Returns & Exchanges Policy
At VELA Skin, we are committed to delivering products in excellent condition. Due to the hygienic nature of skincare and body care products, we maintain strict return standards to protect the safety and quality of our customers.
Please review the policy carefully before initiating a return.
Eligibility for Returns
Returns are only accepted under the following circumstances:
- The wrong product was delivered
- The item arrived damaged
- The product was defective upon delivery
We do not accept returns for:
- Change of mind
- Personal scent preference
- Opened or used products
- Products not purchased directly from velaskin.ng
Return Conditions
To qualify for a return:
- The item must be unused
- The product must be in its original packaging
- The seal must remain intact
- The return request must be submitted within 48 hours of delivery
Requests submitted after 48 hours may not be eligible for review.
How to Request a Return
To initiate a return, please email: contact@velaskin.ng
Include the following information:
- Full name
- Order number
- Clear photographs of the product
- Clear photographs of the outer packaging
- Description of the issue
Our team will review your request and respond within 24–48 business hours.
If approved, you will receive return instructions.
Inspection Process
Returned items will be inspected upon receipt. Refunds or exchanges will only be processed if the product meets all return conditions.
VELA Skin reserves the right to decline a return if:
- The item shows signs of use
- The packaging is damaged due to customer handling
- The claim is inconsistent with submitted evidence
Refunds
If your return is approved:
- Refunds will be processed to the original payment method
- Processing time: 5–10 business days after inspection
- Shipping fees are non-refundable unless the error was on our part
Please note that your bank or payment provider may require additional time to reflect the refund.
Exchanges
We may offer exchanges in cases where:
- The wrong item was delivered
- The item arrived damaged
Replacement items will be shipped once the original product has been returned and inspected.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns of:
- Opened body oils
- Used products
- Products without original packaging
- Products purchased through third-party retailers
Damaged Items During Delivery
If your item arrives visibly damaged:
- Take clear photographs immediately
- Do not discard the packaging
- Contact support within 48 hours
Failure to report damage within 48 hours may affect eligibility for return.
Cancellations
Orders can only be canceled before they are processed for shipment. Once dispatched, orders cannot be canceled and must follow the return process if eligible.
Policy Updates
VELA Skin reserves the right to update this Return Policy at any time without prior notice. Any changes will be reflected on this page.