Return and Refund Policy

At velisseay, we want you to love your new beauty and everyday care products. We strive to provide detailed descriptions and high-quality images so you can make the best choice. However, we understand that sometimes a product might not meet your expectations. This policy outlines how we handle returns and refunds.

1. Return Eligibility

We offer a 30-day return policy. This means you have 30 days after receiving your item to request a return. To be eligible, your item must meet the following strict criteria:

  • Condition: In the same condition as you received it—unused, unopened, and undamaged.

  • Seals & Tags: All original tags, manufacturer seals, and protective films must be intact and unbroken.

  • Packaging: Must be in the original packaging, including all internal protective materials, instruction manuals, and branded boxes.

  • Proof: A receipt or proof of purchase is required.

Note: For hygiene and safety reasons, any cosmetic or beauty item that has been opened (where the original seal is broken) or shows signs of use will strictly not be accepted for return.

2. How to Initiate a Return

To start a return, please contact our support team at service@velisseay.com or call us at +852 2796 2668.

The Process:

  • Email us with your order number and the reason for the return.

  • If your return is accepted, we will send you a Return Merchandise Authorization (RMA) and instructions on how and where to send your package.

Important: Items sent back to us without first requesting a return will strictly not be accepted.

3. Damages & Manufacturing Defects

Please inspect your order immediately upon delivery.

  • Shipping Damage: If the package arrives visibly damaged, please take photos before opening it.

  • Quality Issues: If the item is defective (e.g., manufacturing flaws or damaged packaging) or you received the wrong item, contact us immediately at service@velisseay.com so we can evaluate the issue and make it right.

4. Exceptions / Non-Returnable Items

Certain items are exempt from returns:

  • Opened Cosmetics & Skincare: Any product where the safety seal, tamper-evident wrap, or original packaging has been opened or compromised.

  • Custom Orders: Personalized or custom-made products.

  • Final Sale: Items marked as "Clearance" or "Final Sale."

  • Used Items: Any product that has been tested, applied, or shows signs of handling.

5. Exchanges

The fastest way to ensure you get the item you want is to return the item you have. Once the return is accepted, you can make a separate purchase for the new item.

6. European Union – 14-Day Cooling-Off Period

If your order is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason, provided the item is in its original, unopened condition and packaging (with all factory seals intact).

7. Refunds

We will notify you once we’ve received and inspected your return.

  • Approval: If approved, you’ll be automatically refunded on your original payment method.

  • Timing: Please allow 5–10 business days for the refund to process.

  • Bank Processing: Please remember it can take some time for your bank or credit card company to post the refund.

If more than 15 business days have passed since we approved your return, please contact us at service@velisseay.com.

8. Return Address

Address：22/F, Enterprise Square Two, No. 3 Sheung Yuet Road, Kowloon Bay, Hong Kong
Company Name：Eternal Beauty Holdings Limited
E-mail：service@velisseay.com
Phone：+852 2796 2668