Terms and Conditions 

VELLA BEAUTY QUALITY POLICY

We are a company dedicated to the sale and distribution of cosmetic products. The management of VELLA BEAUTY wishes to offer all its customers a high level of quality in the entire range of its products.

For this reason it is believed necessary to adapt to the Quality System in the complete satisfaction of each and every one of our clients and collaborators.

To maintain and improve our Quality Management System, the Management and all its employees are involved with the following principles and commitments:

  • Demonstrate the Maintenance of Quality in our services by complying with the internal Standards.
  • Increase Customer Satisfaction for this, Internal Quality Audits are carried out in order to monitor each of the processes involved and mitigate the causes that may give rise to incidents.
  • We work as a team to continuously improve our Quality Management System, we carry out an analysis of the context and the relevant processes of the organization to establish relevant improvements in each case.
  • Annual planning of Quality Objectives, analyzing all those aspects that can be improved and fundamental for our organization.
  • The quality objectives are the COMMITMENT that we all make every day to improve.
  • We are committed to meeting the delivery deadlines and shipping quality of our products, we want to increase the offer of products in our catalog, meet customer requirements and consequently increase sales.
  • Likewise, comply with the applicable legal and regulatory requirements. The quality system defined by the Management is mandatory for all VELLA BEAUTY personnel.

This Quality Policy is disseminated among all our employees and those interested parties who request it, displayed in our facilities, and applied by all the people who make up our organization. 

SHIPPING POLICIES VELLA BEAUTY

All shipments made by VELLA BEAUTY are supported by the transport company UPS, USPS and FEDEX and are made only in the United States, the Dominican Republic and Colombia.

Once your product is shipped, you will receive a notification to the email registered at the time of purchase indicating the guide number with which your product was dispatched for its respective follow-up.

DELIVERY TIMES

The delivery time for all products purchased by our virtual store ranges from 8 to 15 business days for delivery, which will be counted from the date of approval of the transaction

The delivery of the products is established by the transport company to be delivered from Monday to Friday during business hours, if the recipient is NOT found, the package will enter the re-dispatch process and may take additional business days

For orders placed on weekends or holidays, the delivery time will be extended by 1 or 2 extra business days

SHIPPING RULES AND RESTRICTIONS

Orders will be shipped only on business days which are cataloged from Monday to Friday, excluding Saturdays, Sundays and holidays.

All deliveries will be accompanied by your receipt.

Shipping costs will not be reimbursed if an order is claimed at any point of sale (WE DO NOT DELIVER PURCHASES THROUGH OUR WEB STORE IN TAX STORES).

Delivery times are subject to road restrictions assigned by the transport ministry and this may affect the extension of delivery times

We reserve the right to cancel your order in case of being notified as fraudulent on the payment gateway platform.

For any questions, inquiries, about purchases in our virtual store, contact us at  info@vellabeauty.co

EXCHANGE AND RETURN POLICIES VELLA BEAUTY

IMPORTANT INFORMATION ON WARRANTY AND PRODUCT EXCHANGE

VELLA BEAUTY's exchange policy is institutional in nature, it constitutes a unilateral prerogative and by mere liberality it grants its clients, in an additional and extra-legal way, apart from the rights of consumers and users.

VELLA BEAUTY reserves the right to make the change, according to the analysis of the conditions of each case.

REQUIREMENTS EXCHANGE NOT RELATED TO THE WARRANTY

  1. The maximum period to request it is thirty (30) calendar days after the purchase is made.
  2. An invoice, proof of purchase or gift certificate (receipt) must be presented.
  3. The product must be in the conditions that it was received, with its original packaging without uncovering, with the labels, security seals, and have all its parts and / or accessories. No dents, no scratches, no tears, no stains, no malfunction, if it has cellophane it must be in perfect condition, suitable for sale.
  4. Products that are faulty due to mishandling by the customer will not be exchanged for any reason.
  5. The exchange is made by return voucher or merchandise according to the real value paid for the product, if it is for an item with a higher price, the customer must cancel the excess value. The voucher has a validity period defined by the company from its issuance, it is a bearer document which has no replacement and can be used in a new purchase.
  6. Money refund requests are not accepted
  7. VELLA BEAUTY will respond to change requests within a maximum term of 15 business days.
  8. The right to withdraw your purchase only applies to purchases made through the Virtual Store, and in the events and conditions established by VELLA BEAUTY provided that it is exercised during the five (5) business days following the purchase date

WARRANTY CLAIM REQUIREMENTS

  • El plazo para solicitarla es de treinta (30) días calendario a partir de la fecha de compra.
  • No se atenderán reclamos fuera del término de garantía otorgado por el fabricante y/o VELLA BEAUTY, el cual empezará a partir de la fecha de la compra.
  • Vencido el periodo de garantía cesa la responsabilidad de VELLA BEAUTY.
  • El consumidor deberá presentar la reclamación verbalmente o por escrito,
  • Deberá informar el daño, poner el producto a disposición a VELLA BEAUTY e indicar la fecha de compra y No. identificación de quien realizo la compra.
  • La efectividad de la garantía procederá cuando el producto no satisfaga las condiciones de calidad o idoneidad ofrecidas por el fabricante o distribuidor, cubre defectos de fabricación y, no aplica para daños por su uso indebido del mismo.
  • Los productos en promoción u oferta cuentan con garantía, salvo los casos en que expresamente se indique que estos son remanufacturados o que contengan alguna circunstancia, desperfecto o avería que afecte su idoneidad y esta hubiere sido aceptada por el comprador al momento de la compra.

DE PROCEDER LA GARANTÍA (CUMPLIENDO LO ESTABLECIDO) SERÁ ASÍ:

  • Repair of the product in case it warrants it. (For products presented the guarantee within the first thirty (30) calendar days from the date of purchase, an immediate exchange will be given, provided that the defect of the article is not due to mishandling.
  • In the event that the product is not susceptible to repair or there is a repetition of the same failure in the product, at the consumer's choice, the following may be carried out:
  • Delivery of return voucher for the same value paid for the product.
  • Product change (if the client chooses a higher value product, the client must pay the surplus) o Refund of the money paid for the product
  • Shipping costs will be assumed by equal parts VELLA BEAUTY and consumer

THE WARRANTY WILL NOT BE EFFECTIVE IN THE FOLLOWING CASES:

  • When the damage comes from misuse of the product by the consumer, or the instructions for installation, use, conservation or custody of the product have not been followed.
  • When there are interventions by third parties (repairs and / or manipulations
  • When the damage comes from force majeure or unforeseeable circumstances.
  • When clothes are stained with makeup or lotions 

CUSTOMER RESPONSE

  • VELLA BEAUTY will give an affirmative or negative answer to the claim within a maximum term of 15 business days, counted from the next business day after the claim is filed (in accordance with article 58 of Law 1480 of 2011).
  • If the answer is negative, the request will be considered closed.
  • In cases of positive response, the following cases may occur, the terms will be counted from the next business day upon receipt of the product by VELLA BEAUTY.

In the event that the consumer wishes to change or replace the product, this will occur within the following ten (10) business days.

 In the event that the consumer has chosen to return the money, this will occur within fifteen (15) business days.