Returns & Refunds

Last updated: 25 August 2026

We want customers to shop confidently at Velxia London. This policy explains our cancellation, return and refund procedures.

Velxia London is a trading brand of THE MALALA TRADING LTD, registered in Scotland under company number SC887426.

Your Right to Cancel

Subject to the exclusions described below, customers purchasing online may cancel an order within 14 calendar days after the day on which the goods are received.

If an order contains multiple products delivered on different days, the cancellation period normally ends 14 days after the day on which the final product is received.

Customers do not need to provide a reason for cancellation.

To exercise the cancellation right, customers must send a clear cancellation request to us by email at contact@velxialondon.co.uk or by telephone at +44 7832 715524. Please include your name, order number and the product being returned.

Return Deadline

After notifying us of a cancellation, the customer must send the eligible product back within 14 calendar days.

Return Conditions

Returned products should be unused and in their original condition, complete with original packaging, labels and accessories, accompanied by proof of purchase, and packaged securely to prevent damage during return transit.

Customers may inspect a product in the same way that they reasonably could in a physical shop. We may make a lawful deduction from the refund if unnecessary handling has reduced the product's value.

Cosmetics, Beauty and Hygiene Products

For health and hygiene reasons, sealed cosmetics, makeup, skincare, beauty tools, personal-care products and similar goods cannot be returned after their protective seal or hygiene packaging has been opened, broken or removed.

This exclusion does not apply where a product is faulty, damaged, incorrectly supplied, not as described or where the customer has another legal right to a remedy.

Customers should review the product description, ingredients, shade, size and usage information before opening a sealed product.

Non-Returnable Products

Unless faulty or otherwise required by law, we cannot accept returns of opened or used cosmetics and personal-care products, products with a broken or removed hygiene seal, personalised or made-to-order products, gift cards, items damaged through misuse or improper storage, or products that cannot be returned for health or hygiene reasons after being unsealed.

How to Request a Return

Before returning a product, email contact@velxialondon.co.uk with your full name, order number, the product being returned, your reason for the return, and photographs if the product is damaged, faulty or incorrect.

We will provide return instructions. Customers should not send a return to our registered office.

Return Address

Approved returns must be sent to:

Velxia London Returns
68 Hillside Crescent
Hamilton
ML3 6TJ
United Kingdom

We recommend using a tracked postal service and retaining proof of postage.

Change-of-Mind Return Costs

Customers are responsible for the direct cost of returning an eligible change-of-mind return. We do not charge a restocking fee.

Faulty, Damaged or Incorrect Products

If a product is faulty, damaged, incorrectly supplied or not as described, please contact us as soon as possible. Please provide the order number, an explanation of the problem and clear photographs where reasonably possible.

Where the problem is confirmed, Velxia London will provide an appropriate remedy in accordance with applicable law. This may include a replacement, a repair where appropriate, a full or partial refund, or a prepaid return method or reimbursement of reasonable return postage.

Nothing in this policy limits or excludes customers' statutory rights under the Consumer Rights Act 2015.

Refunds

Once a return has been received, we will inspect it and notify the customer of the outcome. Where a refund is due, we will issue it to the original payment method without undue delay and within 14 calendar days after receiving the returned goods or acceptable evidence that the goods were sent back, as applicable.

After we issue a refund, the customer's bank or payment provider may require approximately 5–10 working days to display the funds.

Original Delivery Charges

Where a customer validly cancels the entire order under the statutory cancellation right, we will refund the standard outbound delivery charge where required by law.

If a customer selected a delivery service costing more than our standard delivery service, we are not required to refund the additional delivery upgrade cost. If only part of an order is returned, the original delivery charge may not be refundable unless required by law.

Refund Deductions

Where legally permitted, we may reduce a refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.

We may withhold a cancellation refund until we receive the returned goods or the customer provides acceptable evidence that the goods have been returned, whichever occurs first.

Exchanges

We do not currently offer direct exchanges. Customers may return an eligible product under this policy and place a new order for the preferred product.

Cancelling an Order Before Dispatch

Contact us immediately at contact@velxialondon.co.uk if you wish to cancel an order. We will try to cancel the order before dispatch, but cancellation cannot be guaranteed once processing has started. If the order has already been dispatched, the normal return procedure will apply.