Refund policy
Returns and Exchanges
If your item is defective or has been damaged during transit, please contact us within 7 days of delivery so we can review the issue and arrange a replacement where applicable.
Exchanges are accepted within 14 days of delivery only if the item is:
- Unopened
- Unused
- In its original sealed packaging
- Accompanied by a valid receipt or proof of purchase
Return shipping costs are the responsibility of the customer.
To request a return or exchange, please contact us at info@velurfragrance.com.
Damages and Issues
Please inspect your order upon delivery.
If your item arrives defective, damaged in transit, or there is an issue with your order, please contact us within 7 days of delivery so that we can assess the issue and, where applicable, arrange a replacement.
Please include your order or invoice details and relevant photographs where possible to help us assess your request.
Non-Returnable / Non-Exchangeable Items
Items that have been opened, used, or removed from their original sealed packaging are not eligible for exchange.
Items without valid proof of purchase or requests submitted after the applicable exchange period may not be eligible for exchange.
Exchanges
Eligible products may be exchanged within 14 days of delivery, provided they remain unopened, unused, and in their original sealed packaging, with proof of purchase.
The customer is responsible for the cost of returning the product to VELUR.
Warranty Claims
Electrical diffusers and car diffusers are covered by a 2-year warranty against manufacturing defects from the date of purchase.
The warranty does not cover misuse, water damage, drops or physical damage, unauthorized repairs, normal wear of consumable parts, or the use of non-VELUR oils where the product specifies the use of VELUR oils.
The original invoice is required for all warranty claims.
Refunds
VELUR resolves issues by replacement or exchange wherever possible.
Where a product arrives damaged, defective or incorrectly supplied and a replacement is not available, VELUR will issue a refund to the original payment method. Refunds are processed within 14 days of the returned item being received and inspected.
Original delivery charges are not refundable, except where the product was damaged, defective or incorrectly supplied.
This policy does not affect your statutory rights under the consumer protection law of the United Arab Emirates.
Contact Us
For questions regarding returns, exchanges, damaged products, or warranty claims, please contact:
VELUR TRADING L.L.C-FZ
Email: info@velurfragrance.com
Meydan Grandstand, 6th Floor, Meydan Road, Nad Al Sheba, Dubai, United Arab Emirates
Trade License No.: 2536731.01
