Refund policy

At Veloura Beauty Store, we want you to love every beauty and skincare product you purchase. If something isn’t right, we’re here to help. Please read our Return & Refund Policy carefully to ensure a smooth and fair experience for all customers.

1. Eligibility for Returns

Due to hygiene and safety standards, most beauty and skincare items cannot be returned once opened or used. However, we accept returns under the following conditions:

1.1 Returnable Items

We accept returns for:

  • Unopened and unused products

  • Items in their original packaging

  • Products purchased directly from our website

  • Items returned within 14–30 days of delivery (choose your timeframe)

1.2 Non-Returnable Items

We cannot accept returns for:

  • Opened, used, or tampered products

  • Items not in their original packaging

  • Sale, clearance, or promotional items (optional but recommended)

  • Gift cards

2. Damaged, Defective, or Wrong Items

If your item arrives damaged, defective, or incorrect, please contact us within 48–72 hours of delivery with:

  • Order number

  • Description of the issue

  • Photo or video proof

We will gladly offer:

  • A replacement

  • Store credit

  • Or a full refund

Your satisfaction is our priority.

3. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund.

Approved Refunds

If approved:

  • Refunds are issued to your original payment method

  • Processing may take 3–10 business days, depending on your bank or payment provider

Rejected Refunds

Returns may be rejected if:

  • Products are used or opened

  • Items are not in their original condition

  • The return is outside the policy timeframe

4. Exchanges

We offer exchanges only for damaged or incorrect items.
For other reasons wrong shade, changed mind, etc. please request a return if eligible and place a new order.

5. Return Shipping

If the return is due to our error

(damaged, defective, or incorrect item):

  • We cover return shipping costs.

If the return is due to customer preference:

  • The customer is responsible for return shipping fees.

We recommend using a trackable shipping service.

6. Cancellations

Orders may be canceled within 1–2 hours of purchase, as we process orders quickly.
Once processed or shipped, cancellations are no longer possible.

7. How to Start a Return

To initiate a return or refund request, contact us at:

Subject: Return Request – Order #[Order Number]

Include:

  • Full name

  • Order number

  • Reason for return

  • Photo evidence (if applicable)

Our support team will guide you through the next steps.

8. Contact Us

If you have questions about our Return & Refund Policy, we are here to help:

Veloura Beauty Store