Refund policy

Returns & Refunds Policy

We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.

Eligibility for Returns

To be eligible for a return, your item must be unused, in its original condition, and in the original packaging. Proof of purchase is required.

To start a return, please contact us at support@velora-za.com. Returns must be requested and approved before being sent back. Return instructions and the return address will be provided after your request is approved.

Items sent back without prior authorization will not be accepted.

Return Shipping

Customers are responsible for all return shipping costs. Shipping fees are non-refundable.

We recommend using a trackable shipping service, as we are not responsible for returns lost in transit.

Damages, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us within 48 hours of receiving your order at support@velora-za.com with clear photos of the issue.
If approved, we will resolve the issue with a replacement or refund at our discretion.

Non-Returnable Items

The following items cannot be returned:

  • Perishable goods (food, flowers, plants)

  • Custom or personalized products

  • Personal care and hygiene products

  • Hazardous materials, flammable liquids, or gases

  • Gift cards

  • Sale or discounted items (except where prohibited by law)

Exchanges

We do not offer direct exchanges. To receive a different item, please return the original item (if eligible), and place a new order once the return is approved.

European Union 14-Day Cooling-Off Period

If your order is shipped to an address within the European Union, you have the right to cancel or return your order within 14 days of receipt for any reason, without justification.

Returned items must be unused, in original condition, and in original packaging. Proof of purchase is required.
Customers are responsible for return shipping costs. This does not affect your statutory rights under EU consumer protection laws.

Refunds

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

If approved, refunds will be processed to your original payment method within 10 business days. Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your refund was approved, please contact us at support@velora-za.com