REFUND & RETURN POLICY
Refund & Return Policy
Last Updated: June 2026
Return Eligibility
At Velora, customer satisfaction is important to us.
If you are not completely satisfied with your purchase, you may request a return within 14 days of receiving your order.
To be eligible for a return, the item must:
- Be unused and unopened.
- Be in its original condition.
- Be returned in its original packaging.
- Include proof of purchase.
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns or exchanges for:
- Opened skincare products.
- Used skincare products.
- Products with damaged or missing original packaging caused by customer handling.
- Items returned more than 14 days after delivery.
- Gift cards and promotional items.
Any item returned that does not meet the above requirements may be rejected and returned to the customer.
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us within 48 hours of delivery.
To help us resolve the issue quickly, please include:
- Your order number.
- A description of the issue.
- Clear photos of the product and packaging.
We will review your request and provide an appropriate solution as quickly as possible.
Contact:
📧 support@velorastore.org
Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the status of your refund.
If approved, your refund will be issued to the original payment method used during checkout.
Please note that processing times may vary depending on your payment provider or financial institution.
Late or Missing Refunds
If you have not received your refund after approval:
- Check your bank account again.
- Contact your credit card provider.
- Contact your bank, as processing times may vary.
If you still have not received your refund, please contact us at:
Sale & Promotional Items
Products purchased during promotional campaigns, bundle offers, or discounted sales may not be eligible for a full refund unless required by applicable law or unless the item is defective, damaged, or incorrect upon arrival.
Exchanges
We only replace products if they arrive damaged, defective, or incorrect.
If you require an exchange for one of these reasons, please contact our support team before returning any item.
Return Shipping
Before returning any product, you must first contact our support team for return instructions.
Customers are responsible for return shipping costs unless:
- The wrong item was shipped.
- The product arrived damaged.
- The product arrived defective.
Original shipping charges, where applicable, are non-refundable.
For higher-value returns, we recommend using a trackable shipping service, as Velora cannot guarantee receipt of returned items that are lost in transit.
Contact Information
For any questions regarding returns, refunds, or exchanges, please contact:
Velora
ROYAN LTD
📧 support@velorastore.org
Our support team will be happy to assist you.