Refund policy

Return & Refund Policy

Last Updated: June 12, 2023

Thank you for shopping with VELORA. We want you to feel confident with your purchase. Please read our Return & Refund Policy carefully before placing an order.

1. Return Eligibility

We accept return requests for eligible items within 30 days of delivery.

To be eligible for a return, the item must be:

Unused, unopened, and in its original packaging
In the same condition that you received it
Accompanied by proof of purchase or order confirmation

Due to hygiene and safety reasons, beauty, skincare, body care, and personal care products that have been opened, used, or damaged after delivery cannot be returned.

2. Non-Returnable Items

The following items are not eligible for return:

Opened or used beauty products
Items with broken seals or damaged packaging caused by the customer
Final sale items
Gift cards
Free gifts or promotional items
Products purchased from unauthorized third-party sellers

3. How to Request a Return

To request a return, please contact us at:

Email: kyykuwglao@outlook.com

Please include:

Your order number
Your full name
The email address used at checkout
A brief explanation of the return request
Photos of the item and packaging, if applicable

Once your request is reviewed, we will provide return instructions if your order is eligible.

Please do not send items back without contacting us first. Unauthorized returns may not be accepted.

4. Return Shipping

Customers are responsible for return shipping costs unless the item received was incorrect, damaged, or defective.

Original shipping fees are non-refundable unless the return is due to an error on our part.

We recommend using a trackable shipping service, as we are not responsible for returned packages that are lost in transit.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at kyykuwglao@outlook.com.

Please include your order number and clear photos of the item, packaging, and shipping label.

After review, we may offer a replacement, refund, or other solution depending on the issue.

6. Refund Processing

Once we receive and inspect your returned item, we will notify you whether your refund has been approved.

If approved, your refund will be issued to the original payment method.

Please allow 5–10 business days for the refund to appear on your account, depending on your bank or payment provider.

7. Late or Missing Refunds

If you have not received your refund after 10 business days, please first check with your bank or payment provider.

If you still need help, contact us at kyykuwglao@outlook.com with your order number.

8. Order Cancellations

If you need to cancel an order, please contact us within 1 hour of placing the order.

Once an order has been processed, packed, shipped, or transferred to our fulfillment partner, we may not be able to cancel or modify it.

For more details, please refer to our Cancellation Policy.

9. Exchanges

We currently do not offer direct exchanges.

If you would like a different item, please return the eligible product according to this policy and place a new order.

10. Contact Us

If you have any questions about returns or refunds, please contact us: