Refund policy
Issued by Velérique LTD (“Velérique”, “we”, “our”, or “us”)
Applies to purchases made through velerique.com
Last Updated: 06/10/26
1. Overview
At Velérique, we are committed to resolving order concerns fairly, professionally, and consistently.
Due to hygiene and product integrity standards for cosmetic products, we do not accept returns of opened or used items. Customers will not be required to send products back unless specifically instructed by our support team.
All refund, replacement, and resolution requests are reviewed in line with this policy and applicable consumer protection standards.
2. Sealed & Unused Products
If your product remains:
- Unopened
- Unused
- In its original sealed condition
You may request a refund review within 14 days of confirmed delivery.
To start a request, please contact us at:
Email: support@velerique.com
Requests submitted after 14 days may not be eligible.
If your request is approved, we will provide further instructions. In some cases, we may ask for the item to remain unused and available while your request is reviewed.
3. Opened or Used Products
For hygiene and product integrity reasons, we cannot accept returns of products that have been opened, used, or unsealed.
This includes products that have been applied, tested, or removed from their original sealed condition.
If you believe there is an issue with your item, please contact us and we will review the case in line with this policy.
4. Damaged, Faulty, or Incorrect Items
If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.
Please include:
- Your order number
- Clear photos of the item
- Clear photos of the packaging, where relevant
- A short explanation of the issue
Once reviewed, we may offer one of the following resolutions:
- Replacement
- Refund
- Partial refund
Resolutions are provided based on the evidence submitted and the details of each case.
5. Orders in Transit
Refunds cannot be issued for orders that are:
- Still within the estimated delivery window
- Marked as “In Transit”
- Experiencing standard carrier delays
Our estimated delivery window is 3–9 business days.
If your shipment exceeds the estimated delivery window significantly, please contact us so we can review the shipment and help where possible.
6. Delivered But Not Received
If tracking confirms delivery, customers should first check:
- Mailbox
- Porch, front desk, or usual delivery area
- Neighbors
- Household members
- Building reception, mailroom, or property management if applicable
If the package still cannot be located, please contact us within 48 hours of delivery confirmation so we can review the case.
Packages marked as delivered will be reviewed on a case-by-case basis. Resolutions may include replacement, refund, or no compensation depending on the circumstances and available evidence.
7. Subscription Orders
Subscription renewal orders are generally non-refundable once processed, as disclosed at checkout and in your subscription terms.
Customers may cancel future subscription renewals at any time through their account portal before the next renewal is processed.
Once a subscription order has entered fulfillment or has shipped, we may no longer be able to cancel, edit, or refund that order.
In limited circumstances, a discretionary goodwill refund or partial refund may be issued. These requests are reviewed on a case-by-case basis.
8. Refund Processing
If a refund is approved:
- Refunds are issued to the original payment method.
- Processing typically takes 3–7 business days after the refund is issued.
- Banking timelines may vary depending on your payment provider.
You will receive confirmation once the refund has been processed on our side.
9. Important Notes
- Refunds are not issued automatically.
- We reserve the right to review and limit refund requests in cases of repeated claims, suspected misuse, or policy abuse.
- Products advised to be discarded should not be returned.
- Shipping fees, where applicable, may not be refundable unless the issue was caused by an error on our side.
- This policy does not limit any rights available under applicable consumer protection laws.
For refund or order assistance, please contact our support team
Response Time: Within 24 business hours, Monday–Friday