Refund policy
Refund Policy
Refund and Return Policy
Thank you for choosing VELURA.
At VELURA, we are committed to offering quality products across a wide range of categories, carefully selected to bring value, convenience, and satisfaction to our customers. Whether you purchase home essentials, lifestyle items, gadgets, beauty products, pet accessories, fashion items, or seasonal products, we want you to shop with confidence.
If for any reason you are not fully satisfied with your purchase, we offer a clear and customer-friendly refund and return policy.
30-Day Return Policy
We accept returns within 30 days from the date your order is delivered.
To qualify for a return, the item must be:
- Unused and in original condition
- In the same condition as received
- In original packaging when possible
- With all included accessories/manuals
- Accompanied by proof of purchase (order confirmation or receipt)
How to Start a Return
1. Contact Us First
Please email our support team before returning any item:
📧 contact.velurashop@gmail.com
2. Return Approval
Once approved, we will send instructions on where to send your return.
3. Secure Packaging
Please package the item safely to prevent damage during transit.
Important: Returns sent without prior approval may not be accepted.
Return Shipping Costs
- If the item is defective, damaged, or incorrect, we will cover the return cost or offer a replacement/refund.
- If the correct item was delivered and the customer simply changed their mind, the customer is responsible for return shipping costs.
We recommend using a trackable shipping method.
Refund Process
Once your return is received and inspected:
- We will notify you by email.
- If approved, your refund will be issued to the original payment method within 5 business days.
Please allow extra processing time depending on your bank or payment provider.
If more than 15 business days have passed since approval, contact:
📧 contact.velurashop@gmail.com
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos and your order number.
📧 contact.velurashop@gmail.com
We will make it right as quickly as possible.
Non-Returnable Items
For hygiene, safety, or limited-use reasons, some items may not be eligible for return, including:
- Personal care / hygiene products after opening
- Intimate apparel
- Gift cards
- Final sale / clearance items
- Used or altered items
- Perishable goods where applicable
If unsure, contact us before purchasing.
Exchanges
The fastest way to exchange an item is to request a return (if eligible) and place a new order.
Order Cancellation
Orders may be canceled within 6 hours of purchase if they have not entered processing.