, unless required by law

These restrictions help ensure every customer receives products in new and safe condition.

5. Eligible Returns

We gladly accept eligible returns when:

• The item arrived damaged.
• The wrong product was shipped.
• The product arrived defective.
• The product was significantly different from what was ordered.
• The item remains unopened, unused, and in resalable condition.

Returned products should include:

• Original packaging when reasonably possible
• Accessories
• Inserts
• Safety seals (if applicable)
• Proof of purchase

6. Damaged or Incorrect Orders

Please inspect your order promptly after delivery.

If your order arrives:

• damaged,
• incomplete,
• defective, or
• incorrect,

please contact us as soon as possible, preferably within 7 days of delivery.

When contacting us, please include:

• your order number;
• a description of the issue; and
• clear photographs of the product and packaging, if applicable.

This helps us resolve your request quickly.

7. Return Authorization

Please do not send products back without first contacting us.

Many return requests require a Return Authorization (RA) before items are shipped.

Unauthorized returns may experience delays or may not qualify for processing.

8. Return Shipping

Unless the return is the result of:

• our error,
• a defective product,
• shipping damage, or
• another issue for which Velorae Essence is responsible,

customers are responsible for return shipping costs.

We recommend using a shipping method that includes tracking.

Velorae Essence is not responsible for packages lost during return transit.

9. Refund Processing

Once your returned item is received and inspected, we will notify you regarding approval of your refund.

If approved:

• refunds will be issued using the original payment method whenever possible;
• processing times vary depending on your financial institution; and
• shipping charges are generally non-refundable unless the return resulted from our error or a defective product.

10. Partial Refunds

A partial refund may be issued if returned products:

• are not in original condition;
• are missing components;
• show signs of use;
• are damaged after delivery through customer handling; or
• otherwise cannot be returned to inventory as new.

Where appropriate, we may instead deny the refund and return the item to the customer.

11. Exchanges

At this time, Velorae Essence does not guarantee direct product exchanges.

If you wish to purchase a different item, we recommend:

• Returning the eligible product (if applicable); and
• Placing a new order.

Where inventory allows, we may offer replacements for damaged or defective products.

12. Non-Delivery

If your order has not arrived:

• please verify the shipping address provided during checkout;
• check with household members or neighbors;
• review any carrier delivery notifications.

If the shipment appears lost, contact us and we will investigate with the shipping carrier.

Replacement or refund decisions will be made after the carrier investigation is completed.

13. Refused Deliveries

Orders refused by the customer or returned because of an incorrect shipping address provided during checkout may be subject to:

• return shipping charges;
• original shipping charges; and
• applicable restocking or handling costs where permitted by law.

14. Promotional Items

If an order qualified for:

• free gifts,
• promotional items,
• bundled discounts,
• gift-with-purchase promotions, or
• percentage discounts,

the refund amount may be adjusted if returning products causes the order to no longer qualify for the original promotion.

Any promotional gifts associated with the returned purchase may also need to be returned.

15. Refund Fraud Prevention

Velorae Essence reserves the right to decline refund requests where we reasonably believe there has been:

• abuse of the returns process;
• repeated excessive returns;
• fraudulent claims;
• misuse of promotional offers; or
• other activity inconsistent with normal consumer purchasing behavior.

This provision does not affect your statutory consumer rights.

16. Consumer Rights

Nothing in this Returns & Refunds Policy limits or excludes any mandatory rights provided under applicable consumer protection laws.

Where local law provides greater protection than this policy, the applicable law will prevail.

17. Policy Updates

Velorae Essence may update this Returns & Refunds Policy periodically to reflect changes in our products, operations, or legal obligations.

The updated version will be posted on our website with a revised effective date.

18. Contact Us

If you have questions regarding returns or refunds, please contact us through the contact information provided on the official Velorae Essence website.

We are committed to responding as promptly as reasonably possible.