14-Day Return & Refund Policy
1. 14-Day Return Window
You have 14 calendar days from the official delivery date (confirmed by your courier tracking number) to request a return and refund. Return requests submitted after this 14-day period are ineligible for refund, but remain eligible for our 1-Year Limited Manufacturer Warranty.
2. Eligibility Criteria for Standard Returns
To qualify for a standard return and 100% purchase price refund, items must satisfy the following condition standards:
- The product must be unworn, unused, unwashed, and in identical pristine condition as received.
- All original luxury packaging (presentation boxes, leather sleeves, protective wraps, and ribbons) must be returned intact.
- All original serial number tags, certificates of authenticity, and instruction booklets must remain intact and attached.
- A valid proof of purchase (Order Reference ID or order confirmation email) must accompany the request.
3. Damaged, Defective, or Incorrect Items (Zero-Cost Resolution)
We take complete responsibility for consignments damaged in international transit, defective products, or incorrect item dispatch:
- Notification Window: Contact our concierge desk at returns@velora.store within 48 hours of confirmed delivery.
- Evidence Required: Provide your Order Number along with clear photographic or video evidence illustrating the transit damage or defect.
- Zero Customer Cost: Upon rapid verification, our concierge will issue an immediate 100% full refund or free replacement dispatch. You will not be charged any return shipping fees or processing costs.
4. Step-by-Step Return Process (RMA)
Request RMA
Email returns@velora.store with your Order ID and reason for return.
Receive Instructions
Our concierge issues an RMA number and return warehouse address within 24 hours.
Ship with Tracking
Securely repackage the item and send using a traceable courier service.
Refund Credited
Following warehouse inspection (1–2 days), your refund is settled in 3–5 business days.
5. Refund Crediting Timelines & Methods
Once your returned item arrives at our inspection warehouse and passes condition verification:
- Credit & Debit Cards (Visa, MasterCard, Amex, Discover): Processed and refunded to your original payment card within 3 to 5 business days. (Bank posting times may vary between 2–5 additional days depending on your issuing financial institution).
- PayPal & Digital Wallets: Credited within 24 hours of return approval.
- Store Credit / Gift Vouchers: Issued instantly upon return clearance.
6. Return Shipping Costs
- Defective, Damaged, or Inaccurate Consignments: 100% covered by VELORA. We provide a prepaid return label or issue a full refund without requiring physical return.
- Change of Mind / Sizing Exchanges: The customer is responsible for standard tracked return postage to our designated regional fulfillment warehouse. We strongly recommend using a tracked courier service.
7. Order Cancellation Window Prior to Shipment
Orders may be cancelled free of charge within 24 hours of placement prior to packaging and fulfillment center handover. If you wish to cancel an order, email support@velora.store immediately. Once an order has been assigned a carrier tracking number and transferred to the courier, the package is in transit and must follow the standard 14-day return procedure upon arrival.
8. Return Concierge & Contact Desk
To initiate a return or inquire about the status of a pending refund, please contact our dedicated returns team:
VELORA Returns & Disputes Concierge
Email: returns@velora.store
Toll-Free Phone: +1 (800) 945-7200 (Monday–Friday: 9:00 AM – 6:00 PM PST)
Corporate Address: VELORA Inc., 340 S Lemon Ave #7717, Walnut, CA 91789, USA