Refund Policy

Refund & Returns Policy

Veloura Fashion

Agreement to This Policy

By completing a purchase through the Veloura Fashion website, you acknowledge that you have read, understood, and accepted the terms outlined in this Refund & Returns Policy.

By placing an order, you confirm that:

  • You understand the eligibility requirements for returns and refunds.

  • You agree to follow the return procedure described below.

  • You acknowledge that order records, shipment information, and this policy may be used as supporting evidence in the event of a payment dispute, chargeback, or claim.

1. Return Eligibility

We want you to be satisfied with your purchase. If you are not completely happy with an item, you may request a return within 30 days of delivery, subject to the conditions outlined below.

To qualify for a return:

  • The item must be unused and in its original condition.

  • The item must not show signs of wear, washing, alteration, or damage caused after delivery.

  • Original packaging, tags, and accessories must be included where applicable.

  • The item must only have been handled as reasonably necessary to inspect it.

Customers are responsible for all return shipping expenses unless otherwise required by law.

Once your return arrives at our facility, it will be inspected and processed within approximately 7 business days. Veloura Fashion reserves the right to refuse returns that do not meet the conditions stated in this policy.

2. How to Request a Return

To start a return request, please contact our customer support team within 30 days of receiving your order.

Email: info@veloura-fashion.ca

Please include:

  • Your order number

  • The reason for the return request

  • Your full name

  • Your delivery address

  • Photos of the product if it is damaged, defective, or incorrect

After reviewing your request, we will provide return instructions if the return is approved.

Please do not send any items back without prior authorization, as unauthorized returns may not be accepted or processed.

For your protection, we recommend using a shipping service that includes tracking and retaining proof of shipment until the return process has been completed.

3. Damaged or Defective Products

If you receive a product that arrives damaged or contains a manufacturing defect, please notify us within 48 hours of delivery.

Contact: info@veloura-fashion.ca

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or video evidence showing the defect or damage

Once reviewed and approved, Veloura Fashion may, at its discretion:

  • Send a replacement item

  • Issue a refund

  • Offer an alternative resolution where appropriate

In some situations, returning the damaged item may not be necessary.

Replacement orders are generally processed within 7–14 business days, depending on product availability.

4. Lost Shipments

If your tracking information indicates that your package may have been lost during transit, please contact us as soon as possible.

We may:

  • Open an investigation with the shipping carrier

  • Request additional information from the customer

  • Arrange a replacement or refund once loss has been confirmed

Resolution times may vary depending on the carrier's investigation procedures.

5. Refused, Undeliverable, or Unclaimed Packages

Orders that are returned because:

  • An incorrect shipping address was provided,

  • The package was refused,

  • The shipment was not collected,

  • Delivery attempts were unsuccessful,

may be subject to a CAD $35 processing and logistics fee, which will be deducted from any eligible refund.

This fee helps cover shipping, handling, warehousing, and administrative expenses incurred by the return of the package.

6. Order Cancellations

Customers may request an order cancellation before the order has entered the fulfillment or shipping process.

To request cancellation, please contact:

info@veloura-fashion.ca

Please note:

  • Orders that have already been shipped cannot be canceled.

  • Once an order is in transit, customers must follow the standard return process after delivery.

  • Cancellation requests are handled on a best-effort basis and cannot be guaranteed if processing has already begun.

7. Refund Processing

Once a returned item has been received and approved, refunds will be issued to the original payment method used for the purchase.

Please allow:

  • Up to 7 business days for return inspection and approval.

  • Additional processing time by your bank or payment provider.

Original shipping charges are generally non-refundable unless otherwise required by law or where the return results from an error made by Veloura Fashion.

8. Payment Disputes and Chargebacks

If you experience an issue with your order, we encourage you to contact us directly before initiating a chargeback or payment dispute.

In the event of a dispute, Veloura Fashion may provide supporting documentation to payment processors, financial institutions, or dispute resolution services, including:

  • Order confirmations

  • Tracking information

  • Delivery records

  • Customer communications

  • Photos or documentation submitted during the claim process

Submitting a chargeback without first contacting our support team may significantly delay the resolution process.

Veloura Fashion reserves the right to decline future purchases where repeated or abusive chargeback activity is identified.

9. Additional Return Conditions

Please note the following:

  • Approved returns may be directed to one of our international fulfillment facilities.

  • Return shipping costs are the responsibility of the customer unless otherwise required by law.

  • Veloura Fashion is not responsible for customs delays, import inspections, or clearance procedures affecting returned packages.

  • Items returned in unsanitary, heavily worn, altered, or damaged condition may be rejected.

  • Return shipping labels are not provided unless specifically stated by our support team.

10. Contact Information

If you have any questions regarding this Refund & Returns Policy or need assistance with a return request, please contact our customer support team:

Veloura Fashion
Email: info@veloura-fashion.ca

We are committed to providing prompt and professional assistance whenever possible.