Terms of Service
Last Updated: January 1, 2026
1. Acceptance of Terms
By accessing or using the Velume™ website and services, you agree to be bound by these Terms of Service and our Privacy Policy. If you do not agree, do not use our services.
2. Order Cancellation
Cancellation Window: 6 hours after order placement
How to Cancel:
- Email support@tryvelume.com with your order number
- Include "CANCEL ORDER" in the subject line
- Must be sent within 6 hours of placing your order
Important Notes:
- We honour all cancellation emails received within 6 hours, even if we haven't replied yet
- After 6 hours, orders usually cannot be cancelled as they enter fulfillment
- Cancelled orders are refunded within 1–3 business days, depending on your bank or payment provider
3. Product Information and Availability
Product Descriptions:
- We strive for accuracy in all product information
- Colours, packaging, and presentation may vary slightly due to device settings, photography, or production updates
- Ingredients, packaging, or product details may change due to supplier or manufacturer updates
- We are not responsible for typographical errors
Availability:
- Products are offered while supplies last
- We may discontinue products without notice
- Pricing is subject to change without notice
4. Pricing and Payment
Pricing:
- All prices are listed in GBP (£)
- Applicable taxes are shown at checkout where required
- Shipping costs are shown at checkout, with free shipping indicated where applicable
Payment Processing:
- Payments are processed by Shopify Payments, Stripe, PayPal, or other secure payment providers
- You agree to the applicable payment processor's terms
- Card data is encrypted and handled securely by the payment provider
5. Shipping and Delivery
Processing Time: 2–4 business days (due to high demand)
Shipping Time: 5–8 business days within the United Kingdom
Free Shipping: Available on qualifying UK orders when shown at checkout or on product and page notices
Risk of Loss:
- Title and risk pass upon delivery by the carrier to the address provided
- We are not responsible for loss after confirmed delivery
- Package protection may be available at checkout where applicable
6. Returns and Refunds
60-Day Money-Back Guarantee: Try Velume™ consistently as part of your daily routine. If you're not happy with your experience, contact us within 60 days of delivery. Return authorisation is required before shipping anything back.
Return Shipping:
- Damaged, defective, or incorrect items: We cover return postage or provide a replacement when eligible
- Change of mind: Customer may be responsible for return postage
Refunds: Processed after the return is approved or received, depending on the case. Funds usually appear within 1–5 business days, depending on your bank or payment provider.
7. Disclaimer of Warranties
AS-IS BASIS: Products and services are provided "as is" and "as available".
NO WARRANTIES: To the fullest extent permitted by applicable law, we disclaim all warranties, express or implied, including merchantability, fitness for a particular purpose, non-infringement, accuracy, and uninterrupted service. Nothing in these terms affects your statutory rights as a consumer under UK law.
PRODUCT USE DISCLAIMER: Velume™ is a topical cosmetic cream designed for daily use on skin fold areas. It is not a medical treatment, medication, or cure for any skin condition, including intertrigo or any other diagnosed condition. Results vary from person to person. Velume™ is intended to help create a dry, protected environment in skin fold areas with consistent daily use. Always follow the product directions. Patch test before use, especially if you have sensitive or reactive skin. Discontinue use if irritation occurs. Consult a healthcare professional if you have a medical condition, skin concern, allergy, or are unsure whether the product is suitable for you.
8. Limitation of Liability
MAXIMUM LIABILITY: Limited to the total amount paid for the product(s) giving rise to the claim.
EXCLUDED DAMAGES: To the fullest extent permitted by law, we are not liable for indirect, incidental, consequential, special, or punitive damages. Nothing in these terms limits our liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.
9. User Conduct
Prohibited Activities: Unauthorised use of our intellectual property, interference with site functionality, fraudulent or illegal activity, abusive behaviour, harassment, or misuse of our services.
Account Security: You are responsible for safeguarding your login details and notifying us of any unauthorised access.
10. Intellectual Property
Our Rights: All site content, logos, product names, images, copy, designs, and brand assets are owned by or licensed to Velume™ and protected by applicable intellectual property laws. No licence is granted without written consent.
User Content: You retain rights to content you submit and grant us a non-exclusive, royalty-free licence to use it for site operations, customer support, reviews, advertising, and marketing where permitted. We may remove content that breaches these terms.
11. Third-Party Links
Our site may link to third-party sites. We do not control or endorse their content. Use of third-party sites is at your own risk and subject to their terms and policies.
12. Indemnification
You agree to indemnify and hold Velume™, its directors, employees, contractors, suppliers, service providers, and partners harmless from claims, liabilities, damages, and expenses arising from your use of our services, breach of these terms, misuse of products, or infringement of third-party rights.
13. Governing Law and Disputes
Jurisdiction: These terms are governed by the laws of England and Wales. You agree to submit to the exclusive jurisdiction of the courts of England and Wales, without prejudice to any statutory rights you have as a consumer under applicable UK law.
Dispute Resolution: Please contact us first for good-faith resolution. Where permitted, disputes may be referred to mediation or the courts of England and Wales. Your statutory rights as a UK consumer are not affected by these terms.
14. Termination
Our Rights: We may suspend or terminate accounts for violations of these terms, suspected fraud, abuse, chargeback misuse, or unlawful activity.
Effect of Termination: Your right to use the services ends immediately. Outstanding orders remain subject to these terms. Relevant provisions survive termination.
15. Force Majeure
We are not liable for delays or failures due to events beyond our reasonable control, including natural disasters, acts of government, labour disputes, carrier delays, supply chain disruptions, payment processor outages, or internet outages.
16. Entire Agreement
These Terms, together with our Privacy Policy, Shipping Policy, and Returns Policy, constitute the entire agreement between you and Velume™ and supersede all prior understandings.
17. Updates to Terms
We may update these Terms at any time. Material changes may be communicated via website notice and/or email. Continued use after changes constitutes acceptance.
18. Contact Information
Email: support@tryvelume.com
Website: tryvelume.com
Response Time: Within 24 hours
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (BST)