Refund policy

📋 RETURN AND REFUND POLICY — VELURA™

1. Scope of Application
This policy applies to all purchases made through our official store. At Velura™, we are committed to your satisfaction and to transparent, fair return terms.

2. Return Window
You have the right to request a return within 7 calendar days from the date your order was received, subject to the conditions below.

3. Return Conditions
To be eligible for a return, the product must meet the following requirements:

  • Condition: The product must be brand new, unused, free of cosmetic damage, and in perfect working order.
  • Packaging: Must be kept in its original, unopened packaging, including all accessories, cables, and manuals provided.
  • Proof of Purchase: You must provide the order number or proof of purchase sent when the order was placed.

Important Note — Health and Hygiene Policy:
Due to the personal care nature of our products and applicable health and hygiene regulations, items that have been opened, used, or removed from their sealed original packaging are not eligible for a refund, even if the customer states the product was not used. This measure protects the health and safety of all our customers, as opened personal care items cannot be resold.

  • If the product is unopened and sealed, you may request a refund or exchange within the 7-day window.
  • If the product has been opened or used, we are unable to offer a refund, but you may be eligible for a store credit or product exchange at our discretion — please contact us to discuss your case.

4. Damaged or Defective Products
If your order arrives with factory defects or technical malfunctions, you must report it within a maximum of 7 calendar days of receipt.

  • Please email linyimarmoreno22@gmail.com including: your order number, a detailed description of the issue, and clear video or photographic evidence showing the defect.
  • If the damage is confirmed, Velura™ will cover the replacement costs or, if necessary, proceed with a full refund — regardless of whether the packaging was opened, since this exception applies specifically to verified defects.

5. Return Process (Step-by-Step)

  • Request: Send an email to linyimarmoreno22@gmail.com with the subject line: "Return - [Order Number]".
  • Instructions: After reviewing your case, our support team will provide you with the return address.
  • Return Shipping: The customer is responsible for managing the return shipment. It is mandatory that the package includes a tracking number. Velura™ is not responsible for packages lost during return transit if they do not have a verifiable tracking number.
  • Return Costs: Shipping costs for returns are the responsibility of the customer, except in cases of factory defects or errors made by Velura™.

6. Inspection and Refund
Once the package is received at our facilities, our team will conduct a technical inspection to verify that the product meets the requirements outlined in Section 3.

  • Approval: If the return is accepted, the refund will be processed within 10 business days.
  • Method of Refund: Funds will be automatically returned via the original payment method (e.g., credit card or PayPal). The time it takes for the funds to reflect in your account depends exclusively on your banking institution.

7. Right of Withdrawal (European Union)
For customers residing in the European Union, in accordance with current EU consumer protection regulations, you have the right to cancel your order within 14 calendar days without providing a justification. The same conditions regarding sealed packaging and product condition described in Section 3 apply, in line with applicable EU exceptions for hygiene and health-related goods.

8. Exceptions
Refunds will not be issued if:

  • The request is made after 7 calendar days of receipt (14 days for EU customers).
  • The product has been opened, used, or removed from its original sealed packaging, except in cases of verified factory defects.
  • The customer provided an incorrect or incomplete delivery address.
  • The customer refuses the package upon delivery or refuses to pay local customs duties (in which case, the shipping and handling costs will be deducted from the final refund).

9. Contact
We are here to help. If you have any questions, please write to us at:
📧 linyimarmoreno22@gmail.com
⏰ Response Time: Maximum 48 business hours.