Refund policy
Return Policy
Unless otherwise written on the product detail page, once you receive your order, you have 30 days to begin the returns/exchanges process.
There are some rules and exceptions:
- Dispensers and Diffusers must be unused and in their original packaging.
- Essential Oils must be unused and unopened. This means that the seal on the outer box must still be intact.
- Due to hazmat shipping and drug safety regulations, we cannot accept any hand sanitizer returns.
Returns are to be paid by the customer, unless the reason for the return was due to our error (shipped wrong item, manufacturer's defect, etc.).
To initiate a return or exchange, please email us first at smile@velnue.com. We will provide clear instructions.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / Non-returnable Items
Unfortunately, hand sanitizer cannot be legally returned, therefore all hand sanitizer purchases are final sale. Gift cards can also not be refunded or returned. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest and most efficient way to exchange a product is to place a 2nd order. That way the "exchanged" item will be shipped right away. Then once the original order is returned we'll process the refund.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund.
