Refund policy

Refund and Return Policy

Last updated: October 8, 2026

At VELORA, we want you to be happy with your purchase. If something isn't right with your order, please contact us so we can review the issue and help find a fair solution.

1. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, please contact us within 30 days of delivery.

To help us resolve your claim, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photos or a short video showing the item and the problem.

  • Photos of the packaging, if relevant.

After reviewing your claim, we may offer a replacement, a partial refund, or a full refund, depending on the circumstances.

Please do not return an item before receiving instructions from our support team.

2. Missing Items or Orders Not Received

If an item is missing from your order or your package has not arrived, contact us with your order number and tracking information.

We will review the shipment status and work with our shipping partners to investigate the issue. Additional information from the carrier may be required.

If tracking shows that an order was delivered, we may request further evidence to investigate the claim. Refunds or replacements are subject to the outcome of that review and applicable consumer protection laws.

3. Returns for Change of Mind

If you change your mind about a purchase, please contact us before returning the item.

Returns for personal preference, incorrect selection, or buyer's remorse are not automatically eligible for a refund. Any return must be approved by VELORA in advance.

If a return is approved, the item must be unused and in its original packaging, where applicable. Return shipping costs are the customer's responsibility unless otherwise agreed or required by law.

International returns may need to be sent to a designated overseas return facility. We will provide the appropriate return instructions if your request is approved.

Please do not ship any item without authorization.

4. Order Cancellations

If you need to cancel an order, contact us as soon as possible.

We can request cancellation before the order enters processing or fulfillment. Once processing or shipping has started, cancellation may no longer be possible.

If a cancellation is approved, the refund will be handled through the original payment method, subject to payment provider processing times.

5. Refund Processing

Once a refund has been approved, we will notify you by email.

Refunds are generally issued to the original payment method. The time it takes for the funds to appear in your account depends on your bank or payment provider.

We will communicate any additional steps or information required to resolve your claim.

6. Exchanges and Replacements

Where appropriate, VELORA may offer a replacement instead of a refund for damaged, defective, incorrect, or missing items.

Replacement availability and shipping arrangements depend on the product and the outcome of the claim review.

7. Contact Us

For refund, return, or order-related questions, contact us at:

Email: [YOUR CUSTOMER SUPPORT EMAIL]

Please include your order number in your message so we can assist you as quickly as possible.

VELORA will review each request individually and comply with applicable consumer protection laws.