Refund policy
Velora Return & Refund Policy
Our Commitment:
At Velora, we formulate our products with immense care for sensitive, reactive skin. We stand behind their quality and efficacy. If you are unsatisfied with your purchase for any reason, we are here to make it right.
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1. Returns & Exchanges
Timeframe: We accept returns and exchanges for full-price items within 30 days of delivery.
Condition: The product must be at least 80% full. We cannot accept returns for items that are nearly empty
1. Contact our Customer Care team at pure.velora.co@gmail.com to initiate your return and receive a Return Merchandise Authorization (RMA) number and instructions.
2. Securely pack the item(s) with the original or similar packaging.
3. Ship the package to the address we provide. We recommend using a trackable shipping service, as we are not responsible for lost return packages.
Return Shipping: Customers are responsible for return shipping costs. The original shipping fee is non-refundable.
Exchanges: For an exchange (e.g., wrong product), please follow the return process above and place a new order for the desired item on our website.
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2. Refunds
Timing: Once your return is received and inspected, we will notify you of the approval status. If approved, your refund will be processed to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to post the refund.
What is Refunded: You will receive a refund for the product's purchase price. Original shipping charges are non-refundable.
Exceptions: Sale items, gift cards, and final sale products (clearly marked as such) are not eligible for return or refund.
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3. Damaged, Defective, or Incorrect Items
We deeply apologize for any error on our part.
· Damaged/Defective: If your item arrives damaged or is defective, please contact us at pure.velora.co@gmail.com within 7 days of delivery with photos of the product and packaging. We will promptly send a replacement at no cost or issue a full refund.
· Incorrect Item: If you receive an item you did not order, contact us within 7 days of delivery. We will provide a prepaid return label and expedite the shipment of your correct item.
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4. Skin Sensitivity & Reactions
Your skin's health is our priority. We disclose all ingredients transparently on our product pages.
· Patch Test: We strongly advise performing a patch test (applying a small amount to your inner forearm) before full use, especially if you have known sensitivities.
· Reactions: If you experience a negative reaction, discontinue use immediately. While we cannot offer a refund for a product that has been used and caused a reaction (as this is a highly subjective response), we encourage you to contact our Care team. We are dedicated to helping you find the right solution for your skin and may offer a discount on a different product in our range as a gesture of goodwill.
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5. Final Sale Items
Clearance, promotional bundles, or items marked "Final Sale" are not eligible for return, exchange, or refund.