Refund Policy
# Velura Skin — Refund & Returns Policy *Last updated: 13/7 · Questions? info@velura-skin.com* ## Our 60-day money-back guarantee We want you to love your results. That's why every order from velura-skin.com is backed by our **60-day money-back guarantee**: you have **60 days from the day your item is delivered** to request a refund. Because it's a money-back guarantee, this applies **even if you've opened and tried the serum** and simply didn't get on with it. --- ## 1. How to request a refund or return It couldn't be simpler. Email **info@velura-skin.com** with: - Your **order number** - The **reason** for your request - A **photo**, only if your item arrived damaged or faulty We'll reply within **24 to 48 hours** (usually much sooner) with next steps. In most cases, for a single serum, **you won't need to post anything back to us**, we'll simply process your refund. --- ## 2. Refunds - Approved refunds are issued to your **original payment method**. - We process refunds within **24 hours to 5 business days** of approval. - Once processed, funds typically appear within **5 to 10 business days**, depending on your bank or card provider. - We'll always email you to confirm once your refund is on its way. --- ## 3. Damaged, faulty, or wrong items If your order arrives damaged or faulty, or you received the wrong item, please contact us within **48 hours** of delivery (with a photo if it's damaged). We'll send a **free replacement or a full refund**, your choice, and we cover any costs. You won't be asked to pay return postage on a damaged or incorrect item. --- ## 4. What's covered Eligible for our guarantee: - Orders placed directly at velura-skin.com - Requests made within **60 days** of delivery - Orders with proof of purchase (your order number) Not covered: - Orders bought from third parties or unauthorised sellers - Requests made more than 60 days after delivery - Gift cards - Bulk orders (please contact us and we'll help case by case) --- ## 5. If you're outside the 60-day window If your 60 days have passed, get in touch anyway. We're reasonable people and we'll always try to find a fair way to help. --- ## 6. Returns (only when we ask for one) For most single-item refunds we won't need the product back. If a return **is** required (for example, a higher-value or multi-unit order), we'll email you a simple address and instructions. We'd recommend a tracked service so your return is protected in transit. Once it reaches us, we'll process your refund within **5 to 7 business days**. --- ## 7. Your legal rights This guarantee is **in addition to** your statutory rights and does not affect them. - **UK customers:** under the Consumer Rights Act 2015, you have rights in respect of faulty goods. Our 60-day guarantee is more generous than the legal minimum. - **EU customers:** you have a 14-day right to withdraw from online purchases; where this applies we'll refund your standard delivery cost too. --- ## 8. Cancellations & changes If you need to change or cancel an order, email us as fast as you can. Because we process orders within 1 to 2 business days, we can usually help **before it ships**. Once an order has shipped it can't be cancelled in transit, but you're always covered by the 60-day guarantee once it arrives. --- ## 9. Subscriptions For subscription orders, please see our **Subscription Policy**. In short: you can cancel, pause, or skip anytime before your next billing date, and any delivered subscription order is covered by this 60-day guarantee. --- ## 10. Product disclaimer The Viareline Serum is a cosmetic product. Individual results vary from person to person. See our medical and results disclaimers for more information. --- ## Contact **info@velura-skin.com** · we aim to reply within 24 hours. Please include your order number so we can help you faster.