Refund policy

We are so confident in the quality of our products that we offer a satisfaction guarantee. If you do not see visible results within 90 days of consistent use, we give you a full refund.

This sits on top of the law, not instead of it. Under EU consumer law you also have a statutory right of withdrawal of 14 days from the day you receive your goods, no reason needed. Your statutory rights are not affected by anything in this policy.

How the 90-day guarantee works

• Use the product as directed on the pack for up to 90 days from the day your order arrives.
• If you do not see visible results, email us within those 90 days with your order number.
• We refund the full price you paid for that product. The guarantee applies once per product, per customer.

How to claim

Email support@velouraroutine.com and tell us:

• Your order number
• Which product it concerns

That is all. We reply within one business day and tell you exactly what happens next.

When you get your money back

We refund to your original payment method within 14 days of your request, and normally much sooner. You will see the money back on the card or account you paid with. We refund the full amount you paid for the product, including any delivery charge, though our delivery is free in any case.

Opened products

Skincare is sealed for hygiene reasons, and the law allows sellers to refuse a return once that seal is broken. We do not apply that exception to our guarantee. You cannot judge a retinal without using it, so an opened tube never counts against you.

Damaged, wrong or missing items

If your order arrives damaged, incomplete, or is not what you ordered, email us within 14 days of delivery with a photo. We replace it or refund it in full, whichever you prefer. You keep the damaged item — there is nothing to send back.

Please tell us quickly rather than waiting. After that we can still help you under your statutory guarantee rights, but the process is slower.

If something is wrong with the product itself

EU law gives you a two-year legal guarantee on goods that are not as described or not of satisfactory quality. For skincare that means a product that arrives damaged, leaking, past its expiry date, or not the product you ordered. Email us and we will replace it or refund you.

It does not cover a product that has been used up, or one that is past the period-after-opening symbol on the pack. A product that simply did not give you the result you hoped for is covered by the 90-day guarantee above.

Skincare is consumable. A tube is roughly a month of normal use, and the eye patches around three. The legal guarantee concerns the condition a product arrives in, not how long it lasts once you start using it.