Cancellation policy
Your time is valued — and so is ours. To protect the integrity of our schedule and honor each client's experience, Velustra requires a minimum of 48 hours' notice for any cancellations or rescheduling.
- Cancellations made with less than 48 hours' notice will result in a 50% charge of the booked service to the card on file.
- No-shows will be charged 100% of the scheduled service.
- Arrivals 15 minutes or more past your scheduled time will be considered a missed appointment and will need to be rescheduled, with applicable fees applied.
Thank you for understanding and respecting the boundaries that help us serve you best.
Return policy
At Velustra, skincare is never one-size-fits-all. Every formula we carry is intentionally chosen to support skin health, barrier function, and long-term results — which is why we hold our products to extremely high standards from the moment they leave our hands to the moment they arrive at your door.
Returns & exchanges
We gladly accept returns on products that are:
- Unopened
- Unused
- In their original packaging
- Requested within 14 days of delivery
Once approved, refunds will be issued back to the original payment method.
Please note
Due to the nature of professional skincare, we are unable to accept returns on:
- Opened or used products
- Items with broken seals or damaged packaging
- Sale or promotional items
- Gift cards
Because these products come into direct contact with the skin, opened items cannot be safely restocked or resold.
Damaged or incorrect orders
If your order arrives damaged or incorrect, please email us within 5 days of delivery with your order number and photos of the packaging/product so we can make it right as quickly as possible.
A note from Velustra
Velustra is an independently owned studio built with intention, education, and a genuine love for skin health. Every order directly supports a small business, and we're incredibly grateful you chose to shop with us.
Thank you for understanding that these policies are in place not only to protect our business, but also to ensure every client receives fresh, authentic, and uncompromised products.