Refund policy

Refunds & Returns

At VELORIEN, we value ritual, craftsmanship, and thoughtful consumption.
Due to the nature of aromatic and incense products, all sales are considered final once opened or used.

We accept refund or replacement requests under the following conditions:

· The item arrives damaged

· The wrong item was received

· The package is lost during transit

· The item arrives significantly different from the order description

To request support, please contact us within 7 days of delivery at:

hello@velorien.co

Please include:

· Your order number

· Photos of the product and packaging

· A brief description of the issue

 

Right of Withdrawal for EU / UK Customers

In accordance with European Union and United Kingdom consumer protection laws, customers residing in the EU or UK have the right to withdraw from their purchase and return an item within 14 days of receiving it, without giving any reason.

To exercise this right, the item must be returned in its original, pristine, and completely unaltered condition, with all original packaging intact.

  • Exceptions Based on Product Nature: Due to health protection and hygiene reasons, the right of withdrawal does not apply to aromatic items, incense products, and raw materials (including incense sticks, aromatic powders, and resin materials) if they have been unsealed, opened, or used after delivery. Any product showing signs of use or broken seals will not be eligible for a refund under this regulation.

  • Return Shipping: Unless the item arrived damaged or defective, the customer is responsible for the direct cost of returning the goods to our facility.

To initiate an EU/UK statutory return, please contact our concierge team at hello@velorien.co within 14 days of delivery.

 

Non-Refundable Items

For hygiene and product integrity reasons, the following items cannot be returned once opened:

· Incense sticks

· Aromatic powders

· Resin materials

· Burned or used products

· Customized or limited edition items

 

 

Order Cancellation

Orders may be canceled within 12 hours of purchase if they have not yet been processed or shipped.

 

 

Shipping Delays

VELORIEN is not responsible for delays caused by:

· Customs clearance

· Local postal services

· Weather conditions

· International logistics disruptions

However, we will always do our best to assist you.