Return and Refund Policy

At Velluray, we prioritize your peace of mind. We are dedicated to ensuring a serene shopping experience and promise to resolve any issues or disputes with fairness and transparency.

1. Return Eligibility

We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must meet the following strict hygiene criteria due to the nature of beauty and skincare products:

The item must be unopened, unused, and sealed in its original packaging.
The item must be in the same condition as received.
Original plastic wrapping or hygiene seals must be intact.
Accompanied by a receipt or proof of purchase.

2. How to Start a Return

To initiate a return, please contact us at support@velluray.com.

Approval Process: If your return is accepted, we will provide you with a return shipping label (if applicable) and detailed instructions on how and where to send your package.
Important: Items sent back to us without first requesting a return and receiving authorization will not be accepted.

3. Return Shipping Fees

Quality Issues: If the return is due to our error (defective, damaged during transit, or incorrect item received), Velluray will cover the return shipping costs or issue a full refund without requiring a return.
Personal Preference: If the return is due to a change of mind, personal preference, or ordering the wrong shade/variant, the customer will be responsible for the return shipping fees. Original shipping charges are non-refundable.

4. Damages & Issues

Please inspect your order upon delivery. If your item is defective, damaged, or if you receive the wrong item, contact us immediately at support@velluray.com so we can evaluate the issue and make it right.

For broken palettes or leaking bottles, please include a photo in your email to speed up the resolution.

5. Non-Returnable Items

Certain types of items cannot be returned due to hygiene and safety reasons:

Opened or used personal care items (such as makeup, skincare, and fragrances).
Custom products (such as special orders or personalized items).
Hazardous materials, flammable liquids, or gases.
Sale items and gift cards.

6. European Union 14-Day Cooling-Off Period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn, unused, with tags, and in its original packaging.

7. Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

Approval: If approved, you’ll be automatically refunded on your original payment method.
Timeline: Please remember it can take some time (usually 5-10 business days) for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@velluray.com.

8. Our Commitment to Resolution

We encourage you to reach out to us first at support@velluray.com for any concerns. We acknowledge all messages within 48 hours and aim to provide a complete resolution or fair suggestion within 7-14 business days. We value your satisfaction and will do our best to find a solution that works for you.