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

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.