Refund policy
At Velòra, we want you to feel confident in your purchase.
2.1 Our Commitment
At Velòra, quality is non-negotiable. Every product is inspected before dispatch. If something is wrong with your order, we will make it right. This policy defines the conditions under which returns and refunds are accepted.
2.2 Return Eligibility
Due to the personal and hygienic nature of our products, all of which are designed for direct skin contact, we cannot accept returns on opened or used items under any circumstances. This policy is intended to protect the health and safety of all customers and to maintain the highest hygiene standards.
Returns are accepted within 30 days of the confirmed delivery date strictly for items that meet all of the following conditions:
• Completely unopened and in original, unused condition
• In original packaging with all included components, accessories, and documentation intact
• Accompanied by valid proof of purchase (order number or confirmation email)
2.3 Non-Returnable Items
Once opened, the following items are final sale and cannot be returned or refunded regardless of the reason, except as covered under Section 2.4 (Defective or Damaged Items):
• LED light therapy masks and attachments
• Microcurrent and EMS facial devices
• Jade rollers, gua sha tools, and any device designed for direct skin contact
• Eye patches, collagen patches, and single-use consumables
• Any bundled product where one or more components have been opened
2.4 Defective or Damaged Items
If your order arrives defective, malfunctioning, or damaged in transit, you must contact us within 7 days of the confirmed delivery date at veloravibesglow@gmail.com with the following:
• Your order number
• A written description of the defect or damage
• Clear photographs or video documenting the issue
Once the issue has been verified, Velòra will determine the most appropriate resolution, which may include a replacement, store credit, or a refund.
2.5 Incorrect Items
If you received a product different from what you ordered, contact us within 7 days of delivery at veloravibesglow@gmail.com with your order number and a description of the discrepancy. We will arrange for the correct item to be dispatched at no additional cost.
2.6 How to Request a Return (Unopened Items)
1. Email veloravibesglow@gmail.com with your order number and reason for return.
2. Wait for written return authorization before shipping anything back. Unauthorized returns will not be accepted or processed.
3. If your request is approved, we will provide detailed return instructions.
4. Ship the item using a tracked shipping method and retain your receipt. Velòra is not responsible for returns lost in transit.
2.7 Return Shipping Costs
Except in cases covered under Sections 2.4 and 2.5, return shipping costs are the sole responsibility of the customer.
2.8 Refund Processing
Once the returned item has been received and inspected, you will be notified of the outcome by email. If approved, your refund will be issued to the original payment method. Depending on your payment provider, it may take several business days for the refund to appear on your account.
2.9 Order Cancellations
Orders may be cancelled only if they have not yet entered processing or fulfillment. Once processing has begun, cancellation may no longer be possible. If your order has already been shipped, our standard return policy will apply where eligible.
2.10 Missing Packages
If your package appears to be lost in transit, please contact us as soon as possible. We will work with the shipping carrier to investigate the shipment and determine an appropriate resolution.
2.11 Chargebacks & Payment Disputes
We encourage customers to contact us before initiating a payment dispute. Most issues can be resolved quickly through our customer support team.
Nothing in this policy limits or excludes any consumer rights that cannot be waived or excluded under applicable law. Velòra reserves the right to decline return requests that do not satisfy the conditions outlined in this policy or where there is reasonable evidence of abuse, misuse, or fraud.