Returns & Refund Policy
Last updated: 17 September 2026
At VELISSE SL, we want you to feel confident when ordering from us.
In addition to your statutory consumer rights, we offer a simple 30 Day Money Back Guarantee on eligible Velisse Gold™ purchases.
Business name: VELISSE SL
Trading name: Velisse
Business address: 48 Kensington Park Road, London W11 3BU, United Kingdom
Email: info@velisse.com
Website: www.velisse.com
1. OUR 30 DAY MONEY BACK GUARANTEE
If you are not satisfied with your Velisse Gold™ purchase, you can contact us within 30 days of receiving your order and request a refund under our voluntary money back guarantee.
Under this guarantee:
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You receive 100% of the eligible product purchase price
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You do not need to provide a detailed reason
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There is no complicated return process
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You can keep the cream
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You do not need to send the product back to us
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Once approved, we initiate the refund immediately
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The refund is sent to the original payment method
This guarantee is provided in addition to your legal consumer rights.
2. NO QUESTIONS ASKED
We want the process to be straightforward.
If you are not satisfied with your purchase, simply contact us within the 30 day guarantee period.
You do not need to provide a detailed explanation or justify why you are requesting the refund.
We may only ask for the basic information necessary to locate and verify your order.
3. YOU CAN KEEP THE PRODUCT
For an approved refund under our voluntary 30 Day Money Back Guarantee, you do not need to return Velisse Gold™ to us.
You may keep the cream.
This means there is no return postage, no complicated returns procedure and no need to wait for a returned parcel to reach us before we can approve the guarantee.
4. WHAT WE REFUND
Under our voluntary 30 Day Money Back Guarantee, we refund:
100% of the eligible product purchase price.
The original delivery or shipping charge is not included in our voluntary 30 day guarantee.
This does not affect situations where UK consumer law separately requires us to refund standard delivery charges.
5. HOW TO REQUEST A REFUND
To request a refund under the Velisse 30 Day Money Back Guarantee, email:
Please include:
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Your full name
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Your order number, if available
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The email address used when placing the order
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A clear statement that you would like to use the Velisse 30 Day Money Back Guarantee
You do not need to provide a detailed reason for your request.
6. WHEN THE 30 DAY PERIOD STARTS
The 30 day guarantee period begins on the date your order is delivered to you.
Your request must be sent within 30 days of receiving your order.
7. HOW REFUNDS ARE PROCESSED
Once an eligible request has been reviewed and approved, we initiate the refund immediately to the original payment method used for the order.
Although we initiate the refund straight away after approval, the time it takes for the money to appear in your account depends on your:
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Bank
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Card provider
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Payment processor
We cannot control the processing time of your bank or payment provider after the refund has been issued by us.
8. ORIGINAL SHIPPING COSTS
The original shipping cost is not refunded under our voluntary 30 Day Money Back Guarantee.
However, this voluntary guarantee is separate from your statutory rights.
Where UK consumer law requires the refund of standard delivery charges as part of a valid statutory cancellation, we will provide that refund as required by law. For eligible distance sales, customers generally have 14 days from receiving goods to notify the trader that they wish to cancel, and the standard outbound delivery charge must generally be refunded.
9. YOUR STATUTORY RIGHT TO CANCEL
Our 30 Day Money Back Guarantee does not replace or restrict your rights under UK consumer law.
For most eligible online purchases, customers have a statutory right to notify the retailer that they wish to cancel within 14 days after receiving the goods, even if the goods are not faulty. They would ordinarily then have another 14 days to return the goods.
Where the statutory cancellation right applies, we will comply with the refund obligations required by law.
This may include refunding:
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The price paid for the goods
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The cost of the standard delivery option
If you chose a more expensive delivery method, we generally only need to refund the cost of the standard delivery option.
Our separate Velisse guarantee is more generous in one important respect: for an approved claim under the Velisse 30 Day Money Back Guarantee, we do not require you to return the cream.
10. FAULTY, DAMAGED OR INCORRECT PRODUCTS
If you receive a product that is:
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Faulty
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Damaged
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Incorrect
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Not as described
contact us at:
Please include your order information and a description of the issue.
Where reasonably necessary, we may ask for photographs so that we can understand the problem.
A customer's rights in relation to faulty or misdescribed goods are separate from our voluntary 30 day guarantee. UK law requires traders to provide appropriate remedies where goods are faulty, not as described or do not do what they are supposed to do.
11. PROMOTIONAL AND DISCOUNTED ORDERS
Our statutory obligations apply regardless of whether a product was purchased at full price or during a promotion.
Products purchased during:
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Flash sales
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Promotional campaigns
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Discount periods
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Bundle promotions
may still qualify for our voluntary 30 Day Money Back Guarantee, unless a specific promotion clearly states otherwise.
Customers buying sale items retain the same statutory refund rights for faulty goods as customers who pay full price.
12. FREE GIFTS
Some Velisse Gold™ offers may include complimentary items such as:
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A free applicator
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The Velisse Beauty Shots eBook
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Other promotional gifts
Where a refund is approved under our voluntary 30 day guarantee, you do not need to return physical promotional gifts unless we specifically agree otherwise with you.
13. DIGITAL EBOOK
The Velisse Beauty Shots eBook may be supplied as a digital bonus with eligible purchases.
Specific cancellation rules can apply to digital content where downloading or access begins immediately with the customer's agreement. UK rules require specific consent before immediate digital supply can remove the usual 14 day cancellation right.
This does not prevent you from using the separate Velisse 30 Day Money Back Guarantee for the eligible physical product purchase where its conditions are met.
14. MULTIPLE REFUND REQUESTS AND ABUSE
Our guarantee is designed for genuine customers.
We reserve the right to review or refuse claims under our voluntary guarantee where there is reasonable evidence of:
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Fraud
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Duplicate refund requests for the same purchase
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Deliberate misuse of the guarantee
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False order information
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Chargeback fraud
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Repeated abuse of promotional offers
This section does not limit or remove any statutory consumer rights.
15. REFUNDS TO THE ORIGINAL PAYMENT METHOD
Refunds are normally sent to the same payment method used to complete the original purchase.
We generally cannot issue a refund to a different card, bank account or payment method.
If the original payment method is no longer available, contact us so that we can review the situation.
16. CHARGEBACKS
If you have a problem with an order, we encourage you to contact us first at:
Our 30 Day Money Back Guarantee is specifically designed to make legitimate refund requests simple and quick.
If you have already received a refund, you should not also submit a chargeback for the same amount.
17. OUR GUARANTEE DOES NOT REPLACE YOUR LEGAL RIGHTS
The Velisse 30 Day Money Back Guarantee is a voluntary commercial guarantee provided in addition to your statutory rights.
Nothing in this policy is intended to exclude, restrict or replace consumer rights that cannot legally be excluded under UK law.
18. CHANGES TO THIS POLICY
We may update this Returns & Refund Policy from time to time.
Any updated version will be published on:
The version applicable to your purchase will generally be the version in force when your order was placed.
19. CONTACT US
For refund requests or questions about this policy, contact us at:
VELISSE SL
Velisse
48 Kensington Park Road
London W11 3BU
United Kingdom
Email: info@velisse.com
Website: www.velisse.com