Refund policy

Refund Policy

Once an order is placed, we are unable to cancel it. All orders begin processing immediately, so please double-check your details before checkout. For any assistance, email us at veloria.customer@gmail.com.

For subscription renewals and repeat orders, cancellations must be requested before your payment method is charged, as our system begins preparing orders quickly to ensure fast delivery. Once payment has been processed, your order is already in progress at our warehouse and is no longer eligible for cancellation.

Returns

We offer a 60-day return policy, giving you 60 days from the date of delivery (based on your tracking information) to request a return.

To start a return, email us at veloria.customer@gmail.com and we'll provide return instructions and the return address. Please note that Veloria is not responsible for return shipping costs. Items sent back without first requesting a return will not be accepted.

Any damaged item claims must be reported within 60 days of delivery, along with photo evidence. Without photo evidence, resolution will be handled at our discretion on a case-by-case basis.

Refunds

Once we receive and inspect your return, we'll notify you whether your refund has been approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note your bank or card provider may take additional time to process and post the refund.

Return Shipping Cost

Customers are responsible for return shipping costs. Original shipping costs are non-refundable.

Veloria is not responsible for returned packages until they have been delivered to and received by our UK warehouse.

Restocking Fee

Returned orders are subject to a 15% restocking fee — refunds will total 85% of the order subtotal.

Incorrect Address Policy

Customers are responsible for providing accurate, complete shipping information at checkout. We are not responsible for orders lost, delayed, or returned due to an incorrect or incomplete address. If a package is returned to us for this reason, a 15% restocking fee will apply and original shipping costs are non-refundable.

Risk of Loss

All Veloria purchases are subject to a shipment contract. Risk of loss transfers to the customer once the carrier confirms delivery. We are not responsible for packages marked as delivered that are later lost or stolen.

General Information

We're unable to offer refunds or returns for items that caused an allergic reaction or adverse skin response — please review the ingredient list before purchasing. Reshipped orders cannot be exchanged or returned, no exceptions.

Subscriptions

All subscriptions follow our standard Terms of Use and this Return & Shipping Policy. To cancel, email veloria.customer@gmail.com with your order number before your next billing date. Cancellations requested after a renewal has already been charged will not stop that shipment, but future orders will be cancelled.

Free Gifts

We occasionally run promotions that include complimentary gifts. Each order is eligible for a maximum of one free gift, regardless of what your cart may temporarily display at checkout.

60-Day Money Back Guarantee

We want you to love your skin. That's why every Collagen Peel Off Facial Mask comes with a 60-day money back guarantee — no hassle, no stress.

If you're not fully satisfied, you may return your mask(s) — opened or unopened — within 60 days of delivery for a full refund. Customers are responsible for return shipping costs. Our team may request photo evidence to process your claim.

We reserve the right to deny eligibility in cases of suspected abuse or fraudulent behavior (e.g. repeated returns, excessive use with unclear results, or misrepresenting product condition). This program applies to first-time purchases only — subscription orders are excluded.

Policy Amendments

Veloria reserves the right to update this policy at any time without prior notice. Changes take effect immediately upon publication.

Acknowledgment

By placing an order with Veloria, you agree to the terms outlined in this policy.