Return, Refund & Exchange Policy

We aim to ensure customer satisfaction with every order. If you are not fully satisfied, you may request a return, refund, or exchange in line with the policy below.

Eligibility for Returns

Products can be returned within 30 calendar days of delivery.
Items must be unused, unopened, and in original packaging.
Proof of purchase (order confirmation, receipt, or email) is required.

Non-Returnable Products

Used or opened personal care and hygiene products.
Customized, special-order, or promotional items, unless defective.

Return Process

Email us at support@veilli.com with your order number.
Our team will arrange pickup or guide you to ship the product back to:

📍 Warehouse #13, Plot 4488, Al Saja Industrial Estate, Sharjah, UAE

Once received, items will be inspected. If approved, a refund, replacement, or exchange will be issued.

Refund Method & Timeline

Refunds will be processed within 5 business days of product inspection.
Online payments: refunded to the original payment method.
Cash on Delivery (COD) payments: refunded via bank transfer or store credit.
COD handling fee (AED 10) and original shipping charges are non-refundable.

Return Shipping Costs

If the return is due to defect, damage, or wrong item received → Veilli covers the return cost.
If the return is due to customer choice (change of mind ordered) → customer bears return shipping cost.

Exchange Policy

We also offer product exchanges for eligible orders:

Exchanges must be requested within 30 days of delivery.
Items must be unused, unopened, and in original packaging.
Exchanges are subject to product availability. If the desired product is out of stock, a refund or store credit will be provided.
If the exchange is due to defect, damage, or wrong item sent, Veilli covers shipping.
If the exchange is due to customer choice (different model, or color preference), the customer pays return and re-shipping costs.