Refund policy
Where we ship
We ship to the United Arab Emirates only. We do not currently ship anywhere else.
Returns on opened products
We do not accept returns on opened skincare. Once a serum has been opened we cannot resell it, so sending it back helps nobody. This is standard for cosmetics and it is for hygiene reasons, not to make refunds difficult.
What is covered
You are covered in the following cases, and you do not need to post anything back to us:
- Your order arrives damaged
- You receive the wrong item
- Your order never arrives
- You have an allergic or adverse reaction to a product
In any of these cases, email us and we will send a replacement or refund you, whichever you prefer. For damage claims, include a photo of the item and the packaging so we can file a claim with the carrier.
Unopened products
If a product is still sealed and you contact us within 14 days of delivery, we will refund you. You do not need to return it.
Orders that have not arrived
If your tracking has not updated in 10 days, or your order has not arrived within 21 days of dispatch, contact us. We will resend your order or refund you in full, whichever you prefer.
Allergies and sensitivities
Our BeeGlow Serum contains purified bee venom and is not suitable for anyone allergic to bee stings, bee venom, or bee products such as propolis and royal jelly. Patch test before first use. If you react to any of our products, stop using it and contact us. Adverse reactions are refunded in full.
Cancellations
You can cancel your order for a full refund any time before it is dispatched. Once an order has shipped from Korea we cannot recall it.
How to contact us
Email support@vellurelabz.com with your order number and a short description of the problem. We reply within 1 to 2 business days.
Approved refunds are issued to your original payment method within 10 business days. Your bank may take a few days longer to post it. If more than 15 business days have passed since we approved your refund, contact us and we will chase it.
European Union 14 day cooling off period
Where merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days without justification, in line with applicable law.