Refund policy

Return and Refund Policy - Veloura Vancouver

At Veloura Vancouver, your happiness is our priority. We’re dedicated to ensuring your shopping experience is easy, transparent, and worry-free.

Returns
We understand that returns can sometimes be costly, so we aim to make the process as smooth and customer-friendly as possible. If you’re not completely satisfied with your purchase, you can return your order within 30 days of receiving it, provided the following conditions are met:

  • The item is in its original condition with all parts, components, and packaging intact.

  • The item has been handled only to the extent necessary to assess suitability and is free from damage caused by misuse.

  • Items that require hygiene standards (e.g., shoes or accessories) are cleaned prior to return.

  • Sale items are eligible for store credit instead of refunds, provided they are returned within 14 days of receipt.

To make returns more affordable:

  • We offer a discounted return shipping label upon request, available for most locations. The cost of the label will be deducted from your refund or store credit.

  • If your return is due to a mistake on our part or a defective product, return shipping costs will be fully reimbursed.

Once we receive your return and confirm it meets the conditions, we’ll process your refund or store credit within 7 working days.

How to Return Your Order
Returning your order is simple:

  1. Contact us at support@veloura-vancouver.com with the following details:

    • Your order number

    • The reason for the return

    • A photo of the product (if damaged)

    • Your name and shipping address

  2. Request a discounted shipping label if needed, or ship the return using your preferred method.

  3. We’ll provide the correct return address (please do not send your return to the address on the package).

Order Cancellations
Need to cancel your order? You can do so within 3 days of placing it, before it moves to the processing stage. Simply email us at support@veloura-vancouver.com.

If your order has already been processed or shipped, cancellations are no longer possible. Once the item arrives, you can initiate a return following the steps above.

Refunds and Store Credit

  • Refunds will be issued within 14 days of us receiving your returned item and will be credited to your original payment method.

  • Sale items are eligible for store credit only, provided they are returned within 14 days of receipt.

Additional Information
Our products are shipped from Asia, so transit times may vary. If you have any concerns or questions about your return, our friendly support team is always here to help.

At Veloura Vancouver, we strive to offer a hassle-free and fair return process while keeping your costs as low as possible. Thank you for shopping with us!