Refund policy

Return & Refund Policy

Last updated: November 15, 2026

You have 30 days after receiving your order to contact us about a return or refund. To start, email us at supportvelaineandco@gmail.com with your order number before sending anything back. Returns sent without first contacting us will not be accepted.

Nova Instant Color Shampoo — 30-day guarantee

  • Unopened bottles: return them within 30 days of delivery for a full refund of the product price.
  • Tried it and not happy? Write to us within 30 days of delivery, tell us what happened and, if you can, include a photo. We'll refund the product price of your order — no need to send the opened bottle back. The guarantee covers one order per customer.
  • For safety and hygiene reasons, opened hair color can't be resold, so please don't return opened bottles unless we ask you to.
  • If you had a skin reaction, stop using the product and seek medical advice. Always do the 24-hour patch test described in the instructions.

Return shipping and address

If your return is accepted, we'll send you the instructions and the return address. Return shipping costs are the customer's responsibility unless the item is defective, damaged or incorrect.

Returns must be sent to the following address:
José Adrián Yanes Álvarez (Velaine & Co)
Calle O’Daly Nº39
38700 Santa Cruz de La Palma, Santa Cruz de Tenerife
Spain

Damages and issues

Please check your order when it arrives. If an item is defective, damaged or leaking, or you received the wrong item, contact us right away with a photo of the issue and we'll make it right at no cost to you.

Multi-bottle orders

If you return every item from a discounted bundle, we refund the full amount paid. If you return only some items, the refund is the amount paid minus the regular price of the items you keep.

Exceptions

Gift cards and items marked as final sale cannot be returned.

Refunds

We'll let you know once your request or return has been reviewed, and whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take some extra time to show the refund.

Questions? Contact us any time at supportvelaineandco@gmail.com.