Refund policy
At Veloura, we want you to feel confident when shopping with us. If you need help with a return, refund, damaged item, or digital order, please contact us at info@velourac.com and we will be happy to assist you.
International Application of This Policy
This policy applies to orders placed with Veloura worldwide.
However, if mandatory consumer protection laws in your country, state, province, or region of residence provide you with additional rights or protections, those rights will apply to the extent required by applicable law.
Nothing in this policy is intended to limit or exclude any mandatory consumer rights that may apply to you under local law.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be:
in the same condition that you received it
unused and unworn
in its original packaging
accompanied by proof of purchase, such as your order confirmation or receipt
To start a return, contact us at info@velourac.com.
Returns must be requested and approved before any item is sent back. Items sent back without prior approval will not be accepted.
If your return request is approved, we will send you the return instructions and return address.
Return Shipping Costs
If a return is requested for reasons other than a damaged, defective, or incorrect item, the customer is responsible for the cost of return shipping.
This includes returns requested due to, for example:
change of mind
personal preference
dissatisfaction with the product
no longer wanting the item
ordering by mistake
purchasing for someone else who does not want the item
For approved returns related to items that arrived damaged, defective, or incorrect, Veloura will provide the appropriate return instructions and, where applicable, a prepaid return shipping label or an equivalent return solution.
For all other approved returns, the customer must arrange and pay for the return shipment.
We strongly recommend using a tracked shipping service, as Veloura is not responsible for returns that are lost in transit when the return shipment is arranged by the customer.
Damages, Defects, and Incorrect Items
Please inspect your order upon arrival and contact us immediately if the item is:
damaged
defective
incorrect
incomplete due to an error on our side
To report an issue, please email info@velourac.com with:
your order number
a brief description of the issue
clear photos showing the product and the problem
photos of the packaging, if relevant
For items reported as damaged, defective, or not functioning after delivery and after use, Veloura may require the item to be returned for inspection before any replacement, refund, return shipping reimbursement, or prepaid return label is approved.
A prepaid return label or return shipping reimbursement will only be provided once the returned item has been received and the issue has been confirmed by inspection, unless otherwise required by applicable law.
We will review the issue and, if approved, make it right as quickly as possible.
Non-Returnable Items
Certain items are not eligible for return, including:
perishable goods
custom-made or personalized products
gift cards
final sale or clearance items
hazardous materials, flammable liquids, or gases
opened, used, or unsealed personal care, beauty, skincare, or hygiene-related products
digital products once access, download, or delivery has been provided, except where required by law
If you are unsure whether your item is eligible for return, please contact us before sending it back.
Exchanges
We do not offer direct exchanges.
If you would like a different item, the fastest option is to request a return for the original item, if eligible, and place a new order separately.
European Union 14-Day Cooling-Off Right
If your order is delivered to a country within the European Union, you may have the legal right to cancel or return your order within 14 days of receiving it, for any reason and without needing to provide a justification, subject to applicable legal exceptions.
To exercise this right, you must contact us at info@velourac.com within 14 days of receiving your order.
To be eligible for a return under this section, the item must be returned in the same condition in which it was received, with original packaging and proof of purchase. You may inspect the item as you would in a physical store, but if the item has been used beyond what is reasonably necessary to determine its nature, characteristics, and functioning, we may apply a reduction in the refund to reflect any loss in value, where permitted by law.
Unless the item is damaged, defective, incorrect, or unless applicable law requires otherwise, the customer is responsible for the return shipping cost.
Where required by applicable law, the refund may include the original standard outbound delivery charge. Any additional charges for express, priority, or upgraded shipping services are non-refundable.
United Kingdom 14-Day Cancellation Right
If your order is delivered to the United Kingdom, you may have the right to cancel or return your order within 14 days of receiving it, subject to applicable legal exceptions.
To exercise this right, you must contact us at info@velourac.com within 14 days of receiving your order.
To be eligible for a return under this section, the item must be returned in the same condition in which it was received, with original packaging and proof of purchase. You may inspect the item as you would in a physical store, but if the item has been handled more than necessary to establish its nature, characteristics, and functioning, we may reduce the refund to reflect any loss in value, where permitted by law.
Unless the item is damaged, defective, incorrect, or unless applicable law requires otherwise, the customer is responsible for the return shipping cost.
Where required by applicable law, the refund may include the original standard outbound delivery charge. Any additional charges for express, priority, or upgraded shipping services are non-refundable.
Refunds
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 your original payment method within 10 business days. Please note that your bank, card issuer, or payment provider may take additional time to process and post the refund.
We reserve the right to withhold the refund until:
we have received the returned item, or
you provide proof that the item has been sent back,
whichever occurs first, where permitted by applicable law.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at info@velourac.com.
Unless required by law, original shipping charges are non-refundable except where the return is due to an item that arrived damaged, defective, or incorrect.
Digital Products Refund Policy
This Digital Products Refund Policy applies to all digital products sold by Veloura, including but not limited to:
ebooks
guides
audio content
downloadable files
digital resources
online-access materials
- Digital Products Are Final Sale
All sales of digital products are final.
Once payment has been processed and access to the digital product has been provided, whether by download, email delivery, account access, or any other method of delivery, the order cannot be canceled, returned, or refunded, except where required by applicable law or as expressly stated below.
- Immediate Access and Waiver of Cancellation / Withdrawal Rights
By purchasing a digital product from Veloura, you acknowledge that delivery may begin immediately after purchase.
Where required by applicable law, by completing your purchase and accessing the digital content, you expressly consent to immediate performance and acknowledge that you may lose any applicable right of cancellation or withdrawal once delivery or access has begun.
- No Refunds for Accessed or Delivered Digital Content
Due to the intangible and irrevocable nature of digital goods, refunds will not be provided once the product has been:
accessed
downloaded
streamed
delivered
made available to you in any form
We encourage customers to review all product information carefully before making a purchase.
- Limited Exceptions
A refund for a digital product may only be considered in the following situations:
you were charged more than once for the same digital product by mistake
a technical issue on our side prevented delivery or access, and we are unable to resolve it within a reasonable timeframe
applicable consumer protection law requires a refund
To request a review under one of these exceptions, you must contact us within 7 calendar days of purchase at info@velourac.com and include:
your order number
proof of payment
a description of the issue
- Chargebacks and Payment Disputes
If you experience any issue with delivery or access to a digital product, please contact us first at info@velourac.com so we can try to resolve the issue promptly.
Unjustified chargebacks or payment disputes for digital products that were successfully delivered, accessed, or made available may be contested with the relevant payment provider, including with proof of delivery, download, access, or usage where available.
Contact Us
If you have any questions about returns, refunds, damaged items, or digital products, please contact us at: