Refund policy

Return & Refund Policy

Effective Date: August 2026

Store Name: Velora

Customer Support: veloracommerce1@gmail.com

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at veloracommerce1@gmail.com. Please note that returns will need to be sent to the address provided to you in your return request approval email.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at veloracommerce1@gmail.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at veloracommerce1@gmail.com

At Velora, your comfort, rest, and physical well-being are our top priorities. We want you to feel completely confident in your purchase. If you are not entirely satisfied with your order, we are here to assist you with a clear, simple, and transparent return process.

1. Order Processing & Shipping Timeframes

To help you estimate total delivery time, please note our standard handling and transit schedules:

Order Processing Time: 1 to 2 business days.
Delivery Timeframe: 4 to 6 business days following processing.

Once your order ships, you will receive an automated shipping confirmation email containing your tracking information.

2. 21-Day Return Window

We offer a 21-day return policy. You have 21 calendar days from the date your package is delivered to request a return.

To be eligible for a return:

The item must be in its original condition, unused, unworn, and free from personal wear or damage.
All original packaging, manuals, power adapters, and accessories (such as controllers or cables) must be included intact.
Proof of purchase (order confirmation or receipt) must be provided.

3. Step-by-Step Return Process

Please do not send items back without contacting us first. Unsolicited returns will not be accepted.

Submit a Request: Email us at veloracommerce1@gmail.com with your order number, proof of purchase, and the reason for your return.
Approval & Instructions: Our customer support team will review your request within 1 to 2 business days. If approved, we will send you detailed instructions on how to package your item, along with the designated return shipping address.
Ship the Item: Carefully package your item and send it to the provided address using a trackable shipping method. Depending on the reason for return, we will either cover return delivery fee or not.

4. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If your item arrives damaged, defective, or if you receive the wrong product, email us at veloracommerce1@gmail.com right away with photos/videos of the issue so we can resolve it immediately.

5. Refunds & Processing

Inspection: Once your return is received and inspected, we will notify you via email regarding the approval status of your refund.
Payout: If approved, your refund will be processed automatically back to your original payment method within 5 to 7 business days.
Note: Original shipping charges (if applicable) are non-refundable unless the return is due to an error on our part (e.g., defective or incorrect item).