Return Policy

Our Return Guidelines

1. Return Request

If you wish to return an eligible item for reasons other than a product defect, damage, an incorrect item, or an error on our part, you may request a return within 30 days of receiving your order. In such cases, the customer is responsible for the return shipping costs.

For health, hygiene, and product safety reasons, Aromatherapy Candles and Fragrances must be returned unused, unopened, and in their original condition unless the product is defective, damaged during transit, incorrect, or significantly different from its description.

If the item you receive is defective, damaged, incorrect, of poor quality, or significantly different from its description, please contact us within 30 days of delivery. We will carefully review the issue and provide an appropriate resolution, which may include a replacement, a full refund, or reimbursement of reasonable return shipping costs where applicable.

Customers should contact our customer service team before sending any item back. Unauthorized returns may not be accepted or may result in delays in processing the return.

2. Return Requirements

To qualify for a return, products must:

  • Be returned in their original, unused, and resalable condition.

  • Include the original packaging, labels, seals, and any accessories, where applicable.

  • For Aromatherapy Candles and Fragrances, remain unopened and unused unless the return is due to a manufacturing defect, shipping damage, an incorrect item, or our error.

  • Show no signs of excessive use, misuse, alteration, contamination, or intentional damage.

  • Include all components originally received with the order.

  • Be returned within the applicable return period stated in this policy.

  • Be accompanied by the order information or other information reasonably necessary to identify the purchase.

Return shipping costs vary depending on your location and the shipping carrier selected. Customers are responsible for return shipping expenses unless the return results from a defective product, shipping damage, an incorrect item, or an error made by us.

We recommend using a shipping service that provides tracking when returning an item. Velisara INC is not responsible for packages lost or damaged during return transit when the customer is responsible for arranging the return shipment.

3. Refund Processing

After we receive and inspect your returned package, approved refunds are generally processed within 3–5 business days.

Refunds will be issued to the original payment method whenever possible. Depending on your financial institution or payment provider, additional processing time may be required before the refunded amount appears in your account.

Original shipping charges are generally non-refundable unless the return results from our error, a defective product, shipping damage, or an incorrect item supplied by us.

If only part of an order is returned and approved for a refund, applicable shipping charges may not be refundable unless required by applicable law or the return resulted from an error on our part.

A refund will generally not be issued until the returned item has been received and inspected, unless otherwise required by applicable law.

4. Orders Marked as Delivered but Not Received

If your tracking information indicates that your package has been delivered but you have not received it, please contact us within 24 hours after the delivery status has been updated.

After verification, we will work directly with the shipping carrier to investigate the shipment and determine an appropriate resolution. Depending on the outcome of the carrier investigation, the resolution may include a replacement shipment or a refund where applicable.

Customers should ensure that the shipping address provided at checkout is complete and accurate. If a package is delivered to the address provided by the customer according to the carrier’s tracking information, additional verification may be required before a replacement or refund can be issued.

5. Exceptional Cases

  • If a customer refuses delivery or declines to accept a shipment, refunds can only be processed after the returned package has been received and inspected.

  • Original shipping charges are non-refundable unless the return is due to our mistake, a defective product, shipping damage, or an incorrect item.

  • Returns sent without prior authorization may be refused, and any resulting costs remain the customer’s responsibility.

  • Due to health, hygiene, and product safety considerations, opened or used Aromatherapy Candles and Fragrances are generally not eligible for return unless they are defective, damaged, incorrect, or materially different from their description.

  • We reserve the right to refuse returns involving misuse, excessive wear, intentional damage, fraudulent claims, unauthorized returns, or violations of this Return Policy.

  • Items returned without their original packaging, components, labels, or accessories may be subject to rejection or a reduced refund where permitted by applicable law.

  • If an item is returned in a condition that does not meet the requirements of this policy, we may contact the customer regarding the available options.

  • Promotional, discounted, or special-offer items remain subject to the return requirements stated in this policy unless otherwise indicated on the applicable product or promotion page.

Refund Request Procedure

Before returning any item, please contact our customer support team by email and wait for return authorization and detailed return instructions.

Please include the following information:

  • Full Name

  • Shipping Address

  • Email Address

  • Product Name

  • Order Number

  • Description of the issue

  • Photos showing any damage, defects, incorrect items, or other relevant issues (if applicable)

Once we receive your request, our support team will review the information and, where appropriate, provide complete return instructions, including the correct return address and any additional requirements.

Please do not send products to the company address listed below unless our customer service team specifically instructs you to do so. The appropriate return address may vary depending on the order, product, return reason, or fulfillment arrangements.

If additional information is required to evaluate a return request, our customer support team may contact you before issuing return authorization.

Once return authorization has been provided, customers should follow the instructions supplied by our support team and retain any applicable shipping receipt or tracking information until the return has been fully processed.

Customer Service Information

Customer Service Email: [email protected]

Company Name: Velisara INC

Return Address: 789 Sherman St, Suite 450, Denver, CO 80203, United States