Refund policy

Last updated: October 12, 2026

For return, replacement or refund requests, email support@veloriahskin.com or use our Contact Us page. All requests are handled through these channels.

Change-of-mind returns

Our products are prepared with customized Veloriah Skin labels and packaging. We do not accept change-of-mind returns or exchanges, including for unopened products. This does not affect requests concerning damaged, defective or incorrect items, missing orders, or rights provided by applicable law.

Damaged, defective or incorrect items

Please inspect your order when it arrives and contact us as soon as possible if an item is damaged, defective or incorrect. Report shipping damage within one month of delivery so we can submit a claim to our fulfillment partner within its claim window.

Include your order number, a description of the issue and clear photos of the affected product and shipping packaging. Keep the product and packaging until we provide instructions. We will review the issue with our fulfillment partner and explain the appropriate replacement or refund resolution. Do not send products back without instructions from us.

Missing orders

If your order has not arrived by its estimated delivery date, contact us promptly. Report a lost shipment within one month after the estimated delivery date so we can submit a claim within our fulfillment partner’s claim window. We will investigate with the fulfillment partner and carrier and explain the available resolution.

Replacements

Our fulfillment partner generally processes reshipments within 72 hours after the necessary details are provided, but an investigation may take longer. Shipping time is additional. We do not guarantee a replacement delivery date before its shipment is confirmed.

Cancellations

Once your order has been accepted for fulfillment and is being processed, it can no longer be changed or cancelled. This includes changes to products, quantities and the shipping address, because production begins shortly after acceptance.

If you notice an issue, contact support@veloriahskin.com or use our Contact Us page as quickly as possible. We will check what help is available, but changes or cancellation cannot be guaranteed. Please double-check your products, quantities and shipping details before confirming your order.

Refunds

We will notify you when a refund is approved and issued to the original payment method. Your bank or payment provider may require additional time to post the credit. 

This policy does not limit any rights or remedies you have under applicable law.