Refund policy

Return Eligibility
Returns are accepted only for:
• Damaged products
• Leaking products
• Defective products
• Incorrect products shipped by VELOURA

Non-Returnable Products
For hygiene, safety, and authenticity reasons, opened or used fragrances cannot be 
returned or refunded.

Opened vs. Unopened Products
• Unopened products may be eligible for return within 14 days of delivery.
• Opened, tested, or used fragrances are not eligible for return.

Product Preference
If a customer simply does not like the scent, the product is not eligible for return or refund 
after opening.
Example: If a customer purchases a fragrance and later decides the scent is not their 
preference, the order is not refundable.

Damaged or Defective Products
Customers must report issues within 48 hours of delivery and provide photographs of the 

product and packaging.
Upon verification, VELOURA may provide:
• A replacement product
• A full refund
• Store credit

Incorrect Products
If VELOURA ships the wrong item, we will cover all replacement shipping costs.

Lost Shipments
Orders confirmed lost by the carrier may qualify for replacement or refund.

Exchange Policy
Exchanges are available only for unopened products returned in original condition.

Refund Processing
Approved refunds are typically processed within 5–10 business days after approval.

Return Shipping Costs
If the issue is caused by VELOURA, return shipping is covered by us. For approved 
voluntary returns, shipping fees may be deducted from the refund.

Fraud Prevention
VELOURA reserves the right to refuse refund requests that appear fraudulent, abusive, 
excessive, or inconsistent with this policy.

Exceptional Customer Care
In certain situations, VELOURA may offer goodwill gestures such as:
• Store credit
• Complimentary samples
• Discount vouchers
• Priority customer support
Such accommodations are provided at VELOURA’s discretion