Refund Policy
Order Cancellations
Orders can be canceled within 24 hours of placing them, provided they have not yet been shipped. Once shipped, orders cannot be canceled, and our refund policy will apply.
Refund Eligibility
As our products are handmade and hygiene-sensitive, we only accept refund requests under the following conditions:
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Damaged or Defective Products: If your product arrives damaged, defective, or incorrect due to an error on our end, please contact us within 7 days of receiving your order. We will issue a refund or replacement upon receiving adequate proof of the issue, such as photos.
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Unopened Products: Refunds may be considered for products that are unopened, unused, and in resellable condition. These returns are subject to our approval and must be initiated within 7 days of receipt.
Non-Refundable Circumstances
We cannot accept returns or issue refunds in the following cases:
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Opened or used products due to hygiene and safety concerns.
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Change of mind or dissatisfaction with scent, texture, or minor product variations, as handmade items may naturally vary in appearance.
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Sale or promotional items are final sale and non-refundable.
Return Shipping Costs
For returns approved by Velencia London, the customer is responsible for the return shipping costs unless the return is due to our error (e.g., wrong or damaged item sent). Return shipping costs are non-refundable.