Refund policy

In short

  • Changed your mind? On any order, including single-jar orders, tell us within 14 days of delivery and send back the sealed jars. You pay the return postage.
  • Opened jars cannot be returned for a change of mind. Damaged, wrong or faulty items are always covered.
  • Cancelling: free within 6 hours of placing your order. After that, only where the law allows, for example late delivery.
  • Damaged, wrong or missing items: tell us within 48 hours of delivery, with a photo, so we can fix it fast. We replace them or refund you, your choice, at no cost.
  • Missed the 48 hours, or a fault shows up later? Tell us anyway, within 30 days of noticing it. You are still covered under UAE law.
  • Refunds go back to your original payment method within 7 working days of approval. We approve as soon as returned jars reach us, or as soon as we have your report of a problem.

Cancelling an order

You can cancel free of charge within 6 hours of placing your order. Email info@veyalight.com with your order number and we refund it in full. We go by the time your message reaches us, not the time we reply. After 6 hours your order is being prepared and can no longer be cancelled, except where the law gives you that right, for example if we deliver late.

Returning sealed jars (change of mind)

This applies to every order, including single-jar orders.

  1. Within 14 days of delivery, email info@veyalight.com with your order number and how many sealed jars you are returning.
  2. We reply with the return address.
  3. Send the jars back, still sealed. You pay the return postage. Use a tracked service, as we can only refund jars that reach us.
  4. Once they arrive, we refund the price you paid per jar: the amount you paid for the pack, after any discount, divided by the number of jars. For example, if you paid AED 319 for 2 jars and return one sealed jar, we refund AED 159.50. On a single-jar order, we refund what you paid for the jar. We refund within 7 working days of the jars arriving.

Opened jars cannot be returned for a change of mind, because a broken seal cannot be restored. This never applies to an order that arrives damaged, wrong or faulty.

Damaged, wrong or missing items

Email info@veyalight.com within 48 hours of delivery with a photo of what arrived and its packaging. Choose a replacement or a full refund. It costs you nothing, and you do not need to send anything back.

Missed the 48 hours, or a fault that shows up later

If you miss the 48 hours, or a fault shows up later, for example when you open a jar, tell us within 30 days of noticing it. We replace the item or refund it, your choice, at no cost. The 48-hour rule never shortens this.

Out of stock

If part of your order is out of stock, we tell you before we dispatch. You can cancel the whole order for a full refund. Otherwise we send what we have and refund the missing jars straight away, at the per-jar price you paid.

How refunds are paid

Refunds go back to the payment method you used, within 7 working days of approval. We approve a refund as soon as returned jars reach us, or as soon as we have your report of a problem. We email you when it is done.

Your rights

This policy is in addition to your rights under UAE consumer protection law and does not reduce them.

Questions

Email info@veyalight.com or WhatsApp +44 7983 564945. We reply within one working day.