Return & Refund Policy

Return & Refund Policy

VELORA

Order Confirmation & Policy Acceptance

By placing an order through the VELORA website, you acknowledge that you have read, understood, and agreed to the terms outlined in this Return & Refund Policy.

Completing a purchase confirms that you:

  • Have reviewed and accepted our return conditions and applicable timeframes

  • Agree to comply with the return process described below

  • Understand that, in the event of a payment dispute or chargeback, this policy and related order records may be used as supporting evidence

Returns

If you are not fully satisfied with your purchase, you may request a return for eligible items within 30 days of delivery, provided all conditions below are met.

Return Eligibility

To be eligible for a return:

  • Items must be unused, unworn, and unwashed

  • Items must be returned in original condition and original packaging

  • Only normal inspection and handling should have occurred

  • Return shipping and handling costs are the responsibility of the customer

Once your return is received, it will be inspected and processed within 7 business days.
VELORA reserves the right to refuse returns that show signs of wear, misuse, alteration, or damage not caused by us.

How to Request a Return

To initiate a return request, please follow these steps:

  1. Email info@by-velora.com within 30 days of delivery

  2. Include the following details in your email:

    • Order number

    • Reason for return

    • Photos of the item (required for damaged or defective items)

    • Your full name and shipping address

  3. Wait for return approval and instructions before sending any items back

Do not send items without prior authorization.
Unauthorized returns may be refused or returned to the sender.

We strongly recommend using a tracked shipping service and retaining proof of shipment until the return process is complete.

Defective or Damaged Items

If your item arrives damaged or has a manufacturing defect, please contact us within 48 hours of delivery at info@by-velora.com.

Include:

  • Your order number

  • A brief description of the issue

  • Clear photos or a short video showing the defect or damage

After verification:

  • A replacement may be offered, depending on availability and the nature of the issue

  • In certain cases, returning the item may not be required

Replacement orders are typically processed within 7–14 business days.

Lost, Refused, or Unclaimed Orders

Lost Packages
If your order appears to be lost in transit, contact us with your order number and tracking details. We will assist with a courier investigation and arrange a replacement or refund if the loss is confirmed.

Refused or Unclaimed Orders
If an order is refused, unclaimed, or returned due to an incorrect or incomplete address provided at checkout, a €35 administrative and shipping fee will be deducted from any applicable refund.

Cancellations & Right of Withdrawal

You may withdraw from your purchase within 30 days of receiving your order, in line with applicable consumer protection regulations.

Please note:

  • Orders cannot be canceled once shipped

  • If an order is already in transit, a return may be initiated after delivery

  • To request a cancellation before shipment, contact info@by-velora.com as soon as possible

Return shipping costs remain the responsibility of the customer.

Chargebacks & Payment Disputes

If you experience any issues with your order, we strongly encourage you to contact us first so we can resolve the matter efficiently.

In the event of a chargeback or payment dispute, we may submit relevant documentation to the payment provider, including:

  • Order confirmation details

  • Shipping and tracking information

  • Email correspondence and submitted images

Initiating a chargeback without prior contact may delay resolution and may impact future purchasing eligibility.

Important Information

  • All approved returns are sent to our central fulfillment warehouse in Asia

  • Return shipping costs are not covered

  • We are not responsible for customs delays or clearance issues

  • Hygiene-sensitive items returned in used or unsanitary condition will not be accepted

  • Returns are not free; shipping and handling fees apply

Contact Us

For questions regarding this Return & Refund Policy or your order, please contact our support team:

Email: info@by-velora.com

We are committed to providing clear communication and fair solutions for every customer.