Returns & Refund

Return Eligibility

Because Velah's products are personal and fragrance-sensitive, opened, used, sprayed, or otherwise altered fragrance products cannot be returned or exchanged.

Eligible products may be considered for return within 14 days of delivery, provided they are unopened and unused.

​

Requirements for a Return

To qualify for consideration, the product must:

• Be unused and unopened

• Be in its original packaging

• Be in resalable condition

• Include proof of purchase
   

Return Shipping

Original shipping charges are non-refundable.

Customers are responsible for return shipping costs unless the return is the result of an error by Velah.

​

Before Returning an Item

Customers must contact Velah before returning any product.

Unauthorized returns may not be accepted.

​

Damaged, Defective, Leaking, or Incorrect Orders

Customers should inspect their order promptly after delivery.

If an order arrives damaged, defective, leaking, or incorrect, customers should contact Velah as soon as possible and preferably within 48 hours of delivery.
 

The customer should provide:

• Order number

• Photos of the product

• Photos of the packaging

• Photos of the shipping materials, when applicable
   

After reviewing the claim, Velah may provide:

• A replacement

• Store credit

• A refund
   

The resolution depends on the circumstances and product availability.

Important: Customers should not throw away the damaged product or packaging until the claim has been reviewed.

​

Fragrance Preference

Fragrance perception is subjective. The way a fragrance smells can vary depending on the environment, room size, temperature, ventilation, surrounding materials, and individual scent perception.

Simply disliking the scent does not mean the product is defective.