Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at dvela.skin@gmail.com. Please note that returns will need to be sent to the following address: B-15-02, Vertical Business Suites, Jalan Kerinchi, Bangsar South, 59200, Kuala Lumpur.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at dvela.skin@gmail.com.

Alternatively, please contact us via whatApps for any return request at 011-16726314.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 7 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at dvela.skin@gmail.com or whatApps us at 011-16726314.

Returns Eligibility

Due to the nature of skincare products, we are only able to accept returns or exchanges under the following conditions:

The product arrived damaged, leaking, or with a manufacturing defect.
You received the wrong product or quantity.
You notify us within 30 days of receiving your order.
The item is unused, unopened, and in its original packaging.

Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or refunds for the following:

Opened or used skincare products
Products purchased more than 30 days
Change of mind or allergic reaction to the product*

Note: While D’VELA products are formulated with gentle, skin-friendly ingredients suitable for sensitive skin, individual reactions may still occur—especially when combined with other skincare or treatments. We recommend performing a patch test prior to full application. If irritation develops, discontinue use and consult a dermatologist.

Refund Process

Once your return is approved and received:

A refund will be issued via your original payment method within 7 business days, or
We can offer a replacement product.
Shipping fees are non-refundable.

How to Request a Return

Please email us at dvela.skin@gmail.com or whatApps us at 011-16726314 with the following details: