Refund policy

You have 30 days from the day your order arrives to change your mind. No reason needed, and you do not have to explain yourself.

This is longer than the law requires. Under EU consumer law you have a statutory right of withdrawal of 14 days from the day you receive your goods. We extend that to 30 days voluntarily. Your statutory rights are not affected by anything in this policy.

In most cases, you keep the product

How to start a return

Email support@velouraroutine.com and tell us:

• Your order number
• Which product you would like to return

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 being told you want to withdraw, 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, 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 change-of-mind returns within 30 days. If a retinal did not agree with your skin, you should not be stuck with it because you opened the tube. That is the entire point of trying something.

Damaged, wrong or missing items

If your order arrives damaged, incomplete, or is not what you ordered, email us within 30 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 30 days from delivery 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, one that is past the period-after-opening symbol on the pack, or one that simply did not give you the result you hoped for. The 30-day window above is what covers that.

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