Refund policy

Return & Refund Policy

At Velora Glam, customer satisfaction is our priority. We are committed to providing high-quality beauty products while maintaining the highest hygiene and safety standards. Please read our Return & Refund Policy carefully before making a purchase.

Returns

Due to the nature of beauty and personal care products, we only accept returns under the following conditions:

  • The return request is made within 7 days of receiving your order.

  • The item is unused, unopened, and in its original packaging with all seals, labels, and protective wrapping intact.

  • You provide proof of purchase, such as your order confirmation or receipt.

For hygiene and customer safety, opened, used, or tampered beauty products cannot be returned or exchanged, except where the product is defective, damaged upon arrival, or the wrong item was delivered. This is consistent with common hygiene practices for cosmetics and skincare retailers.

Non-Returnable Items

The following items are not eligible for return or refund:

  • Opened or used cosmetics, skincare, or personal care products

  • Products with broken or removed hygiene seals

  • Gift cards

  • Promotional items or free gifts

  • Clearance or final sale items (unless defective)

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

To help us resolve your request quickly, include:

  • Your order number

  • A description of the issue

  • Clear photos of the product and packaging

Once verified, we will offer one of the following at no additional cost:

  • A replacement product

  • A full refund

  • Store credit (where appropriate)

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to your original payment method.

  • Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Shipping charges are non-refundable unless the return is due to our error or a defective product.

Order Cancellations

Orders may be cancelled before they have been processed or shipped.

Once an order has been dispatched, it cannot be cancelled and must follow the return policy above.

Return Shipping

  • If the return is due to our mistake (incorrect, defective, or damaged product), we will cover the return shipping costs.

  • If the return is approved for any other eligible reason, the customer is responsible for return shipping costs.

Contact Us

If you have any questions about this policy or need assistance with a return, please contact us through the Contact Us page on the Velora Glam website or reply to your order confirmation email.

Thank you for shopping with Velora Glam. We appreciate your trust and look forward to helping you look and feel your best.