Refund and Return Policy

At VELORA, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you experience a problem with your order or are not satisfied with your purchase, please contact us so we can review your situation and explain the available options.

This policy explains how refund requests, returns, damaged or defective products, and order cancellations are handled.

1. How to Request a Refund or Return

To request a refund or return, please contact us at infovelorabeauty45@gmail.com.

When contacting us, please include:

• Your full name and order number.

• The email address used when placing your order.

• A clear description of the problem or reason for your request.

• Photographs, videos, or other supporting evidence when reasonably necessary.

Providing complete information helps us locate your order, understand the issue, and process your request more efficiently.

Please contact us as soon as reasonably possible after discovering a problem with your order. Any applicable return deadlines and consumer rights will be respected.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, incomplete, or different from the product you purchased, please contact us at infovelorabeauty45@gmail.com.

To help us assess the issue, we may request:

• Clear photographs showing the product and any visible damage.

• A short video demonstrating a functional problem, where appropriate.

• Photographs of the original packaging, shipping label, or included accessories, if relevant.

• A description of the problem and when it was discovered.

Please keep the product and its packaging until we have reviewed your request, if reasonably possible.

Once we receive the necessary information, we will review the circumstances and explain the next steps. Depending on the situation and applicable requirements, a refund, replacement, return, or another appropriate resolution may be available.

3. Supporting Evidence and Review Process

VELORA may request reasonable supporting evidence when necessary to verify a reported issue and determine the appropriate resolution.

Not every refund request will require photographs or videos. The information requested will depend on the nature of the complaint.

For example, a damaged item may require photographs, while a product that does not function as intended may require a short video demonstrating the problem.

We will review the information provided and may contact you for clarification if additional details are needed. We aim to communicate clearly throughout the review process.

Evidence requirements will not be used to restrict any rights you have under applicable consumer protection laws.

4. Return Wondows and Change-of-Mind Returns

VELORA accepts eligible return requests made within 30 days of delivery. To request a return, please contact us at infovelorabeauty45@gmail.com within this period and include your order number and the reason for your request.

Products should be returned in their original condition, with original packaging and included accessories where reasonably possible. Certain products or circumstances may be subject to additional requirements, as permitted by applicable law.

If you change your mind after purchasing a product, please contact us before sending anything back. Returns must be approved and return instructions provided by VELORA before the product is shipped back.

Return shipping costs will depend on the reason for the return and the applicable terms communicated to you. If a product arrives damaged, defective, or incorrect, please contact us so we can assess the issue and explain the available resolution.

Important: The 30-day return window does not limit any additional rights or remedies available to customers under applicable consumer protection laws.

If you change your mind after purchasing a product, please contact us before returning it.

Eligibility for change-of-mind returns depends on the applicable return terms, the condition of the product, and any legal rights that apply to your purchase.

Please do not send a product back to a supplier or fulfillment address without receiving return instructions from VELORA. Returns may need to be sent to a designated address, and sending an item to the wrong location could delay the process.

Any applicable return period, product-condition requirements, and return-shipping costs will be communicated in accordance with this policy and applicable law.

5. Refund Approval and Processing

After reviewing your request and any necessary supporting information, we will inform you of the outcome and explain the next steps.

If a refund is approved, it will generally be issued to the original payment method through Shopify Payments or the payment provider used for the transaction.

The time required for the funds to appear in your account may vary depending on your payment provider and financial institution.

Where applicable, we will communicate the approved refund amount, including how any eligible shipping charges are handled.

Refund approval is assessed according to the circumstances of the request, this policy, and applicable consumer protection laws.

6. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible at infovelorabeauty45@gmail.com, including your order number.

We will check whether the order can still be cancelled. Because orders may be sent to our fulfillment partner for processing shortly after purchase, cancellation cannot always be guaranteed.

If an order has already been processed or shipped, cancellation may no longer be possible. In that case, we will explain the available options under this policy and applicable law.

Nothing in this section limits any cancellation rights that may apply under applicable consumer protection laws.

7. Lost, Delayed, or Undelivered Orders

Delivery dates are estimates and may be affected by customs processing, carrier operations, weather, or other circumstances.

If your order has not arrived within the estimated delivery timeframe, please contact us with your order number. We will review the available tracking information and assist you in determining the next steps.

For packages that appear lost or have experienced an extended tracking interruption, we may investigate the shipment with our fulfillment partner or shipping carrier.

Depending on the circumstances, the available resolution may include a replacement, refund, or other appropriate remedy. Any applicable legal rights will be respected.

8. Contact Us

If you have questions about this policy or need assistance with a refund or return, please contact:

VELORA Customer Support

Email: infovelorabeauty45@gmail.com

Please include your order number whenever you contact us about an existing order so we can assist you more efficiently.