Return & Refund Policy

Thank you for shopping with Veloura. This Return & Refund Policy explains the conditions for returning eligible items, how refunds are processed, and the responsibilities of both Veloura and our customers. Please review this policy before submitting a return request.

All prices, shipping charges, and refunds referenced in this policy are processed in USD.

Return Window

Eligible items may be returned within 30 calendar days from the date your order is marked as delivered by the shipping carrier.

Return requests received after the 30-day return period may not be eligible for return.

Eligible Returns

You may request a return if:

• Your item arrived damaged during delivery.
• You received a defective item.
• You received an incorrect product.
• The item is no longer wanted and remains eligible for return.
• You changed your mind after receiving your order.

All return requests are reviewed to confirm that they meet the requirements outlined in this policy.

Return Conditions

To qualify for a return, the item must:

• Be returned within 30 calendar days of delivery.
• Be unused and in its original condition.
• Include the original packaging and any accessories received with the order.
• Not show damage caused after delivery, misuse, modification, or improper handling.
• Include proof of purchase or a valid Veloura order number.

Items that do not satisfy these conditions may not qualify for a refund.

Return Authorization

Before sending an item back, please contact us at support@veloura.shop to request return authorization.

Please do not send returns to our business address.

Once your return request has been reviewed and approved, we will provide return instructions and the appropriate return address.

Returns shipped without authorization may not be accepted or may result in delays in processing your return.

Return Shipping Costs

Returns Resulting From Our Error

If you receive a damaged, defective, or incorrect item, please notify us within 48 hours of delivery.

Please include:

• Your order number.
• Photos of the item.
• Photos of the shipping packaging.
• A brief description of the issue.

If the return is approved, Veloura will provide a prepaid return shipping label, where applicable.

Returns for Personal Preference

If you wish to return an eligible item because you changed your mind or no longer want the product, you are responsible for the return shipping costs.

Original shipping charges are not refundable.

Restocking Fee

Veloura does not charge a restocking fee for approved returns.

Restocking Fee: $0.00 USD

Exchanges

We do not offer direct exchanges.

If you would like a different item, you may return the eligible product in accordance with this policy and place a new order separately.

Non-Returnable Items

The following items are generally not eligible for return:

• Items that have been used, assembled, modified, or damaged after delivery.
• Products returned without their original packaging or included accessories.
• Items showing damage caused by improper use or handling.
• Return requests submitted after the 30-day return period.
• Gift cards, if offered by Veloura.

Refund Process

Returned merchandise will be inspected after it has been received.

Once the inspection has been completed, you will receive an email confirming whether your refund has been approved or declined.

Approved refunds are issued only to the original payment method used for the purchase.

Refund Timeline

Approved refunds are generally processed within 10 business days after the returned item has been received and inspected.

Your bank, PayPal, or other payment provider may require additional processing time before the refunded amount appears in your account.

Late or Missing Refunds

If you have not received your refund after the expected processing period, we recommend that you:

1. Review your payment account.
2. Contact your payment provider.
3. Check with your financial institution regarding processing times.

If you still require assistance, please contact us at support@veloura.shop.

Lost Return Shipments

We recommend using a shipping service that provides tracking when returning merchandise.

Veloura cannot verify or process return shipments that cannot be confirmed through available tracking information.

Refused Deliveries

If an order is refused for reasons unrelated to shipping damage, carrier error, or a mistake on our part, the original shipping charge and any carrier return fees may be deducted from the refund, where applicable.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellation requests can only be considered before an order has entered fulfillment.

Once an order has been fulfilled or shipped, it can no longer be cancelled.

Please review our Shipping Policy for additional information regarding order processing and shipment timelines.

Contact Information

If you have any questions regarding returns or refunds, we are here to help.

Store Name: Veloura

Email: support@veloura.shop

Business Address: 8689 Durbin Ln Lexington, Kentucky 40515, United States

Customer Support Hours:
Monday to Friday
9:00 AM to 5:00 PM

Response Time: Within 24 to 48 hours during business days.

Additional assistance is available through our Contact Us page.