Refund policy
At Velora, we are committed to delivering high-quality products and a positive shopping experience. We encourage all customers to review this policy thoroughly prior to completing a purchase.
Eligibility for Returns
Returns are accepted exclusively under the following circumstances:
- The item was received in a damaged or defective condition
- An incorrect item was delivered
- The item was not received within 30 days of the estimated delivery date
We are unable to accept returns on the basis of a change of mind, incorrect size selection, or personal preference.
How to Initiate a Return
To request a return, please contact our customer support team at veloraapp593@gmail.com within 14 days of receiving your order. Your correspondence must include your order number and photographic evidence of the issue. Claims submitted outside of this timeframe will not be eligible for review.
Refunds
Upon receipt and approval of your return request, a refund will be issued to your original payment method within 5–10 business days. Please note that original shipping costs are non-refundable.
Hygiene & Safety
In accordance with health and hygiene regulations, skincare tools, pimple patches, and beauty accessories that have been opened or used are not eligible for return unless the item is confirmed to be faulty or incorrectly supplied.
Non-Returnable Items
The following items are not eligible for return under any circumstances:
- Items returned without their original packaging
- Items that show visible signs of use or tampering
- Items returned without prior written authorisation from Velora
Velora reserves the right to decline any return request that does not satisfy the conditions outlined above.