Refund policy

Returns & Refunds

Veloura offers a 14-day change-of-mind return window for eligible products. The 14-day period begins on the day the order is delivered. This policy does not limit any non-waivable right or remedy available under applicable consumer law.

Starting a return

Email sales@velourawearboutique.com within 14 days of delivery. Include the order number, the item to be returned and the reason for the request. If approved, return instructions and the correct return address will be provided. The item must then be sent within 14 days of the authorization.

Do not send an item to a supplier, warehouse or address obtained elsewhere. Unauthorized returns can be delayed, refused or sent to the wrong facility.

Change-of-mind eligibility

Eligible items must be unused, unworn, unwashed, unaltered and returned with their original tags, accessories and packaging. The customer is responsible for tracked return postage for an ordinary change-of-mind return. Original shipping charges are not normally refundable unless required by law.

Personal-use and hygiene-sensitive products

Wigs, hair products, beauty tools and other hygiene-sensitive products must remain unused and, where supplied with a hygiene seal, unopened with the seal intact. A hygiene restriction does not apply where an item is faulty, damaged, incorrect or where applicable law requires another remedy.

Incorrect, damaged or faulty items

Contact Veloura promptly with the order number, a description of the issue and clear photographs where relevant. When an item is confirmed to be incorrect, damaged or non-conforming, Veloura will provide the appropriate repair, replacement, refund or other remedy and will not require the customer to pay reasonable return costs caused by Veloura or its fulfilment partner.

Cancellations

Cancellation requests should be sent as soon as possible. Cancellation is normally possible before an order is submitted for fulfilment. Once processing or dispatch has begun, cancellation cannot be guaranteed and the return process may apply.

Refunds

Approved refunds are issued to the original payment method, normally within 10 business days after the returned item is received and inspected or after another remedy is approved. The customer’s bank or payment provider may require additional processing time.

Exchanges

Because product availability can change quickly, the usual exchange process is to return the eligible item and place a new order after the return is approved.