Return and Refund Policy
At Velencia Fragrance, customer satisfaction is important to us. Because fragrances are hygiene-sensitive products, our return policy follows the rules below.
1. Return Window
You may request a return within 30 days of delivery.
2. Condition for Return
To be eligible for a return, the product must be:
- Unopened, unused, and unsprayed
- In its original sealed packaging
- Accompanied by proof of purchase (order number or receipt)
Products that have been opened, used, sprayed, or are missing original packaging/seals are not eligible for a return or refund, due to hygiene and authenticity standards.
3. How to Start a Return
Contact us at support@velenciafragrance.com with your order number before sending anything back. We will confirm approval and provide a return address.
4. Return Shipping Costs
- If the return is due to change of mind, the customer is responsible for return shipping costs.
- If the item arrived damaged, defective, or incorrect, Velencia Fragrance will cover the return shipping cost.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, broken, or wrong, contact us within 7 days of delivery with clear photos/videos of the product, packaging, and shipping label. Once verified, we will offer a free replacement or full refund, your choice.
6. Refund Process
Once your return is received and inspected, we will notify you by email whether the refund was approved. Approved refunds are processed to your original payment method within 5–10 business days.
7. Order Cancellations
Orders can be cancelled free of charge within 15 minutes of placing the order. After this window, the order may already be in processing and cannot be guaranteed for cancellation.
8. Final Sale Items
Items marked as Final Sale, clearance, or heavily discounted promotional items are not eligible for return or refund.
9. Contact Us
Email: support@velenciafragrance.com
Phone: +1 (917) 508-5271