Refund policy

Last Updated: 29 July 2026

 

Your satisfaction is our priority. We take great care in inspecting and packing every order to ensure it arrives in perfect condition. However, we understand that issues can occur or that you may change your mind. This Refund & Returns Policy explains your rights and our procedures regarding returns, refunds, and exchanges.

1. Our Policy on Opened Products

Perfume is a personal care product. For hygiene, safety, and product authenticity reasons, we cannot accept returns of any fragrance that has been opened, used, or has had its protective seal broken. Once opened, the product cannot be resold.

2. Return Window

You have 14 days from the date your order is delivered to request a return or report an issue. Requests received after this 14-day period will not be eligible for a return or refund unless required by applicable law.

3. Eligibility for Returns

A. Change of Mind (Unopened Items)

You may return an item if you have changed your mind, provided that:

  • The item is unopened, unused, and in its original sealed packaging.
  • The item is returned in its original condition.
  • You are responsible for the cost of returning the item.
  • Original shipping charges are non-refundable.

B. Damaged, Faulty, or Incorrect Items

We will provide a replacement or refund if:

  • Your item arrived damaged during delivery.
  • You received the wrong product.
  • The product is faulty upon arrival.

Claims for damaged, faulty, or incorrect items must be supported by photographs as described below.

4. Proof Required for Damaged or Incorrect Items

To help us process your claim quickly, please provide:

  • Clear photographs showing the damage or incorrect item received.
  • Photographs of the outer packaging if it was damaged during delivery.
  • Your order number.

This information helps us investigate the issue with our delivery partners and resolve your claim as quickly as possible.

5. How to Request a Return

To request a return or report an issue, please contact us within the 14-day return period.

Please include:

  • Your full name.
  • Your order number.
  • A brief description of the issue.
  • Photographs if your item is damaged, faulty, or incorrect.

Contact us at:

Email: info@veiloia.co.uk

6. Refunds and Replacements

Once we receive your returned item or review the evidence you have provided, we will assess your request and notify you of the outcome.

If your request is approved:

  • For unopened returns: We will refund the purchase price of the returned item to your original payment method. Original shipping charges are not refundable.
  • For damaged, faulty, or incorrect items: We will offer either a full refund or a replacement at no additional cost.

Approved refunds are normally processed within 10 business days. Depending on your bank or card provider, it may take additional time for the funds to appear in your account.

7. Non-Returnable Items

The following items cannot be returned unless they are damaged, faulty, or supplied incorrectly:

  • Opened or used fragrances.
  • Products with broken or removed security seals.
  • Items damaged due to misuse or improper handling after delivery.

8. Contact Information

If you have any questions about this Refund & Returns Policy, please contact us:

ATOMINC UK LIMITED
Trading as VEILOIA
3B Lamson Road
Rainham, RM13 9YY
United Kingdom

Email: info@veiloia.co.uk

Phone: +44 7452 707699