Refund policy

TERMS OF SALE

Effective date: [MONTH DAY, YEAR]

Last updated: [MONTH DAY, YEAR]

ABOUT THESE TERMS

These Terms of Sale apply to purchases made through [WEBSITE DOMAIN] and any other checkout operated by Veyra Oro.

Veyra Oro is a brand operated by Stella Distribution [INSERT COMPLETE REGISTERED LEGAL NAME AND SUFFIX], a business registered in Ontario, Canada.

Registered address:

[COMPLETE BUSINESS ADDRESS]

Customer care:

[EMAIL ADDRESS]

Telephone:

[TELEPHONE NUMBER]

In these Terms, “Veyra Oro,” “we,” “us” and “our” refer to Stella Distribution. “Customer,” “you” and “your” refer to the person placing an order.

By placing an order, you agree to these Terms of Sale and the policies referenced within them.

Nothing in these Terms limits any consumer right that cannot legally be limited or excluded in your country, province, state or territory.

RELATED POLICIES

The following policies form part of these Terms where they apply to your purchase:

Shipping Policy

Return and Refund Policy

Satisfaction Guarantee Terms

Membership and Automatic-Renewal Terms

Product Safety and Incident Reporting Policy

Claims and Certification Policy

If these Terms conflict with a mandatory consumer-protection law, the mandatory law will apply.

ELIGIBILITY TO PURCHASE

You must have the legal capacity to enter into a purchase agreement.

If you have not reached the age of majority where you live, you may place an order only with the involvement and permission of a parent or legal guardian.

You must provide complete and accurate billing, shipping and contact information.

Products purchased through our website are intended for personal use. Commercial resale, unauthorized distribution and marketplace resale require our written approval.

OUR PRODUCTS

Veyra Oro sells cosmetic oils, serums and other cosmetic products.

Our products are cosmetics. They are not medicines and are not intended to diagnose, treat, cure or prevent disease.

Product descriptions, photographs, ingredient information, sizes, benefits and application directions are provided to help you make an informed purchase.

Natural ingredients may show reasonable differences in colour, aroma or texture between production batches. These variations do not necessarily indicate a defect.

Screen settings, lighting and photography may affect how colours and textures appear online.

The product label and packaging delivered with your order contain important directions, ingredients and safety information. Read this information before using the product.

INGREDIENTS AND FORMULA INFORMATION

We aim to keep all online ingredient lists accurate and current.

Formulas, suppliers or packaging may be updated when necessary for quality, safety, regulatory or supply reasons. The product you receive will be identified by its current packaging, ingredient list and production lot.

If you have an allergy, sensitivity or specific ingredient concern, review the complete ingredient list before purchasing and before each use.

You may contact customer care for current ingredient information before placing an order.

PRICES AND CURRENCIES

Prices are shown in the currency selected on the website or identified during checkout.

Available currencies may include Canadian dollars, United States dollars, euros and pounds sterling.

Your bank, card issuer or payment provider may apply currency-conversion charges or international transaction fees. Veyra Oro does not control these charges.

Prices may change without notice. A price change will not affect an order that we have already accepted, except where applicable law permits a correction.

TAXES

Applicable sales tax, value-added tax or other transaction taxes will be calculated and displayed during checkout when required.

You are responsible for reviewing the complete order total before submitting payment.

The amount charged will include the product price, applicable taxes and any delivery charges collected by us.

IMPORT DUTIES AND CUSTOMS CHARGES

Orders may be fulfilled through warehouses located in Canada, the European Union or other regions.

The warehouse fulfilling an order acts only as a fulfilment location. Stella Distribution remains the seller unless the checkout clearly identifies another seller.

Orders fulfilled within a customer’s local customs region may avoid import charges. This depends on the destination, product origin and applicable law.

If an order is shipped to a destination outside the region served by the fulfilling warehouse, the customer may be responsible for import duties, customs charges, brokerage fees and local taxes collected on or before delivery.

These charges may not appear during checkout and are not controlled by Veyra Oro.

When duties are collected at checkout, the order summary will state this. Otherwise, the carrier or customs authority may collect them directly from the customer.

Refusing an order because of unpaid duties may result in return shipping, customs or handling costs. Where permitted by law, these costs may be deducted from the refund.

REVIEWING YOUR ORDER

Before completing checkout, you will have an opportunity to:

Review the selected products

Review quantities

Review membership selections

Review the delivery address

Review the billing address

Review the currency

Review applicable taxes and delivery charges

Correct errors before submitting the order

You are responsible for confirming that the information is accurate before placing the order.

PLACING AN ORDER

Submitting an order is an offer to purchase the selected products under these Terms.

After placing an order, you will receive an electronic confirmation containing or linking to the details of your purchase.

The confirmation will identify the products, quantities, prices, taxes, delivery charges, payment information and applicable policies.

A purchase contract is formed when we send an order confirmation that expressly accepts your order.

An automated message stating that we received your order does not constitute acceptance if the message clearly states that the order remains under review.

ORDER ACCEPTANCE

We may review an order before accepting it.

We may decline or cancel an order when:

The product is unavailable

Payment cannot be authorized

The billing information cannot be verified

The delivery address is incomplete or unsupported

The order appears fraudulent or unauthorized

The quantity suggests unauthorized resale

A price or product description contains an obvious error

The sale would violate applicable law

A technical error affected the order

If we cancel an order after payment has been collected, we will refund the cancelled amount to the original payment method.

If only part of an order is unavailable, we will contact you before shipping the remaining products unless the checkout clearly permitted partial fulfilment.

PRICING AND DESCRIPTION ERRORS

We try to present accurate product descriptions, prices and availability.

If we discover an obvious pricing or description error before accepting an order, we may cancel the affected item and notify you.

You may then place a new order using the corrected information.

If we discover an error after accepting an order, we will contact you and handle the matter according to applicable law. We will not charge a corrected price without your agreement.

PAYMENT

Payment methods available at checkout may include credit cards, debit cards, digital wallets and other approved payment services.

By submitting payment information, you confirm that:

The information is accurate

You are authorized to use the payment method

The payment provider may process the transaction

The total order amount may be charged

Payment may be authorized when the order is placed and captured when the order is accepted or prepared for fulfilment.

Payment providers may conduct fraud, identity and authorization checks according to their own terms and privacy practices.

ORDER CHANGES AND CUSTOMER CANCELLATIONS

Contact customer care as soon as possible if you need to change or cancel an order.

We cannot guarantee changes after an order enters fulfilment.

If the order has already shipped, the Return and Refund Policy will apply.

Customers in the EU and UK may also have statutory withdrawal rights described in Section 21.

PRODUCT AVAILABILITY

Product availability is not guaranteed until an order is accepted.

We may limit quantities, suspend sales or discontinue products.

Inventory errors can occur. If an ordered product becomes unavailable, we will notify you and refund the affected amount.

We will not substitute another product without your agreement.

DELIVERY

Delivery options, estimated fulfilment times and estimated transit times will appear during checkout or in the Shipping Policy.

Delivery dates are estimates unless we expressly identify a date as guaranteed.

Delivery may be affected by weather, customs processing, carrier delays, labour interruptions, public emergencies or events outside our reasonable control.

If a material delay occurs, we will provide information and any cancellation or refund options required by applicable law.

Where no shipping period is provided, we will ship within the period required by the law that applies to the order.

DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address.

Contact customer care immediately if you notice an error.

We cannot guarantee that an address can be changed after fulfilment begins.

Additional delivery costs caused by an incorrect or incomplete address may be charged to the customer where permitted by law.

DELIVERY AND RISK OF LOSS

Risk of loss or damage transfers when you, or a person designated by you, receives physical possession of the order.

If you independently choose a carrier that we did not offer, risk may transfer when the order is delivered to that carrier where applicable law allows.

Ownership of the products transfers only after we receive full payment.

LOST, DAMAGED OR INCORRECT ORDERS

Inspect your order after delivery.

Contact customer care promptly if:

The package is visibly damaged

A product leaked during transportation

An item is missing

You received the wrong product

A product appears defective

The package appears to have been opened or altered

Include your order number, a description of the issue and clear photographs when available.

We may request that you retain the product and packaging while we investigate.

Reporting an issue promptly helps us work with the carrier. It does not remove any statutory right that applies to your purchase.

RETURNS AND REFUNDS

Voluntary returns are governed by our Return and Refund Policy.

Products must meet the applicable return conditions. These conditions may consider product condition, hygiene seals, usage, purchase location and the reason for return.

Defective, damaged, unsafe or incorrectly supplied products are handled separately from change-of-mind returns.

Approved refunds will be returned to the original payment method unless applicable law requires or permits another method.

Original delivery charges, upgraded delivery charges, return costs, duties and customs charges will be handled according to the Return and Refund Policy and applicable law.

EU AND UK WITHDRAWAL RIGHTS

If you are a consumer in the European Union or the United Kingdom, you generally have the right to withdraw from an eligible online purchase within 14 days after receiving the goods without giving a reason.

If an order contains multiple goods delivered separately, the withdrawal period may begin when the final item is received.

To exercise this right, you must clearly notify us before the withdrawal period expires.

After notifying us, you must return the eligible goods within the period required by applicable law.

You may be responsible for direct return shipping costs when we informed you of that responsibility before purchase.

We will refund eligible standard delivery charges as required by law. Additional delivery costs resulting from a premium delivery method may not be refundable.

The right of withdrawal may be lost for a sealed cosmetic product when:

The product is not suitable for return because of genuine health-protection or hygiene reasons

The product had an appropriate protective seal

You removed or broke that seal after delivery

This exception will apply only where the product and circumstances meet the requirements of applicable law.

Nothing in this section affects your rights concerning defective, unsafe, damaged or incorrectly supplied products.

DEFECTIVE PRODUCTS AND STATUTORY RIGHTS

Products must conform to the contract and meet the quality and safety standards required by applicable law.

If a product is defective, unsafe, damaged or materially different from its description, you may have rights to a replacement, refund, price reduction or another remedy.

Consumers in the European Union generally receive a minimum two-year legal guarantee for goods that are faulty or do not conform to the contract. National laws may provide additional protection.

Customers in Canada, the United States and the United Kingdom retain all mandatory warranties, guarantees and remedies available under the law that applies to their purchase.

Our voluntary policies do not replace or reduce these rights.

SATISFACTION GUARANTEE

Certain products may qualify for a voluntary Veyra Oro satisfaction guarantee.

The guarantee period, eligibility requirements, claim procedure and available remedy are explained in the Satisfaction Guarantee Terms.

A satisfaction guarantee is separate from statutory rights relating to defective, unsafe or incorrectly supplied goods.

The product page or checkout will identify whether a product qualifies.

AUTOMATIC-RENEWAL MEMBERSHIPS

Customers may have the option to purchase products through an automatic-renewal membership.

Before joining, you will be shown:

The products included

The initial charge

The recurring charge

The billing frequency

The expected delivery frequency

Any membership savings

How to pause, skip or cancel

Any minimum commitment, if applicable

By selecting the membership option and completing checkout, you authorize Stella Distribution and its payment providers to charge the selected payment method at the stated frequency until the membership is cancelled.

Memberships are also governed by the Membership and Automatic-Renewal Terms.

Membership cancellation does not automatically cancel an order that has already been processed or shipped.

Mandatory cancellation, renewal notice and refund rights in your jurisdiction will continue to apply.

PROMOTIONS AND DISCOUNT CODES

Promotions may have separate eligibility conditions, dates, product restrictions or quantity limits.

Unless stated otherwise:

Only one promotional code may be used per order

Codes cannot be exchanged for cash

Codes cannot be applied after an order is completed

Codes cannot be combined

Codes cannot be sold or transferred

Codes may be cancelled if obtained or used through fraud, abuse or technical error

Promotional conditions will not limit mandatory consumer rights.

COMPLIMENTARY PRODUCTS AND SAMPLES

Complimentary products, samples and gifts may depend on availability.

They may not be exchanged for cash.

If a qualifying purchase is returned, we may require the related complimentary product or gift to be returned where permitted by law and clearly disclosed before purchase.

PRODUCT USE AND SAFETY

Use every product according to its label and directions.

Complete any recommended patch test before full application.

Do not use a product if its protective packaging appears damaged or altered.

Stop using the product if you experience irritation or an unexpected reaction.

For urgent medical concerns, contact an appropriate healthcare professional or emergency service.

Report product-quality concerns and suspected adverse reactions through our Product Safety and Incident Reporting page or by contacting customer care.

We may contact customers regarding a safety notice, product correction, withdrawal or recall.

PERSONAL INFORMATION

We process personal information to accept payment, fulfil orders, provide customer support, prevent fraud, comply with law and operate memberships.

Our Privacy Policy explains what information we collect, why we use it, which service providers receive it and what privacy rights may apply.

LIMITATION OF LIABILITY

Nothing in these Terms excludes or limits liability that cannot legally be excluded or limited.

This includes liability for:

Fraud or fraudulent misrepresentation

Death or personal injury caused by negligence where liability cannot be excluded

Defective or unsafe products where liability cannot be excluded

Intentional misconduct

Violation of mandatory consumer rights

Subject to these protections, we are not responsible for losses that were not reasonably foreseeable when the contract was formed.

We are not responsible for business losses arising from a consumer purchase, including lost profit, lost revenue or lost business opportunity.

Where applicable law permits, we are not responsible for loss caused by using a product contrary to its directions, warnings or intended cosmetic use.

EVENTS OUTSIDE OUR CONTROL

We are not responsible for a failure or delay caused by events outside our reasonable control.

These may include natural disasters, severe weather, transportation disruption, customs delay, labour interruption, public emergency, government action, carrier failure or infrastructure outage.

We will take reasonable steps to reduce the effect of the event and communicate material delays.

This section does not remove any cancellation, delivery or refund right provided by applicable law.

GOVERNING LAW

These Terms are governed by the laws of Ontario and the federal laws of Canada applicable in Ontario.

This choice of law does not deprive you of mandatory consumer protections available in the country, province, state or territory where you live.

Consumers in the European Union and the United Kingdom may rely on mandatory local consumer rights and may bring a claim in any court available to them under applicable law.

Nothing in these Terms requires a consumer to use private arbitration or prevents a consumer from contacting a regulator, consumer-protection authority or court with lawful jurisdiction.