Refund policy

We want every Velixir order to arrive safely and meet the standards you expect from us. This policy explains your return rights, the conditions applicable to returned products and how refunds, exchanges and replacements are handled.

This policy does not affect your statutory rights.

Change-of-Mind Returns

If you purchased your order online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order.

Once you have notified us, you must return the eligible products within a further 14 days.

To qualify for a change-of-mind return, products should be unused, unopened and returned with their original packaging, seals and accompanying items wherever reasonably possible.

Opened, Used and Excluded Products

For reasons of product integrity, safety and hygiene, opened, used, altered or unsealed fragrance products may not be eligible for a change-of-mind return where an applicable legal exception permits us to refuse the return.

Samples, decants and vial sizes that have been opened or used cannot be returned unless they are faulty, damaged or supplied incorrectly.

Where a returned product has been handled beyond what is reasonably necessary to inspect it, we may make a lawful deduction from the refund to reflect any reduction in its value.

How to Request a Return

Before returning an item, please contact our customer care team:

Email: velixiruk@gmail.com
Telephone: +44 7480 064968

Please provide:

Your full name
Your email address
Your order number
The product you wish to return
Your reason for requesting the return
Whether you are requesting a refund, exchange or replacement

Please do not return an item before contacting us and receiving the relevant return instructions.

Returning Your Order

Unless the product is faulty, damaged, incorrect or otherwise not as described, the cost of returning an unwanted product is the customer’s responsibility.

We strongly recommend using a tracked and appropriately insured delivery service. Velixir Parfums UK cannot accept responsibility for returned parcels that are lost or damaged before reaching us.

Products should be securely packaged to prevent damage during transit. Please include your order number or the return information supplied by our customer care team.

Return Conditions

Returned products will be inspected upon arrival. A return may be refused or a lawful deduction may be made where:

The product has been used, altered or damaged after delivery
The product is incomplete or missing accompanying items
The product has not been packaged securely for return
The product shows handling beyond what is reasonably necessary to inspect it
The return falls outside the applicable return period and no statutory right applies

Damaged, Faulty or Incorrect Products

Please inspect your order as soon as it arrives.

Damaged products should be reported within 24 hours of delivery. Missing or incorrect products should be reported within 48 hours of delivery so that we can investigate promptly.

We may request clear photographs or video evidence showing the product, its packaging, the shipping label and the condition in which the parcel arrived.

Where a product is confirmed to be faulty, damaged, incorrect or not as described, we will provide an appropriate remedy in accordance with your statutory rights. This may include a refund, replacement or exchange.

Where we ask you to return a confirmed faulty or incorrect product, we will provide return instructions and cover reasonable return costs where legally required.

Refund Processing

Once your return has been received and inspected, we will email you to confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method. We will process an eligible refund within 14 days of receiving the returned products or, where applicable, receiving satisfactory evidence that they have been returned.

After a refund has been processed, additional time may be required for the funds to appear in your account. This processing time is determined by your bank, card issuer or payment provider.

Delivery Charges

For an eligible cancellation of the complete order, we will refund the cost of our standard delivery service where required by law.

If you selected an enhanced, express or more expensive delivery service, any amount paid above the cost of standard delivery may not be refundable.

Original delivery charges may not be refunded for partial returns unless the returned product was faulty, damaged, incorrect or not as described.

Exchanges and Replacements

Exchanges and replacements are subject to product availability.

If the requested product is unavailable, we may offer a suitable alternative or issue a refund to the original payment method.

Incorrect or Incomplete Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

If a parcel is returned to us because an incorrect or incomplete address was supplied, we may refund the eligible product value once the parcel has been received and inspected. Delivery costs and any additional return charges incurred may be deducted where legally permitted.

Delivery Delays and Lost Parcels

We are not responsible for delivery delays caused by customs procedures, courier disruption, severe weather or other circumstances outside our reasonable control. However, our customer care team will provide reasonable assistance with eligible delivery enquiries.

If you believe your parcel has been lost, please contact us as soon as possible. We may ask you to complete a non-receipt declaration or provide additional information before a replacement or refund can be considered.