Velora Return & Refund Policy
At Velora, we want you to love your purchase. If for any reason you are not fully satisfied, you may return items in accordance with the policy below.
1. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 calendar days from the day after you receive your items.
To exercise this right, you must notify us in writing (by email) before the 14-day period ends.
Once you have informed us, you then have 14 days to return the items.
2. Conditions for Returns
To be eligible for a return:
Items must be unused, unworn, and in their original condition with all tags still attached.
Items must be returned in their original packaging where possible.
For hygiene reasons, we cannot accept returns on certain items (e.g., undergarments, hijabs without tags, or items marked as non-returnable at checkout).
3. Refunds
Refunds will be issued to your original payment method within 14 days of us receiving the returned items.
Delivery charges:
Standard delivery charges will not refunded unless items are damaged or faulty on arrival.
Any additional paid delivery upgrades (e.g., express shipping) are non-refundable.
If items are returned damaged, worn, or not in a resaleable condition, we may reduce the refund amount.
4. Exchanges
At this time, we do not offer direct exchanges. If you wish to order a different size, colour, or product, please place a new order and return the original item for a refund.
5. Faulty or Incorrect Items
If you receive a faulty or incorrect item, please contact us within 30 days of delivery.
You are entitled to a full refund, replacement, or repair under the Consumer Rights Act 2015.
We will cover the cost of return postage for faulty or incorrect items only on the grounds that the correct proof is submitted within the 30 days of delivery
6. How to Return
Please email us at Velora.abaya@gmail.com with your order number and reason for return.
We will provide you with instructions and the return address.
Unless the item is faulty or incorrect, you are responsible for return postage costs. We recommend using a tracked service as we cannot be held responsible for items lost in transit.
7. Contact Us
If you have any questions about returns or refunds, please contact us:
📧 Email: Velora.abaya@gmail.com
