Refund policy

Returns & Refunds | Velune Skincare

At Velune, we want you to love your skincare. If you’re not completely happy with your order, you can return it within 30 days of delivery for a refund or exchange.

What can be returned
To be eligible for a return, items must be unused, unopened and in their original sealed packaging.

For hygiene and safety reasons, we can’t accept returns of opened or used skincare products, including the Velune Multi-Balm, once the seal has been broken. The only exception is if your item arrived damaged, faulty or incorrect.

Damaged, faulty or incorrect items
If your order arrives damaged, faulty or isn’t what you ordered, please contact us within [14] days of delivery with your order number and a photo of the item. We’ll arrange a replacement or full refund, including any shipping costs, at no extra cost to you.

How to start a return

  1. Email us at [support@yourdomain.com] with your order number and the reason for your return.
  2. We’ll reply within 1–2 business days with return instructions and the return address.
  3. Send your item back in its original packaging. We recommend a tracked service, as we can’t be responsible for returns lost in transit.

Refunds
Once we’ve received and inspected your return, we’ll email you to confirm whether your refund has been approved. Approved refunds are processed to your original payment method within 5–10 business days. Your bank may take a little longer to show the funds.

Shipping costs

  • Change of mind: return shipping is paid by you. If you cancel within 14 days of delivery, we’ll refund the standard delivery charge you paid. After 14 days, the original shipping charge isn’t refundable.
  • Our error: if the item was damaged, faulty or incorrect, we’ll cover all shipping costs, both ways.

Exchanges
If you’d like a different item instead, let us know when you contact us, and we’ll arrange the exchange once your return arrives.

Your statutory rights
This policy doesn’t affect your statutory rights under UK consumer law.

Questions?
Contact us at [support@yourdomain.com]. We’re always happy to help.