Refund policy

Last updated: October 1, 2026

Return & Refund Policy

Agreement to Terms

By placing an order at [Vellorae], you acknowledge that you have read, understood, and agreed to be bound by every part of this Return & Refund Policy.

1. Standard Policy: All Sales Are Final

To keep our prices competitive and ensure the highest quality control, all standard purchases are final sale. Unless you explicitly purchased our 30-Day Return Guarantee at the time of checkout, we do not accept returns, exchanges, or refund requests for any reason once an order has been delivered (including, but not limited to: change of mind, wrong size/color selected, or personal preference).

2. Orders with the "30-Day Return Guarantee" Add-On

If and only if you purchased the 30-Day Return Guarantee along with your item(s) at checkout, you are eligible to request a return within 30 calendar days from the date of delivery.

Condition of Items: Returned items must be unused, unwashed, in their original condition, and with all original tags and packaging intact.

Non-Refundable Fee: The cost of the 30-Day Return Guarantee itself and original shipping fees are non-refundable.

Return Process: To initiate an eligible return, please contact us at velloraestore@gmail.com with your order number. Returns sent back without prior authorization will not be accepted.

3. Lost or Undelivered Packages

For standard orders (without the 30-Day Return Guarantee), refunds or replacements for shipping issues are strictly limited to packages that are officially confirmed as lost in transit.

In-Transit Lost: If tracking shows no updates for more than 30 business days and the carrier confirms the package is lost, we will gladly issue a full refund or send a free replacement.

Confirmed Delivery (No Refunds): If the shipping carrier’s official tracking system marks the package as "Delivered" to the address provided at checkout, our obligation is fulfilled. We do not issue refunds for orders marked as delivered that the customer claims were not received, misplaced, or stolen after delivery. In such cases, it is the buyer's responsibility to file a claim directly with the local carrier or local authorities.

Incorrect Address: We are not responsible for undelivered packages due to an incorrect or incomplete shipping address provided by the customer at checkout.

4. Damaged, Defective, or Incorrect Items (Strict 48-Hour Reporting Window)

Every order undergoes a strict quality inspection before dispatch. In the rare event that your item arrives damaged, defective, or incorrect, you must report the issue to velloraestore@gmail.com within 48 hours of the carrier's recorded delivery time.

Mandatory Proof: Your email must include your order number and clear visual evidence (an unedited unboxing video or high-resolution photos showing the shipping label on the package, the original packaging, and the specific defect).

Resolution Policy: If the claim is verified within this timeframe, we will provide a free replacement of the exact same item. We do not issue cash refunds for damaged or defective claims.

Voided Claims: Any claims submitted after the 48-hour delivery window, or claims lacking the required packaging and shipping label proof, will be automatically denied. Furthermore, intentional damage, normal wear and tear, or misuse of the product is strictly excluded.

5. Chargebacks & Dispute Abuse

Because you agree to these terms upon checkout, filing a false payment dispute or chargeback for an order that has valid proof of delivery, or attempting to bypass our Final Sale policy through your bank, will be treated as fraudulent activity. We keep detailed records of checkout agreements, quality inspection logs, IP addresses, and carrier GPS delivery confirmations to contest all invalid disputes with payment processors.

Please Note: If your purchase includes a Mystery Gift / Mystery Item that delivers an instant promotional discount code via email, this item is strictly non-refundable once ordered. Because the promotional code is generated and issued automatically upon purchase, all sales for mystery options are final.

If you have any questions regarding this policy or need assistance with an eligible order, please reach out to our support team at velloraestore@gmail.com.