Refund Policy
Returns, handled with clarity and care.
We want every Velvia Skin order to feel considered from delivery through daily use. If something is not quite right, the guidance below explains how returns, exchanges, and refunds are reviewed, processed, and completed.
Eligibility begins with product condition, completeness, and timing.
Return eligibility
- Return requests must be submitted within 30 days of delivery.
- Items should be unused, undamaged, and free from signs of wear, handling residue, or product application.
- All original parts should be included, such as charging cables, heads, caps, pouches, manuals, and protective packaging.
- If an item arrives with a protective seal, that seal should remain intact for the product to qualify for a standard return.
Important condition notes
Because many beauty tools are designed for direct contact with skin, return approval depends on whether the item can be safely restocked. Returned products that show use, incomplete packaging, cosmetic wear, or missing accessories may not be approved for a refund.
If the returned condition differs from the original request details, we may adjust the refund amount or decline the return after inspection.
Some items cannot be returned once opened, used, or marked as final sale.
Items generally not eligible for return
- Opened tools intended for direct personal or facial use, unless they are defective.
- Consumables, replacement pads, disposable attachments, or hygiene-sensitive accessories once unsealed.
- Gift cards, promotional items, and products marked as final sale or non-returnable at checkout.
- Items returned without original components or with packaging that has been materially altered.
Faulty items are treated differently
If a product develops a functional issue shortly after delivery, please contact us before initiating a standard return. Fault-related cases are reviewed separately and may qualify for a replacement, store credit, or refund depending on the product status and available evidence.
If an order arrives damaged, incomplete, or incorrect, let us know promptly.
When to contact us
Please report shipping damage, missing components, or incorrect items within 72 hours of delivery. This helps us review the issue accurately and support a faster resolution.
To assist with verification, include your order number, a short description of the issue, and clear photos of the item, outer packaging, shipping label, and any visible damage.
Possible resolutions
- Replacement of the affected item or missing component
- Refund to the original payment method after approval
- Store credit where appropriate and accepted
- Additional review if courier-related damage needs to be confirmed
Our return process is simple: request, review, send, and confirm.
Submit your request
Email info@velviaskin.xyz with your order number, the item name, and the reason for return. Please include supporting images when relevant.
Wait for approval instructions
Do not return the item before receiving confirmation. Once approved, we will provide the appropriate return guidance and next steps.
Prepare the return carefully
Pack the product securely using the original packaging when possible. Include all accessories, inserts, and documentation that came with the item.
Inspection on arrival
Once the returned parcel arrives, the item will be reviewed for condition, completeness, and policy compliance before a refund is approved.
Refunds are issued after inspection and returned to the original payment method.
How refunds are processed
After the returned item is received and approved, refunds are issued to the original method of payment. Processing times can vary depending on your payment provider, but most approved refunds appear within 5–10 business days after confirmation.
If an order qualified for a discount threshold, bundle offer, or promotional value that changes after a partial return, the final refund amount may be adjusted accordingly.
What may be deducted
- Original shipping charges, unless the return is due to our error or a verified defect
- Any loss in value resulting from missing components or return condition outside the approved standard
- Non-refundable service or promotional charges clearly stated at checkout, when applicable
Return shipping responsibility depends on why the item is being sent back.
If you changed your mind
For approved returns based on preference, compatibility, or ordering in error, return shipping costs are typically the customer’s responsibility. We recommend using a tracked shipping method, as we cannot process refunds for returns that do not arrive.
If the issue is on our side
If the item arrived damaged, defective, or incorrect, we will review the case and, where approved, provide an appropriate resolution which may include a replacement, return support, or a refund without charging return shipping.
