Return and refund policy
Our Promise
You deserve something you truly love. At Velae, we want you to be happy with your purchase.
Returns
We accept returns within 60 days of delivery for store credit or exchange on items that are unused, unopened, and in their original packaging (all seals, labels, and accessories intact).
Not eligible for return:
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Opened, used, or tested products (for hygiene and safety reasons)
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Items without original packaging or with tampered seals
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Returns initiated after 30 days of delivery
To start a return, email info@getvelae.com with your order number and reason for return.
Return shipping: Customers are responsible for return shipping costs. Please use a trackable, insured service; Velae isn’t liable for lost returns.
Faulty or Damaged Items
We take pride in our quality and we’re truly sorry if something arrives damaged or defective.
If you believe your product is faulty, contact us within 15 days of delivery at info@getvelae.com and include:
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Your order number
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Clear photos of the product and packaging
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A brief description of the issue
Claims must be made before the item is used.
Opened/used items returned without prior approval can’t be accepted as faulty.
If eligible, we’ll provide a replacement at no extra cost or an exchange/store credit.
Subscriptions
We offer subscriptions that are clearly visible on our website for your convenience.
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You can manage or cancel your subscription anytime via the unique link in your subscription, order confirmation, or renewal emails (powered by Seal Subscriptions).
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Cancellations apply to future renewals. Charges for a billing period that has already started are typically not refundable.
Contact Information
If you have any questions or need assistance with your return, please reach out to us:
Email: info@getvelae.com
Company Name: A625 TRADING LIMITED
Address: RM 701, UNIT 127, 7/F, TWR B, NEW MANDARIN PLAZA
14 SCIENCE MUSEUM RD, TSIM SHA TSUI, HONG KONG
Email: info@getvelae.com
Contact Form: Contact Us
Company Number: 78367929