Refund policy
Refund Policy – Vellya
At Vellya, each of our soaps is handcrafted in small batches using natural ingredients and traditional methods. Due to the personal and hygienic nature of our products, we have specific refund and return guidelines to ensure safety and quality for all customers.
Returns & Refunds
We accept returns only for items that arrive damaged, defective, or incorrect. If you receive a product that is damaged during transit or not what you ordered, please contact us within 7 days of delivery with your order number and clear photos of the issue.
For hygiene and safety reasons, we cannot accept returns or offer refunds for:
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Used or opened soaps
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Products returned due to personal scent preference
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Skin reactions or sensitivities (as skin types vary)
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Change of mind after delivery
Damaged or Incorrect Items
If your order arrives damaged or incorrect, we will offer one of the following:
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A replacement product (free of charge)
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A full or partial refund (including original shipping if applicable)
Please email us at vellyabylorena@gmail.com within 7 days of receiving your order.
Order Cancellations
Orders can be cancelled within 12 hours of purchase, provided they have not yet been dispatched. Once an order has been shipped, it cannot be cancelled.
Allergies & Skin Sensitivity
Our soaps are made with natural ingredients, including essential oils. We recommend reviewing the full ingredient list before use. Vellya is not responsible for allergic reactions, and refunds cannot be issued for sensitivity-related concerns.
Shipping Costs
Return shipping costs (if applicable and approved) are the responsibility of the customer unless the item is faulty or incorrect.
Contact
For any refund or return requests, please contact:
Email: vellyabylorena@gmail.com
Business Name: Vellya
Location: London, United Kingdom
We aim to respond to all enquiries within 48 hours and will always do our best to ensure you are happy with your Vellya experience.
Thank you for supporting our small, family-run business. ✨