Refund policy

Thank you for shopping with Velora.

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

## Eligibility for Returns

To be eligible for a return, your item must be:
- Unused and in the same condition you received it.
- In its original packaging with all tags attached.
- Accompanied by proof of purchase or your order confirmation.

How to Start a Return

To request a return, please contact us at leonardmbataku@gmail.com.

Please do not send your item back without contacting us first. If your return request is approved, we will provide you with the appropriate return instructions and, if applicable, the correct return address.

Returns sent without prior authorization will not be accepted.

If you have any questions about returns, you can contact us anytime at leonardmbataku@gmail.com.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item is damaged, defective, or you received the wrong product, contact us immediately so we can evaluate the issue and make it right.

Non-Returnable Items

For hygiene and safety reasons, opened or used beauty and personal care products cannot be returned unless they arrive damaged, defective, or incorrect.

We also do not accept returns for:
- Perishable goods
- Custom or personalized products
- Hazardous materials, flammable liquids, or gases
- Sale items
- Gift cards

If you have questions about whether your item qualifies for a return, please contact us before sending it back.

Exchanges

The fastest way to receive a replacement is to return the eligible item (once approved) and place a new order for the product you want.

European Union Customers

If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it without providing a reason.

Items must be unused, in their original condition and packaging, with tags attached and proof of purchase.

Refunds

Once we receive and inspect your approved return, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method. Please note that your bank or credit card provider may take additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at leonardmbataku@gmail.com.