Refund & Cancellation Policy

At Velora, we want our customers to have a smooth and satisfactory shopping experience. This policy explains our general approach to order cancellations, returns, and refunds.

1. Order Cancellation

Customers who wish to cancel an order should contact our support team as soon as possible and provide their order details.

Cancellation requests will be reviewed based on the order's processing and shipping status. Once an order has been shipped, cancellation may no longer be possible.

2. Return Requests

If you receive a product that is damaged, defective, incorrect, or different from what you ordered, please contact our support team with your order details and relevant photographs.

Return requests will be reviewed on a case-by-case basis, subject to the applicable return conditions.

3. Refund Eligibility

Refunds may be considered for eligible orders, including approved cancellations and verified product-related issues, in accordance with the applicable terms of our policy.

Products must meet the relevant eligibility conditions for a return or refund to be considered.

4. Refund Processing

Once a refund request has been reviewed and approved, the refund will be processed through the applicable payment method or another agreed method, where appropriate.

The time taken for the refunded amount to appear in your account may depend on your bank, payment provider, or financial institution.

5. Non-Eligible Refund Requests

Refund requests may not be accepted where the order does not meet the applicable eligibility conditions. Any exclusions or special conditions will be communicated to customers as applicable.

6. Damaged or Incorrect Products

If you receive a damaged, defective, or incorrect product, please notify our support team with your order number and supporting photographs, where applicable, so that we can review the issue and advise you on the next steps.

7. Exchanges

Exchange requests may be considered depending on product availability and the circumstances of the request. Customers should contact our support team before sending any product back.

8. Contact Us

For questions about cancellations, returns, or refunds, please contact us through the Contact Us page on our website and include your order number for assistance.

Velora reserves the right to update this policy when necessary. Any updates will be published on this page.