Refund policy
Last updated: July 10, 2026
Refund Policy
This policy applies to Velleria orders. Nothing in it limits rights or remedies that cannot be excluded under applicable consumer law.
Arrival inspection and claims
Inspect the outer carton, internal packing, labels, accessories, product, and confirmed options before use, cleaning, alteration, or repair. Keep all packaging until the inspection is complete.
For arrival damage, a wrong item, or a missing part, contact us within 48 hours when possible and provide the order number, clear photos or video, and images of the packaging and labels. A later report is not automatically rejected when applicable law or the relevant commercial warranty requires review, but delayed reporting can make carrier or arrival-condition evidence harder to verify.
Eligible voluntary returns
A standard, non-custom item may be considered for a voluntary return when authorization is requested within 30 days of delivery and the item remains unused, complete, in its original packaging, and unopened where a hygiene seal is supplied.
Opened or used intimate products are not eligible for voluntary change-of-mind returns to the fullest extent permitted by law. Made-to-order or clearly personalized products are not eligible for voluntary change-of-mind returns where the applicable law permits that exception. These exclusions do not remove remedies for a verified defect, arrival damage, wrong item, wrong confirmed specification, or another non-excludable legal right.
Return authorization
Contact Velleria before shipping any return. If a return is approved, we will provide the applicable return address and instructions. Fulfillment warehouses are not automatically return addresses. Unauthorized returns may be refused, delayed, or lost.
Return costs and deductions
For an approved voluntary return, the customer normally pays insured return shipping. An up-to-10% handling and restocking deduction may apply only where permitted by law and disclosed in the return authorization. Original expedited shipping, payment-provider charges that are not returned to us, and other non-recoverable optional services may also be excluded where lawful.
No restocking fee is charged for a return that Velleria confirms is required because the item was materially defective, damaged in transit, or different from the confirmed order.
Made-to-order and personalized products
Made-to-order and clearly personalized products are built or configured for one customer. They are not eligible for voluntary change-of-mind returns where applicable law recognizes that exception. Verified manufacturing defects, arrival damage, and wrong confirmed specifications remain eligible for review.
Condition-disclosed products
A condition or minor imperfection that was clearly disclosed before purchase is not itself a defect. Undisclosed defects and non-excludable legal rights remain reviewable.
Changes and cancellations
- Before processing, reservation, procurement, or production begins, an order can be cancelled for a full refund.
- After warehouse release, procurement, or production begins, the request is reviewed case by case. Documented, non-recoverable costs may be deducted only where the customer agreed and applicable law permits.
- After dispatch, the shipment cannot be stopped as a simple cancellation. Any return is handled under this policy.
Velleria does not apply an automatic 20% or 50% cancellation penalty. If a deduction applies, we explain its basis.
Product-specific commercial warranty
Commercial warranty terms vary by product, component, supplier, and written order confirmation. Velleria does not apply one blanket warranty period across the catalog. The product page or written confirmation supplied for the order controls, and any mandatory statutory guarantee or other non-excludable right still applies.
- Full-body silicone, TPE, and hybrid products: the written product-specific term states the applicable manufacturing or material-defect support and any component limits.
- Standalone heads: the written product-specific term states coverage for the head and any fit, makeup, hair, or component exclusions.
- Skeletons and joints: structural support applies only when included in the base product’s written term and subject to its handling requirements.
- Wigs, clothing, nails, eyelashes, and consumable accessories: inspect on arrival unless the product page expressly states a longer written term.
Commercial warranty exclusions
Commercial warranty does not normally cover ordinary wear; small handmade or cosmetic variation; makeup, hair, nails, eyelashes, or clothing wear; staining or dye transfer; pressure marks; TPE oil migration or tackiness; tears caused by friction or poor storage; forced joints; unsupported lifting; impact; sharp objects; excessive heat or freezing; solvents, alcohol, bleach, or unsuitable oils; modification; user repair; or use contrary to the supplied care instructions.
Remedies
Depending on the verified issue, applicable law, product condition, and practical repair route, the resolution may be repair guidance, a replacement part, repair service, replacement, an appropriate price reduction, return and refund, or another remedy agreed with the customer. Do not discard the product or packaging until the review is complete.
Refund processing
Approved refunds are issued to the original payment method after the return is received and inspected or another resolution is confirmed. Bank and payment-provider posting times are separate. We will confirm when the refund has been submitted.
Contact
Start a return, cancellation, or warranty review through the contact page. Include the order number, product name, issue, and supporting photos or video.