Returns & Refund
Return & Refund Policy
At Velah, we want you to feel confident when ordering from us. Because fragrance is personal and our Room & Linen Sprays are products that cannot be resold once used, certain return conditions apply.
Return Eligibility
You may request a return within 30 days of delivery.
To be eligible for a standard return, the product must be:
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Unopened
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Unused and unsprayed
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In its original packaging
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In resalable condition
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Accompanied by your order number or other proof of purchase
Once a fragrance has been opened, sprayed, used, altered, or otherwise shows signs of use, it is generally not eligible for return or exchange, unless the product arrived damaged, defective, leaking, or incorrect.
Fragrance Preference
We understand that fragrance is highly personal. A scent may smell different depending on room size, temperature, ventilation, surrounding materials, and individual scent perception.
For this reason, a personal preference or simply not enjoying a fragrance is not considered a product defect.
We encourage customers to review the fragrance notes and product descriptions carefully before purchasing.
Damaged, Defective, Leaking, or Incorrect Orders
We're sorry to hear your item arrived damaged - sometimes, this happens during shipping.
Please inspect your order when it arrives.
If your item arrives damaged, defective, leaking, or different from what you ordered, contact us as soon as possible, preferably within 7 days of delivery, at Contact@shopvelah.com.
Please include:
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Your order number
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A description of the issue
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Photos of the product
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Photos of the packaging
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Photos of the shipping materials, when applicable
Please keep the product, packaging, and shipping materials until your claim has been reviewed.
After reviewing the claim, Velah may provide, as appropriate:
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A replacement product, or
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A refund
When the issue is the result of an error by Velah or the product arrives damaged or defective, Velah will cover applicable replacement or return shipping costs.
Return Shipping
For approved standard returns:
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Original shipping charges are non-refundable.
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Customers are responsible for return shipping costs unless the return is due to an error by Velah or an eligible damaged or defective product.
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We strongly recommend using a trackable shipping method. Velah is not responsible for return packages that are lost or damaged in transit.
Before Sending a Return
Please email Contact@shopvelah.com before returning any item.
Include your:
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Name
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Order number
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Item you wish to return
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Reason for the return
We will review your request and provide return instructions when applicable.
Please do not send products back without contacting us first. Unauthorized returns may not be accepted.
Refunds
Once an approved return is received, we will inspect the product and notify you of the status of your refund.
If approved, the refund will be issued to the original payment method for the eligible product purchase price.
Please allow approximately 5–10 business days after refund processing for the credit to appear, depending on your bank or payment provider. Original shipping charges are not refundable unless the return resulted from an error by Velah.
Products purchased through third-party marketplaces or social-commerce platforms should generally be returned through the platform where the original purchase was made and may be subject to that platform's return policies.
Questions?
For return or order-related questions, contact: