Refund and Return Policy

 

Refund & Return Policy

Effective Date: 16 December 2025

At Velvet Essence, we take pride in the quality and care of our products. Please review our Refund & Return Policy carefully before making a purchase.

General Policy

Due to the nature of our products, refunds and returns are limited and subject to the conditions outlined below. By placing an order with us, you agree to this policy.

Candles & Reed Diffusers

For hygiene and safety reasons:

  • Candles and reed diffusers are non-returnable and non-refundable

  • This applies once the item has been delivered or collected

Exception:
If your item arrives damaged or defective, please contact us within 48 hours of delivery with:

  • Your order number

  • Clear photos of the damage and packaging

Approved cases will be offered a replacement or store credit, at our discretion.

Jewellery

For hygiene reasons:

  • Jewellery items are non-returnable and non-refundable

  • This includes waterproof and PVD-coated jewellery

Exception:
If your jewellery arrives damaged or defective, notify us within 48 hours of delivery with supporting photos.
Once approved, we will offer a replacement or store credit.

Please note:

  • Normal wear and tear, colour fading due to misuse, or damage caused by improper care is not considered a defect

Apparel

We understand sizing and fit may vary.

  • Apparel items are eligible for exchange only, subject to availability

  • Refunds are not offered for apparel unless the item is faulty

Exchange conditions:

  • Request must be made within 3 days of delivery

  • Item must be unused, unworn, unwashed, and in original condition

  • Tags and original packaging must be intact

Customers are responsible for return shipping costs, unless the item is confirmed faulty.

Sale & Discounted Items

  • All sale, discounted, or promotional items are final sale

  • These items are not eligible for return, exchange, or refund, unless received damaged or defective

Custom & Corporate Orders

  • Custom-made, personalised, or corporate gifting orders are non-returnable and non-refundable

  • This includes bulk orders, branded items, and bespoke gift sets

Incorrect or Damaged Orders

If you receive an incorrect or damaged item:

  • Contact us within 48 hours of delivery

  • Provide your order number and clear photos

📧 velvet.essence@outlook.com

Claims made after 48 hours may not be accepted.

Refund Method

  • Approved refunds (where applicable) will be processed as store credit or returned to the original payment method, at our discretion

  • Processing times may vary depending on your payment provider

Shipping Costs

  • Original shipping fees are non-refundable

  • Return shipping costs are the responsibility of the customer, unless the item is faulty or incorrect

Contact Us

For any refund or return enquiries, please contact us:

📧 velvet.essence@outlook.com
📞 +971 50 596 4089