Refund Policy

Last Updated: 20 February 2025

At Velvet Essence, we take great pride in crafting high-quality scented candles and reed diffusers. Your satisfaction is important to us, and we aim to provide the best customer experience. If you are not completely satisfied with your purchase, please review our refund policy below.

Returns & Refunds

Due to the nature of our products, we can only accept returns or offer refunds under the following conditions:

Damaged or Defective Products

• If your order arrives damaged, broken, or defective, please contact us within 48 hours of delivery.
• Email us at velvet.essence@outlook.com with your order number, a description of the issue, and clear photos of the damaged product and packaging.
• Once approved, we will issue a replacement or a full refund (including shipping fees).

Incorrect or Missing Items

• If you received the wrong product or an item is missing from your order, contact us within 48 hours of delivery.
• We will arrange for the correct item to be shipped or provide a refund if the item is out of stock.

Unopened & Unused Products

• If you wish to return an unused product, it must be in its original condition, with sealed packaging and no signs of use.
• You must request a return within 7 days of receiving your order.
• Customers are responsible for return shipping costs.

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or refunds for:

• Used candles or reed diffusers.
• Products that have been unwrapped and used.
• Sale or clearance items (unless they arrive damaged or defective).
• Personalized or custom-made products.

Refund Process

• Once we receive and inspect the returned product, we will notify you via email.
• If approved, the refund will be processed to your original payment method within 5-7 business days.
• Shipping fees are non-refundable, except in cases where the product was damaged, defective, or incorrectly sent.

Late or Missing Refunds

• If you haven’t received your refund yet, check with your bank or payment provider, as processing times vary.
• If you still have not received your refund after 10 business days, contact us at velvet.essence@outlook.com.

Exchanges

• We only replace items if they are damaged or defective.
• If you need an exchange, send us an email at velvet.essence@outlook.com within 48 hours of delivery.

Cancellations

• Orders can only be cancelled within 12 hours of purchase.
• Once an order is processed, we cannot guarantee changes or cancellations.

Contact Us

If you have any questions about our Refund Policy, please contact us:

Email: velvet.essence@outlook.com
Phone: +971 50 596 4089
Address: Al Reem Island, Abu Dhabi, United Arab Emirates