We'll replace a jar that arrived damaged. We won't refund a cream because you changed your mind after using it.

If a jar or bottle arrives cracked, leaking, or with the seal already broken, we send a replacement at no charge. If the box holds the wrong item — a Gel Cleanser instead of the Cream Cleanser you asked for, say — the same applies. We ask for one photograph of the item as it arrived, box included, sent to office@velaxmora.com within 7 days of delivery. That photograph is the whole claims process; there is no form to fill beyond the email.

We ship in the manufacturer's own box with no inner sleeve and no filler tissue, which is a deliberate choice to keep the price down, not a corner cut on protection. Glass jars are still glass. If a courier has clearly mishandled a box, tell us which courier and roughly when it arrived, so we can raise it with them as well as sort out your replacement.

We do not refund a product once the seal is broken and it has been used, even once. This is a skincare catalogue — a jar that has touched skin cannot be resold or safely returned to stock, and we are not going to pretend otherwise by offering a refund we would then have to write off entirely. If a cream did not suit your skin, that is exactly the kind of thing our ordering conversation on how ordering works is meant to catch before you buy: we ask about your skin type and current routine, and we will tell you plainly if a product or set sounds wrong for you.

We do not refund because a scent, texture or absorption rate was not what you expected if the ingredient order and use notes on the product page matched what arrived — that information is written to be accurate rather than persuasive, and it is there for you to read before you ask us to send anything.

1. Email or call within 7 days. Say what arrived, what you ordered, and attach one photograph if the item is damaged or wrong.
2. We confirm within two working days. Either a replacement ships, a refund is agreed for the specific case that qualifies, or we explain why the claim falls outside the two situations above.
3. Replacements ship the same way the original did, in the product's own box, no extra packaging charge.
4. Refunds go back to the original payment method once the case is confirmed — we do not hold refund value as store credit unless you ask us to.

None of this changes the inquiry-only nature of the catalogue described on our terms: nothing here is a binding quote, and this guarantee covers a specific order once it has shipped, not a price discussed on the phone beforehand.