Refund policy
VELYNAE CUSTOMER CARE
Return & Refund Policy
Our approach to order concerns, returns, and refund requests.
Velynae · Glow Beautifully, Every Day.
IMPORTANT
Report Order Issues Within 24 Hours
Customers must report any issues with their order to our Support Team within 24 hours of receiving the order. Please email info@velynae.com with your order details and supporting evidence.
01. Reporting an Order Issue
If your order arrives damaged, incorrect, or with another issue, contact our Support Team within 24 hours of receiving your order.
To help us review your request, please provide:
- Your order number.
- A clear description of the issue.
- Clear photographs showing the item and the reported issue, where applicable.
Send your report to info@velynae.com.
02. Review and Decision Process
Our Support Team will review the information and supporting evidence submitted with each report. Following that review, Velynae will determine an appropriate resolution based on the circumstances, the applicable store policies, and relevant legal requirements.
Depending on the case, a resolution may include an approved return, replacement, refund, or another appropriate solution. Submitting a report does not automatically guarantee that a return or refund will be approved.
03. Reports Submitted After 24 Hours
Our standard policy requires customers to report order issues within 24 hours of receiving their order. Reports submitted after this period may be declined under our store policy, subject to any rights or obligations that cannot legally be excluded or restricted under applicable law.
04. Return Authorization
Please contact our Support Team and wait for instructions before sending any item back. Do not send products to an address unless our team has provided or confirmed the appropriate return instructions.
Return eligibility and the appropriate next steps will be determined after the reported issue has been reviewed.
05. Refunds
Refund requests will be considered as part of the Support Team's review. If a refund is approved, the available refund method and processing details will be communicated to the customer.
The outcome of each request depends on the circumstances, applicable store policies, and relevant legal requirements. A refund is not guaranteed solely because a report has been submitted.
06. Beauty and Cosmetics Products
For hygiene and product-safety reasons, please avoid using a product that appears damaged, contaminated, or incorrect. If you notice an issue, contact our Support Team promptly and provide photographs where possible.
Product-specific return eligibility will be reviewed in accordance with the circumstances and applicable legal requirements.
07. Applicable Consumer Rights
This policy is intended to explain Velynae's standard process for reviewing order issues and requests. It does not remove or limit any consumer rights, remedies, or obligations that cannot legally be excluded or restricted under applicable law.
Need Help With an Order?
Contact our Support Team within 24 hours of receiving your order if you notice an issue.
VELYNAE · GLOW BEAUTIFULLY, EVERY DAY.