At Velisse, we want you to be happy with your skincare and beauty products. 

Because of hygiene and safety regulations for cosmetics, our return rules are a bit stricter than with other products.

This policy applies to all orders shipped to the United States and Canada.

1. Return Window (Change of Mind)

You may request a return for eligible items within 7 days of delivery.

• The 7-day period starts on the day the tracking shows your order as delivered.
• Returns are only possible for unopened, unused products in their original condition (see section 2).

To start a return, please email us at:
support@velisse.com

Please include:

• Your order number
• Your full name
• The product(s) you’d like to return
• Optional: Reason for return (helps us improve)

2. Eligibility & Condition of Returned Items

Because we sell skincare and beauty products, we must follow strict hygiene standards.

A product is eligible for return if:

• It is unopened, unused, and in original, undamaged packaging
• All hygiene seals, shrink wrap, and safety stickers are intact
• All accessories, samples, and gifts-with-purchase related to that item are included
• The return is requested within 7 days of delivery and
• The return is shipped back within 7 days after we approve your request

We cannot accept returns if:

• The product has been opened, tested, swatched, or used
• Hygiene seals or packaging are broken, removed, or heavily damaged
• The product shows signs of wear, use, or tampering
• The item was clearly marked as “Final Sale” or “Non-Returnable” at checkout
• The return is sent back without approval or to an unauthorized address

If a non-eligible product is sent back, we may not be able to issue a refund and may offer to ship it back at your cost.

3. Non-Returnable Items

For hygiene, safety, and regulatory reasons, the following items are non-returnable, except where they are defective or damaged on arrival:

• Opened or used skincare products (creams, serums, cleansers, toners, masks, treatments, etc.)
• Opened or used makeup (foundations, lipsticks, glosses, mascaras, eyeliners, palettes, etc.)
• Opened or used tools and accessories that contact skin (beauty sponges, facial brushes, rollers, etc.)
• Products with broken or missing hygiene seals
• Gift cards, vouchers, and digital products
• Items explicitly labeled as “Final Sale” or “Non-Returnable”

If you’re unsure whether an item is returnable, please contact us before opening or using it.

4. How to Start a Return (USA & Canada)

1. Contact us first
   Email our support team at: support@velisse.com
2. Wait for approval
   We’ll:
• Confirm if your item is eligible for return
• Provide you with a return authorization and
• Send you the correct return address (USA or Canada, depending on your order)
3. Package your items securely
• Use the original packaging if possible
• Place all items, accessories, and gifts-with-purchase in the parcel
• Make sure everything is well cushioned to avoid damage in transit
4. Ship with tracking
• Use a trackable, insured shipping method
• Keep your shipping receipt and tracking number
• Email us the tracking number and, if possible, a photo of the return package

We do not accept “Return to Sender” packages that have not been approved.

5. Return Shipping Costs

• For change-of-mind returns (e.g. you don’t like the product, ordered the wrong item, or changed your mind), the customer is responsible for return shipping costs.
• We strongly recommend tracked and insured shipping, as we are not responsible for returned parcels that are lost, delayed, or damaged in transit.
• Any customs, duties, or import fees paid on Canadian orders are not refundable by Velisse. You may need to contact your local customs office for any possible refund.

If we ask you to send back a defective, damaged, or incorrect item, we will either:

• Provide a prepaid return label, or
• Reimburse your return shipping costs according to the instructions we give you by email.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us as soon as you can, ideally within:

• 48 hours of delivery for visible damage or wrong items
• 5 days for quality issues or less obvious defects

Email: support@velisse.com

Please include:

• Your order number
• Clear photos or a short video of:
• The product
• The packaging
• Any damage or defect
• A short description of the issue

Once we review your case, we will:

• Send you a free replacement, or
• Offer a full refund (including original shipping costs if the issue is our fault)

We may ask you to return or safely dispose of the defective or incorrect product according to our instructions.

7. Refunds

Once your approved return arrives and is inspected:

1. We’ll send you a confirmation email
2. If the return is approved, we’ll issue a refund to your original payment method

Refund timing:

• Please allow 5–7 business days after approval for the refund to be processed
• Your bank, credit card company, or payment provider may need additional time to post the refund

Important notes:

• Original shipping charges are non-refundable for change-of-mind returns.
• If the returned products are not in the condition described (opened, used, missing items, damaged beyond shipping, etc.), we may:
• Reduce the refund amount (partial refund), or
• Decline the refund entirely

We’ll always inform you by email if this happens.

8. Order Cancellations (Before Shipping)

If you want to cancel your order before it ships:

• Contact us immediately at support@velisse.com with your order number.
• If your order has not yet been processed or shipped, we will cancel it and issue a full refund.
• If your order has already shipped, it will be handled as a normal return under this policy once delivered.

9. Unauthorized Returns

Returns sent:

• Without prior approval
• Without a return authorization
• To an address not provided by our support team

may be refused, delayed, or not refunded.

Please always wait for our confirmation and instructions before sending items back.

10. Contact

If you have any questions about returns, refunds, or damaged products, you can reach us at:

support@velisse.com

We’re here to help and want your experience with Velisse to be smooth, transparent, and worry-free.