Return & refund policy

Customer service

Our team is at your disposal for any question related to your order or our products.

Email: sav@velynails.com

We strive to respond to all requests within 24 to 48 business hours (excluding weekends and public holidays).

Right of withdrawal

In accordance with the applicable legislation, you have 14 days from the receipt of your order to exercise your right of withdrawal on products that are eligible for return.

Requests received outside this period cannot be accepted.

Products not eligible for return

For reasons of hygiene and health protection, cosmetic products cannot be returned once opened after delivery.

This rule applies, among others, to:

  • Esmaltes en rotulador Velynails™
  • Base Coat
  • Top Coat
  • Disolvente Mágico
  • Any other cosmetic product sold in our store

Cosmetic products that have been opened, used or whose seal has been removed cannot be returned, exchanged or refunded, except in the event of a manufacturing defect.

Conditions for a return

When a return is accepted, the following conditions must be met:

  • The product must be new, unused and in its original packaging.
  • All included accessories must be kept.
  • The request must be made within 14 days of receipt of the order.

To review your request, you will need to send us:

  • Your order number.
  • Clear photographs of the product.
  • A brief explanation of the reason for the request.

All requests must be sent to sav@velynails.com.

Once the request is approved, we will provide you with the instructions and the return address.

Return costs

Except in the event of an error on our part or a defective product, return costs are borne by the customer.

For products eligible for return, a flat fee of €15 may be applied to cover part of the logistics and handling costs.

The original shipping costs are non-refundable.

Products on promotion

Items purchased during promotions, discounts or special offers are subject to the same conditions as other products.

However, opened cosmetic products cannot be returned or refunded.

Defective products

If your product has a manufacturing defect, contact us within a maximum of 30 days of receipt.

Please indicate:

  • Your order number.
  • The name of the product.
  • A description of the problem.
  • Photographs or a video clearly showing the defect.

After reviewing the issue, we will proceed, as appropriate, to:

  • Send a replacement product free of charge.
  • Refund the defective product.

The refund or replacement is limited exclusively to the affected product and not to the entire order.

Lost parcels

If the carrier officially confirms that the parcel was lost during transport before delivery, we will arrange a new shipment at no additional cost.

Order marked as delivered

If the carrier's tracking indicates that the order was delivered to the address provided during the purchase, it will be considered correctly delivered.

In this case, an automatic refund cannot be issued.

However, our team may help you open an investigation with the transport company when possible.

Incorrect address or uncollected parcel

If an order is returned to us due to:

  • An incomplete or incorrect address.
  • A parcel not collected within the established period.
  • Incorrect delivery information provided during the purchase.

A payment of €9 will be required to proceed with a new shipment.

If the parcel is returned for reasons beyond the customer's control (logistics or customs incidents or other similar causes), the reshipment will be carried out at no additional cost.

Order cancellation

You can request the cancellation of your order within 24 hours of purchase by writing to sav@velynails.com.

We will do everything possible to cancel the order before its preparation begins.

However, during periods of high demand, our customer service may receive a high volume of requests. For this reason, we cannot guarantee that a cancellation request sent within that period will be processed before the order enters preparation or is shipped.

If the order has already been prepared or shipped when your request is processed, it will not be possible to cancel it.

We therefore recommend that you carefully review your order before confirming your purchase.

Incorrect product

If you believe you have received a product different from the one ordered, contact us within 14 days of receipt of the order and include:

  • A photograph of the shipping label.
  • A photograph of the SKU code of the product received.
  • Clear photographs of the product and its packaging.

After verifying the issue, we will offer you a suitable solution as soon as possible.

Refunds

When a refund is approved, it will be made using the same payment method used to make the purchase.

Depending on your bank, the amount may be reflected in your account within approximately 5 to 10 business days after the refund is approved.

Our commitment

At Velynails, we are committed to offering high-quality products, fast order preparation and a close, transparent and efficient customer service.

We work every day to guarantee a safe and satisfying shopping experience. If you have any questions about your order or our products, our team will be happy to help you.

Contact: sav@velynails.com