Refund, Return & Cancellation Policy

Effective Date: 13/10/2024
Last Updated: 26/5/2025

At VELOURA, we want your experience to feel smooth, clear, and supportive from the moment you order to the moment your package arrives. This Refund, Return & Cancellation Policy explains how cancellations, returns, replacements, and refunds are handled.

1. Order Cancellations

For one-time orders, cancellation requests must be submitted before your order has been processed for shipment or before tracking has been issued.

Once an order has been dispatched or tracking has been provided, it can no longer be cancelled. In that case, the order will fall under the return policy below.

To request a cancellation, please contact us at: support@veloura.com

2. Returns

If you placed your order online, you may request a return within 30 days of delivery, provided the product is:

  • unused
  • unopened
  • in its original sealed packaging
  • in resellable condition

Because VELOURA products are personal body-care products, opened, used, or unsealed items are not eligible for return for hygiene and safety reasons, unless they arrived damaged, defective, or incorrect.

This does not affect any rights you may have under applicable consumer law.

3. Refunds

Once your return is received and inspected, and if approved, your refund will be issued to your original payment method.

Please note:

  • original shipping charges are non-refundable, unless the item arrived damaged, defective, or incorrect
  • return shipping costs are the customer’s responsibility unless the return is due to our error
  • refunds may take several business days to appear, depending on your payment provider

4. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery at: support@veloura.com

Please include:

  • your order number
  • a clear photo of the item
  • a photo of the shipping label
  • a photo of the outer packaging, where possible

If approved, we may offer a replacement, store credit, or refund, depending on the situation and stock availability.

5. Allergic Reactions / Sensitivities

If irritation or an allergic reaction occurs, discontinue use immediately and seek advice from a qualified medical professional where appropriate.

Please contact us at support@veloura.com with your order number and details of the issue.

Because skin sensitivities vary from person to person, we recommend reviewing the ingredient list carefully and performing a patch test before first use.

6. Non-Returnable Items

The following items are not eligible for return unless faulty, damaged, or incorrect:

  • opened products
  • used products
  • unsealed products
  • items not in their original condition
  • products damaged after delivery due to misuse, improper storage, or normal wear

7. Chargebacks

Before opening a chargeback or payment dispute, please contact support@veloura.com so we have the opportunity to resolve the matter directly.

Where an order was correctly processed and delivered in line with this policy, we reserve the right to contest invalid chargebacks.

8. Contact

For all cancellation, return, refund, or delivery support, contact: support@veloura.com