Refund policy
Last updated: 22 September 2026
At Vela Beauty, we want customers to have clear information about returns, cancellations, refunds and faulty or incorrect products.
This policy applies to purchases made through www.velabeauty.co.uk.
1. Our Return Period
You may request a return or refund within 30 days of receiving your order, subject to the conditions described below.
This 30-day policy is provided in addition to, and does not limit, any statutory rights you may have under applicable UK consumer law.
For online purchases, statutory cancellation rights may apply separately. Nothing in this policy is intended to remove or restrict rights that cannot legally be excluded.
2. How to Request a Return
To request a return, please contact:
Please include:
-Your full name
-Order number
-Email address used for the purchase
-Product you wish to return
-Reason for the return, where applicable
-Relevant photographs if the product is damaged, incorrect or defective
Please contact us before sending a product back so that we can provide the appropriate return instructions.
3. Products That Are Eligible for Return
Where applicable, products should be returned:
-Within the applicable return period
-In appropriate condition
-With original packaging where reasonably possible
-With accessories and included components
-With proof of purchase or order information
Products should be handled only as necessary to inspect them in the same way a customer would reasonably be able to inspect goods in a shop.
4. Beauty and Hygiene Products
For hygiene and safety reasons, certain beauty or personal-care products may not be eligible for return after the protective seal has been broken or the product has been opened, where applicable law permits this exclusion.
This may apply to products that are intended for direct personal use, including certain skincare, cosmetic, personal-care or beauty products.
This restriction does not affect your statutory rights where a product is faulty, damaged, incorrectly supplied or not as described.
5. Faulty, Damaged or Incorrect Products
If you receive an item that is:
-Faulty
-Damaged during delivery
-Incorrect
-Significantly different from the product description
please contact us as soon as reasonably possible.
We may request photographs or other information to help us investigate the issue.
Where applicable under UK consumer law, customers may be entitled to a repair, replacement, price reduction or refund depending on the circumstances.
6. Change of Mind
If you simply change your mind about a purchase, return and cancellation rights may apply under UK consumer law.
For eligible online purchases, customers generally have statutory cancellation rights, subject to legal exceptions.
Our voluntary 30-day return period may provide an additional period beyond those statutory rights, subject to the conditions of this policy.
7. Return Shipping
Where a customer returns an item because they have changed their mind, return shipping arrangements may depend on the circumstances and the applicable statutory rights.
Where an item is faulty, incorrect or damaged, we will provide appropriate instructions regarding the return.
Customers should not send products to an address different from the return address provided by Vela Beauty without first receiving instructions from us.
8. Refund Processing
Once an eligible return has been received and reviewed, refunds will normally be processed within 7 days.
The time required for the funds to appear in your account can vary depending on the payment provider or financial institution.
Where applicable law requires a refund within a specific period, the applicable legal requirement will apply.
9. Original Delivery Charges
Where a customer exercises a statutory cancellation right, applicable UK consumer law may require the refund of standard delivery charges paid for the original order.
Additional charges for an upgraded delivery option may not necessarily be refundable beyond the cost of the least expensive standard delivery option offered.
10. Non-Returnable Situations
Subject to statutory rights, a return may not be accepted where:
-The applicable return period has expired
-A hygiene-sensitive product has been opened where the law permits exclusion
-The product has been damaged through inappropriate use
-The product has been altered or materially damaged by the customer
-The customer has not followed reasonable product-care or safety instructions
These conditions do not affect statutory rights relating to faulty, misdescribed or incorrectly supplied goods.
11. Refund Method
Approved refunds will normally be issued using the original payment method.
We do not normally provide cash refunds for online orders unless required by applicable law.
12. Exchanges
Where available, customers may contact us regarding an exchange.
Depending on stock availability, we may instead process a return and refund and allow the customer to place a new order.
13. Important Consumer Rights
Nothing in this policy is intended to exclude, restrict or replace statutory consumer protections that apply to customers in the United Kingdom.
If a product is faulty, not as described or does not conform to the applicable legal requirements, customers may have additional legal remedies.
14. Contact
For returns, refunds or questions about this policy:
Vela Beauty
612 Bearwood Rd
Bearwood
Birmingham B66 4BW
United Kingdom
Email: support@velabeauty.co.uk
Phone: +44 7594 433222
Website: www.velabeauty.co.uk