Refund policy
1. Introduction
Vellast Beauty CO. is committed to a fair and transparent return and exchange process, fully aligned with the consumer rights of the United Kingdom and the United States. This policy applies to all orders placed through vellastbeauty.com.
2. UK Customers — Statutory Return Rights
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, UK customers have the right to return most online purchases within 14 calendar days of receiving them, without providing a reason. Vellast Beauty CO. extends this to 30 days as standard.
Under the Consumer Rights Act 2015, if goods are faulty, not as described, or unfit for purpose, you are entitled to a return and full refund regardless of the time elapsed, subject to the limitations described in our Refund Policy.
UK customers are responsible for return postage costs on change-of-mind returns unless the item is faulty or incorrectly sent.
3. US Customers — Return Rights
US customers may return eligible items within 30 days of delivery. This voluntary policy is offered in addition to any rights you may hold under applicable federal or state consumer protection laws.
Return shipping costs for change-of-mind returns are the customer's responsibility. We cover return shipping in full for faulty, damaged, or incorrectly dispatched items.
4. General Return Conditions
To be eligible for a return, the following must apply:
- The return request is made within 30 days of the delivery date.
- The item is unused and in the same condition as received, in its original packaging with all accessories and labels intact.
- A Return Authorisation Number (RAN) has been issued by our team before the item is shipped back.
- Proof of purchase is provided.
Important: Items returned without a valid RAN will not be processed and may be returned to sender at the customer's expense.
5. Exchange Conditions
We offer exchanges in the following circumstances:
- The item received is defective or damaged on arrival.
- The wrong item was delivered.
- The item is within the 30-day return window and you wish to receive a different product of equal value.
| Exchange Type | Return Shipping | Replacement Shipping |
|---|---|---|
| Defective or damaged item | Covered by Vellast Beauty CO. | Covered by Vellast Beauty CO. |
| Wrong item received | Covered by Vellast Beauty CO. | Covered by Vellast Beauty CO. |
| Customer preference exchange | Customer's responsibility | Standard shipping rates apply |
6. Non-Eligible Items
- Opened or used beauty, cosmetic, or personal hygiene products (unless defective)
- Items marked as "Final Sale" at time of purchase
- Gift cards or store credit
- Activated digital products or software licences
- Items returned after the 30-day window
- Items damaged by the customer through misuse or unauthorised modification
7. How to Initiate a Return or Exchange
- Email contact@vellastbeauty.com with your order number, the item(s) you wish to return or exchange, and your reason. Attach photos if the item is damaged or incorrect.
- Our team will respond within 1–2 business days with a Return Authorisation Number (RAN) and instructions.
- Package the item securely in its original packaging and write your RAN clearly on the outside of the parcel.
- Ship using a tracked and insured service. Retain your proof of postage until the return is confirmed.
- Once received and inspected, your refund or exchange will be processed within 3–5 business days.
8. Beauty Products — Special Conditions
Due to hygiene and safety regulations, all beauty, cosmetic, skincare, and personal care products must be unopened and in original sealed packaging to qualify for a return or exchange. Opened products may only be returned if they are proven to be faulty. Please provide photographic evidence when making such a claim.
9. Electronics — Special Conditions
- All personal data must be removed and devices factory reset before return.
- All original accessories, cables, chargers, manuals, and warranty cards must be included.
- If the product has been registered with the manufacturer, please deregister it before returning.
- Physical damage not reported at the time of the return request will not be eligible for a full refund.
10. Contact Us
To start a return or exchange, contact us at contact@vellastbeauty.com. We are available Monday – Friday, 9:00 AM – 5:00 PM (GMT / EST).