Refund policy

VELURA – RETURN & REFUND POLICY

Effective Date: August 9, 2026

Brand: Velura e-Shop(Velura.ae)

Location: United Arab Emirates

1. OUR 30-DAY RISK-FREE GUARANTEE

At Velura, we build tools to help you reclaim your energy and release physical tension. We stand behind the quality of our products 100%. If your order arrives damaged, defective, or incorrect, we offer a 7-Day Hassle-Free Return & Replacement Guarantee from the date of delivery.

2. ELIGIBILITY & SANITARY REQUIREMENTS

Due to the personal nature of our products (hygiene tools and body topical formulations), we must maintain strict sanitary standards for the safety of all our customers.

  • Unopened & Unused Items: Items that are unopened, unused, in their original packaging, and with all seals intact are eligible for a full refund or exchange within 30 days of delivery.

  • Opened or Used Products: For hygiene and health safety reasons, any back scrubber or body oil that has been opened, unsealed, or used cannot be returned or refunded, unless it falls under our Damaged, Defective, or Incorrect Orders policy below.

3. DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

If your package arrives damaged during transit, has a manufacturing defect, or if you received the wrong item:

  1. Notify Us: Contact our support team at velurashop.ae@gmail.com within 48 hours of receiving your delivery.

  2. Provide Proof: Include your Order Number, a brief description of the issue, and clear photos/videos showing the damage, defect, or incorrect item.

  3. Fast-Track Replacement: Once verified, we will dispatch a brand-new replacement to you free of charge within 48-72 hours, or issue a full refund to your original payment method. You will not be charged any return shipping or re-delivery fees for damaged or incorrect goods.

4. HOW TO INITIATE A RETURN

For unopened items eligible for a standard return:

  1. Email velurashop.ae@gmail.com with your Order Number and the reason for the return.

  2. Our support team will review your request and provide you with a Return Authorization and the address of our UAE fulfillment center.

  3. Pack the item securely in its original packaging.

  4. Return Shipping: Customers are responsible for paying the return shipping costs for standard, non-defective returns. We recommend using a trackable courier service in the UAE. Original shipping charges are non-refundable.

5. REFUND PROCESSING

  • Inspection: Once your return is received and inspected at our UAE warehouse, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If approved, your refund will be processed immediately.

  • Cash on Delivery (COD): COD orders eligible for a refund will be issued via store credit or bank transfer to a UAE bank account (a nominal bank transfer fee may apply).

6. CANCELLATIONS & ORDER AMENDMENTS

We process orders rapidly to ensure fast delivery across the UAE. If you need to cancel or modify your order, please email us immediately at velurashop.ae@gmail.com. Once an order has been dispatched from our fulfillment facility, it cannot be canceled and must follow the standard return process.

7. CONTACT US

For any questions regarding your order, returns, or product support:

  • Email: velurashop.ae@gmail.com

  • Operating Hours: Monday – Friday, 9:00 AM – 6:00 PM (GST)