Cancellation & Refund Policy

When you can cancel, what you can return, and how quickly the money comes back.

Last updated 22 September 2026

Fragrance is personal, and we would rather take something back than have you keep a bottle you do not enjoy. What we can accept is limited by hygiene: once a bottle is opened it cannot be resold, so the seal is the line we have to draw.

Cancelling before dispatch

You can cancel any order at no cost until it is dispatched. Write to care@velmorris.com with your order number as soon as you can. We refund the full amount, delivery charge included.

If the order has already gone out we cannot recall it, but you can refuse it at the door or return it once it arrives.

Returns

What we accept

Unopened bottles with the manufacturer’s seal and cellophane intact, returned in their original packaging, reported within 7 days of delivery.

What we cannot accept

• Any fragrance whose seal has been broken, or that has been sprayed or used, for hygiene and safety reasons.
• 5 ml trial sizes. They exist precisely so you can try a fragrance without committing, and they cannot be resold once opened.
• Items returned without their original packaging, or damaged after delivery.
• Anything reported more than 7 days after delivery.
• Not liking the scent on your skin — this is why we sell trial sizes, and we would rather you spent a little finding out than the price of a full bottle.

If something arrives damaged, wrong or missing

This is our problem to fix, not yours. Tell us within 48 hours of delivery at care@velmorris.com and include photographs of the item and of the outer packaging — couriers require them, and they let us settle the claim without sending anything back and forth.

We will send a replacement or refund you in full, including the delivery charge, whichever you prefer. The 7-day seal condition above does not apply to a damaged or incorrect item.

How to raise a request

1. Email care@velmorris.com with your order number and what is wrong.
2. Attach photographs if the item is damaged or incorrect.
3. We reply within one working day, confirming whether the return is accepted and how to send it back.
4. Keep the item in its packaging until you hear from us. Please do not send anything back before we confirm — unannounced returns cannot be traced to an order.

Refunds

Refunds go back the way they came — we cannot redirect one to a different card or account. Once Razorpay has processed it, how quickly it appears on your statement is up to your bank.

If we cancel an order because stock ran out after you paid, the refund is issued automatically without you having to ask.

Contact

Anything about a cancellation, return or refund: care@velmorris.com. If you are unhappy with the outcome, our grievance officer is named on the Contact Us page.