Refund policy
Return & Refund Policy
At VELORA™, we want you to shop with confidence. If you have a problem with your order or wish to request a return, email support@velorabeautyessentials.com.
Your Consumer Rights
Nothing in this policy limits your rights under applicable consumer protection laws. Where those laws provide additional rights, remedies, or longer time limits, they take priority over this policy.
Damaged, Defective, Incorrect, or Missing Items
Please inspect your order after delivery and contact us as soon as possible after discovering a problem.
Include your order number or other proof of purchase, a description of the issue, and photos or a video where reasonably possible. We may request further information to assess the problem.
We will provide a repair, replacement, refund, or other remedy as required by applicable law. Opening or using a product does not remove your rights if it is faulty or not as described. Original packaging is not required for a faulty-item claim.
Change-of-Mind Returns
Please notify us within 14 days of delivery if you wish to return an eligible item because you changed your mind. Return it within 14 days after notifying us.
Keep the item in good condition, with its accessories and original packaging where possible. You may inspect it as you would in a shop. Where permitted by law, we may reduce a refund for loss of value caused by handling beyond what is necessary to inspect the item.
Hygiene Exceptions
Change-of-mind returns may be excluded for sealed goods that are unsuitable for return for health protection or hygiene reasons once their hygiene seal has been broken, where permitted by law.
This exception does not apply to every beauty or hair-care product simply because its packaging has been opened. It does not affect your rights for faulty, damaged, or incorrectly supplied goods.
How to Return an Item
Email us before posting your return so we can provide the correct return address and instructions. Contacting us does not make a statutory right to return dependent on our discretionary approval.
The business address below is not a return address unless we confirm it for your order.
Return Shipping
For change-of-mind returns, you are responsible for return postage unless applicable law requires otherwise.
For confirmed faulty, damaged, or incorrectly supplied items, we will cover reasonable return postage. Contact us to arrange this and keep any postage receipts.
Refunds
Refunds will be issued to your original payment method unless we agree otherwise.
For eligible change-of-mind returns, we will issue the refund within 14 days after receiving the returned goods or evidence that you sent them back, whichever occurs first. Other refunds will be issued within the period required by applicable law.
Original standard delivery charges will be refunded where required by law. Your bank or payment provider may need additional time to display the refund.
Order Cancellations
Contact us promptly if you wish to cancel an order. If dispatch can no longer be stopped, we will explain the applicable return process. This does not limit any statutory cancellation rights.
Contact Us
Email: support@velorabeautyessentials.com
VELORA™
Business address: Rochars Estate, Owerri, Imo State, Nigeria