Support
Last updated 19 September 2026
The Dossier is a digital product, delivered the moment it is purchased.
We refund in two circumstances:
— the Dossier did not reach you, or could not be made available, because something on our side failed and we could not put it right;
— you were charged in error, including a duplicate charge you did not intend.
Write to hello@vellatura.com within thirty days and we will settle it — a redelivery where that resolves it, a refund where it does not.
Otherwise the Dossier is not refundable. Colour analysis is an interpretive craft. Your reading follows from the answers you gave, the method is published in full, and where the signals sit close the reading says so rather than choosing silently. Disagreeing with the season you were given, or with the advice that follows from it, is not a fault in the product — and another eye reaching a different conclusion is not either.
If the season does not sit right, take the reading again. A new reading is free, and always has been. Answer by a window in daylight, and take your time over depth and clarity — those two carry the most weight.
Where the camera proposed an answer, it was shown to you on the question and you confirmed it before the reading was taken. A measurement narrows the choice; it does not make it. The reading follows from the answers as they were submitted.
Asking us to delete your reading does not entitle you to a refund. Deletion is a privacy right and we honour it without question; it is not a cancellation.
If you are buying from the European Union or the United Kingdom, you agree at checkout to immediate delivery, and in doing so give up the right to cancel that would otherwise run for fourteen days. That is what lets us send the Dossier the moment you buy.