Refund policy

At Veloura Collective, each wax melt is handcrafted in small batches with care and attention to quality. Due to the handmade nature of our products, we do not accept returns or exchanges for change of mind, scent preference, or accidental purchases.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at velouracollective.ca@gmail.com.

To help us assess the issue, please include:

Your order number
A description of the issue
Clear photos of the damaged, defective, or incorrect item
Photos of the packaging (if applicable)

We will review your claim and provide further instructions.

Refund Eligibility

Refunds are only available for:

Items damaged during shipping
Defective products
Incorrect items received

In some cases, we may require the item to be returned before a refund is issued.

If a return is required, the item must be sent back in the condition received. Once we receive and inspect the item, we will notify you whether your refund has been approved.

Returns

We do not accept returns for:

Change of mind
Scent preference
Opened or used products
Products damaged after delivery
Custom or personalized orders
Sale or clearance items
Gift cards

Returns are only accepted when authorized by Veloura Collective as part of a damaged, defective, or incorrect item claim.

Items sent back without prior approval will not be accepted.

Refund Processing

If your refund is approved, it will be issued to your original payment method within 10 business days after we receive and inspect the returned item (if a return is required).

Please note that your bank or credit card provider may require additional time to process the refund.