Política de reembolso

RETURN & REFUND POLICY

1. 30-Day Return Policy

We have a 30-day return policy. You have 30 calendar days from the date of delivery to request a return.

To be eligible for a return:

  • The item must be unused.

  • The item must be in its original condition.

  • The item must be returned in its original packaging.

  • Proof of purchase (order confirmation or receipt) is required.

Due to hygiene and health protection reasons, we reserve the right to refuse returns of personal care products that have been opened, used, or tampered with.

To initiate a return, contact us at:
📩 velarisart@outlook.es

Returns sent without prior authorization will not be accepted.

2. Return Authorization

If your return request is approved, we will provide:

  • Return instructions

  • The return shipping address

  • A return label (if applicable)

We reserve the right to refuse returns that do not comply with this policy.

3. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery.

If you receive:

  • A defective item

  • A damaged item

  • The wrong product

You must contact us within 48 hours of delivery and provide:

  • Clear photos of the product

  • Photos of the packaging

  • Your order number

Failure to report damage within this timeframe may result in denial of the claim.

4. Non-Returnable Items

The following items cannot be returned:

  • Used personal hygiene products

  • Opened skincare or personal care items

  • Custom-made or personalized products

  • Gift cards

  • Sale or discounted items (unless defective)

  • Hazardous materials or flammable liquids

For hygiene reasons, once the protective seal is removed, the item cannot be returned unless defective.

5. European Union – 14-Day Right of Withdrawal

If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days of delivery, without providing any reason.

To exercise this right:

  • You must notify us within 14 days of receiving the item.

  • The product must be unused and returned in its original packaging.

  • Hygiene-sealed products that have been opened cannot be returned.

Return shipping costs are the responsibility of the customer unless the item is defective.

6. Refunds

Once we receive and inspect your return, we will notify you of approval or rejection.

If approved:

  • Refunds will be issued to your original payment method.

  • Processing may take up to 10 business days.

  • Banks and payment providers may require additional processing time.

If more than 15 business days have passed since approval, contact us at velarisart@outlook.es.

Shipping costs are non-refundable unless the return is due to our error.

7. Exchanges

We do not offer direct exchanges.

To receive a different item, please:

  1. Request a return.

  2. Place a new order once your return is approved.

8. Chargebacks & Fraud Prevention

We actively monitor for fraudulent activity.

Submitting a chargeback without first contacting us to resolve the issue may result in:

  • Evidence being submitted to the payment provider

  • Suspension of future purchases

We encourage customers to contact us directly to resolve any concerns.