Return & Exchange Policy

Return & Exchange Policy – Velixa.ae

Thank you for shopping at Velixa.ae. We value your trust and aim to ensure your complete satisfaction with every purchase. Please take a moment to read our return and exchange policy to better understand how we handle returns, exchanges, and related concerns.

General Policy

Due to the nature of beauty and personal care products, returns and exchanges are subject to the following conditions:

  • Products must be unused, unopened, and in their original packaging.

  • Returns must be initiated within 7 days of receiving the order.

  • Hygiene and safety standards do not allow the return of used or opened items.

We reserve the right to refuse returns that do not meet our hygiene and quality control standards.

Eligibility for Return or Exchange

You may request a return or exchange if:

  • The product delivered is damaged or defective.

  • You received a wrong item.

  • The product is expired upon delivery (highly unlikely, but covered).

  • You received an incomplete order (missing items).

Note: Minor packaging variations or slight changes in color or texture may occur due to lighting or packaging updates and are not eligible for return.

Non-Returnable Items

  • Opened or used beauty and skincare products.

  • Items not in their original packaging.

  • Products purchased under “final sale” or “clearance.”

  • Products returned after the 7-day window.

How to Initiate a Return

To request a return or exchange, please follow these steps:

  1. Contact Us within 7 days of delivery:

  2. Provide the following:

    • Order number

    • Product name(s)

    • Clear pictures of the product(s) and packaging

    • Reason for return or exchange

Our customer support team will guide you through the process and confirm if your request is eligible.

Refunds

Once your return is approved and the product is received and inspected:

  • If eligible, a store credit or refund will be issued within 7–10 business days.

  • Refunds are issued via the original payment method or as store credit, based on your preference.

  • Shipping and delivery charges are non-refundable, unless the issue is due to our error.

Exchanges

If your product is eligible for an exchange:

  • You can exchange it for the same item or a product of equal value.

  • Exchanges are subject to stock availability.

  • Delivery charges for exchanged items may apply.

Delivery Issues or Damaged Items

In case your order arrives damaged, tampered with, or missing items, report the issue within 24 hours of delivery for swift resolution. Include clear photos and your order number.

Important Notes

  • We do not disclose or highlight brand names for the products available on our platform.

  • All items are sourced and packed with the utmost care, ensuring safety and authenticity.

  • Our team inspects every order before dispatch to maintain strict quality control.

Contact Us

For any return, refund, or product-related query, reach out to us:

  • WhatsApp/Call: +971 52 856 0299

  • Email: velixauae@gmail.com

  • Address: Near Abu Hail Metro Station, City Bay Business Centre, UAE

Velixa.ae strives to deliver beauty with trust. We appreciate your understanding and cooperation in maintaining hygiene and safety standards for all our customers.