Returns & Refunds

Please read before ordering: return shipping is paid by the customer. Veluré does not provide free return labels or prepaid postage. For hygiene reasons, opened cans cannot be returned.

We want you to be happy with what you ordered. If something is not right, here is exactly how it works, in plain terms.

At a glance

Return window	30 days from the date you receive your order
Who pays return shipping	The customer
Restocking fee	10% of the item price, deducted from your refund
Opened or used cans	Cannot be returned, for hygiene reasons
Damaged or faulty on arrival	Reported within 48 hours, resolved at our cost
Refund method	Back to your original payment method
Refund timing	Within 7 business days of your return being received and inspected
Start a return	Email support@getvelure.shop

1. Your return window

You have 30 days from the date your order is delivered to request a return.

Requests made after day 30 cannot be accepted.

2. Condition of returned items

Veluré is a personal care product applied directly to skin. For the health and safety of every customer, we hold returns to the same standard a pharmacy or beauty retailer would.

To be accepted, a returned item must be:

• Unopened and unused. The cap must be in place and any factory seal intact. A can that has been sprayed, even once, cannot be resold and cannot be refunded.
• Complete. Every can, insert and leaflet from the original order must be included. On multi-can orders, any can that has been opened is deducted from the refund at full price.
• In its original packaging. The original box or outer carton must be intact and included.
• Securely repacked for transit. Please pack the item so it arrives back with us undamaged. Items that arrive back damaged because of poor packing cannot be refunded in full.

Important: aerosol cans are pressurised. Do not write on, tape over or use the product's own retail box as the outer shipping carton. Place it inside a separate outer box with padding on all sides.

3. Damaged, faulty or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, this is on us and it will not cost you anything.

Contact us within 48 hours of delivery at support@getvelure.shop and include:

• Your order number
• Clear photographs of the item showing the damage or fault
• A photograph of the outer packaging, if that was damaged too
• A photograph of the batch code printed on the base of the can
• A short description of the problem

We will review and respond within 3 business days, and resolve the case within 7 business days of receiving your photographs. Depending on the situation we will send a replacement, issue a full refund, or arrange a return at our expense.

If a can has leaked, dented or lost pressure in transit, do not ship it back to us. Photographs are enough. Damaged aerosols are not safe to send through the post and we will resolve it without a return.

Claims made more than 48 hours after delivery may be treated as a standard return under Section 2.

4. Reactions and sensitivity

Every skin is different, which is why we ask everyone to patch test a small area 24 hours before their first full use.

If you have a reaction, stop using the product, rinse the area with cool water, and contact us at support@getvelure.shop. Tell us what happened, where you applied it, how long you left it on, and include the batch code from the base of the can.

We will look at every case individually. A reaction is not covered by the standard return conditions in Section 2, because the can will have been opened, but that does not mean we will not help you. Get in touch and we will sort it out.

If a reaction is severe, is spreading, or involves swelling or difficulty breathing, seek medical help first and contact us afterward.

5. How to start a return

Email support@getvelure.shop with the subject line Return Request – [your order number].

Include the following:

• Your order number
• Your full name
• The item or items you wish to return
• Your reason for the return
• Photographs, if the item is damaged or faulty
• Your return address

We will reply with a return authorisation and the correct return address.

Do not send anything back before you receive that address from us. Packages returned to the sender address on the parcel, or sent without authorisation, cannot be tracked, received or refunded.

6. Return shipping costs

You are responsible for the cost of returning an item to us, unless the item arrived damaged, faulty or incorrect.

• We do not issue prepaid return labels.
• Aerosols are classed as restricted goods by most carriers. You must declare the contents correctly and use a service that accepts pressurised containers. Ground shipping is usually required. Air mail is usually refused.
• We strongly recommend a tracked service. Until your return reaches us, it is your responsibility, and we cannot refund a parcel that is lost in transit without proof of delivery.
• Original shipping charges are not refunded on standard returns.
• Any customs duties, taxes or brokerage fees on a return are the customer's responsibility.

7. Refunds

Once your return arrives, we inspect it and email you the outcome.

• Approved refunds are issued within 7 business days of inspection, to the original payment method.
• Your bank or card issuer may take a further 5 to 10 business days to show the funds.
• A restocking fee of 10% is deducted from refunds on standard returns. This is not applied to damaged, faulty or incorrect items.
• If a return does not meet the conditions in Section 2, we will contact you before making any deduction and give you the option to have the item shipped back to you at your cost.

8. Items we cannot accept back

• Cans that have been opened, sprayed or used
• Cans with a broken or missing factory seal
• Items returned after the 30 day window
• Items missing original packaging, inserts or leaflets
• Cans past the printed expiry date
• Clearance or final sale items, where marked as such on the product page
• Gift cards

9. Cancelling or changing an order

We pack and dispatch quickly, usually within 1 to 2 business days.

• If your order has not yet been dispatched, email us and we will cancel or amend it at no charge.
• Once an order has been dispatched, we cannot recall or reroute it. You may still return it under this policy once it arrives.

To change a delivery address, contact us as soon as possible. Address changes cannot be made after dispatch.

10. Bundles and multi-can orders

If you bought a multi-can bundle at a discounted price and return part of it, the refund is calculated on the single can price rather than the bundle price, because the discount applied to the bundle as a whole.

Any can in the bundle that has been opened is deducted from the refund at full price under Section 2.

11. EU and EEA customers: right of withdrawal

If you are a consumer resident in the EU or EEA, entering into this contract for purposes outside your trade, business or profession, you have a statutory right of withdrawal in addition to the policy above.

Withdrawal period. You may withdraw from the contract within 14 days of the day you, or a third party you nominate, takes physical possession of the goods.

How to withdraw. Inform us by a clear statement, by email to support@getvelure.shop, of your decision to withdraw. You may use the model withdrawal form, but you are not obliged to. Sending your notice before the 14 day period expires is sufficient.

Sealed goods exception. Under Article 16(e) of the Consumer Rights Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons if the seal has been broken after delivery. This applies to any can that has been opened or unsealed.

Returning the goods. You must send the goods back without undue delay and no later than 14 days from the day you notify us of withdrawal. You bear the direct cost of returning the goods.

Reimbursement. We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the goods back or you supply proof that you have sent them, whichever is earlier. We use the same payment method you used originally, and this costs you nothing.

Diminished value. You are liable for any reduction in the value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Contact

Email: support@getvelure.shop
Response time: within 1 business day

Last updated: 14 August 2026