Refund policy
Returns & Refunds Policy
At Velique, we want you to be completely satisfied with your purchase. If something isn’t right, we’re here to help.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty or incomplete, please contact our Customer Support team within 14 days of delivery by emailing support@velique.store.
Please include:
- Your order number
- A brief description of the issue
- Photos of the item and packaging, where applicable
Once we’ve reviewed your request, we’ll offer an appropriate solution, which may include a replacement, a refund, or the shipment of any missing items.
In some cases, we may ask you to return the product before processing your claim.
Returning Your Order
If you’ve changed your mind, you have the right to cancel your order within 14 days of receiving it.
To be eligible for a refund:
- The item must be unused.
- It must be returned in its original packaging.
- It must be in a resaleable condition.
To begin a return, please email support@velique.store with your order number.
Please do not send items back without contacting us first, as unauthorised returns cannot be processed.
Non Returnable Items
For hygiene and health protection reasons, we cannot accept returns of:
- Opened skincare products
- Opened creams
- Opened oils
- Opened cosmetic products
- Underwear
- Close fitting garments
These products may only be returned if they are faulty or damaged upon arrival.
Personalised or custom made products are also non returnable unless they are faulty.
Discounted Items
Discounted items may still be returned in accordance with your statutory rights. However, products that have been opened or are exempt from cancellation for hygiene reasons cannot be returned unless they are faulty.
Refused Deliveries
If you refuse delivery without first contacting our Customer Support team, we reserve the right to deduct any return shipping costs, carrier fees, or handling charges from your refund.
Refunds
Once your returned item has been received and inspected, we’ll notify you of the outcome.
If approved, your refund will be processed to your original payment method within 14 days.
Original standard delivery charges will also be refunded where required by applicable UK consumer law.
Return Shipping Costs
Unless the item is faulty, damaged, or supplied incorrectly, customers are responsible for the cost of returning goods.
We recommend using a tracked postal service, as we cannot accept responsibility for items lost during return transit.
Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods without giving a reason.
The cancellation period expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), receives the goods.
Exceptions to the Right to Cancel
The right to cancel does not apply to:
- Sealed goods that are not suitable for return due to health protection or hygiene reasons once they have been unsealed after delivery, including skincare products, creams, oils and cosmetics.
- Personalised or custom made products.
- Goods that are liable to deteriorate or expire rapidly.
- Products that have been used beyond what is necessary to inspect them and are no longer in a resaleable condition.
How to Exercise Your Right to Cancel
To exercise your right to cancel, please contact us with a clear statement of your decision by emailing:
support@velique.store
You may use the model cancellation form available under UK consumer legislation, although this is not mandatory.
Effects of Cancellation
If you validly cancel your order, we will reimburse all payments received from you, including the cost of standard delivery where required by law, without undue delay and no later than 14 days after receiving your cancellation request.
Where applicable, we may withhold reimbursement until we have received the returned goods or you have supplied evidence that you have sent them back.
Refunds will be made using the same payment method you used for the original purchase unless otherwise agreed.
Contact Information
Velmira Ltd
Unit 7, 8/F., Tower B
83 King Lam Street
Lai Chi Kok
Hong Kong
Email: support@velique.store
Company Telephone: +1 516 345 6867
Managing Director: Rosa May Enriquez Perez
Registered with the Companies Registry, Hong Kong
Company Registration Number: 78768038