Refund policy

Return and Refund Policy – Vellure

Last updated: 12 November 2025

At Vellure, your satisfaction is our priority. We work with trusted international suppliers and ensure quality control at every stage.
However, we understand that sometimes a product may not meet expectations.
This policy explains how returns and refunds work for purchases made on our website byvellure.com.

1. Return Period

You may request a return within 14 calendar days of receiving your order, in accordance with the Consumer Contracts Regulations (UK).
After this period, unfortunately, we cannot accept returns or issue refunds.

2. Return Conditions

To be eligible for a return, the item must:

  • Be in the same condition as received (unused and undamaged);

  • Include original packaging, tags, and accessories;

  • Include proof of purchase or order number.

Items returned that do not meet these conditions may be refused or refunded partially.

3. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns for:

  • Personal care products, cosmetics, or intimate accessories;

  • Sale or discounted items;

  • Personalised or custom-made products.

4. How to Request a Return

To start a return, please email us at contact@byvellure.com with:

  • Your order number;

  • Photos or videos of the product (if damaged, defective or incorrect);

  • A short explanation of the reason for the return.

Our support team will respond within 3 business days with detailed instructions.
Please note: return shipping costs are the customer’s responsibility, except in cases of defective or incorrect items.

5. Defective or Incorrect Products

If you receive a faulty or incorrect item, contact us within 7 calendar days of receipt.
After verification, you may choose:

  • A replacement, or

  • A full refund, including the original shipping cost.

6. Refund Processing

Once your returned item is received and inspected, we’ll notify you by email.
If approved, your refund will be issued to your original payment method within 10 business days (depending on your bank or card provider).

7. Order Cancellations

Orders can be cancelled within 24 hours of purchase, provided they have not yet been processed or shipped.
After that, cancellations are no longer possible, and the return process must be followed instead.

8. Contact

For returns, refunds or general support, please contact:
📩 contact@byvellure.com
Response time: up to 3 business days.

✅ Quick Summary

  • Return requests: within 14 days of receipt

  • Condition: unused and original packaging

  • Return shipping: customer’s responsibility (unless defective)

  • Refunds: within 10 business days

  • Support: contact@byvellure.com