Refund policy

Last updated: August 8, 2026

At Velura, we want you to have a positive shopping experience. If there is a problem with your order, please contact us as soon as possible so we can review the issue and help you with an appropriate solution.

1. When We Accept Refunds or Replacements

We may offer a refund or replacement if you receive:

  • A damaged product

  • A defective or faulty product

  • The wrong product

  • The wrong color, size, or variant where the item received does not match your order

  • An item with missing parts or accessories

  • An order that qualifies for a refund or replacement because of a verified delivery or fulfillment issue

Depending on the situation, we may provide a replacement, resend the affected item, offer a partial refund, or issue a full refund.

2. Time Limit for Reporting an Issue

For damaged, defective, incorrect, or missing items, please contact us within 30 days of the date your order was delivered.

Requests submitted after this period may not be eligible for a refund, replacement, or other resolution.

To help us resolve your issue quickly, please contact us as soon as you notice a problem.

3. Proof Required

When contacting us about a damaged, defective, or incorrect item, please provide:

  • Your order number

  • A description of the problem

  • Clear photos of the product

  • Photos of the packaging, if applicable

  • A short video when photos are not sufficient to clearly demonstrate the problem

We may request additional information if necessary to verify the issue.

4. Returns

Most approved issues do not require you to return the product.

However, in certain circumstances, we may require the product to be returned before a refund or replacement can be issued.

If a return is required:

  • We will provide the return instructions and return address.

  • Do not send an item back before receiving return instructions from us.

  • The item should be returned within 30 days of delivery.

  • We recommend using a tracked shipping service and keeping your tracking information until the return has been completed.

5. Customer-Preference Returns

We do not generally accept returns or refunds for personal preference, including:

  • Changing your mind after placing an order

  • Simply not liking the product

  • Ordering the wrong product

  • Ordering the wrong size or variant

  • No longer wanting the product

  • A product not meeting personal expectations when it matches its description

Please carefully review the product description, specifications, measurements, images, and other information before placing your order.

If you contact us about a personal-preference return, we may review the request on a case-by-case basis, but approval is not guaranteed.

6. Items That Cannot Be Returned

Products that have been used, altered, damaged after delivery, or otherwise made unsuitable for resale may not be eligible for return.

Certain hygiene-sensitive, personalized, consumable, or final-sale products may also be non-returnable unless they arrive damaged, defective, or incorrect.

Any product-specific return restrictions will be stated on the relevant product page where applicable.

7. Return Shipping

If the issue is caused by an error on our part, such as receiving an incorrect, damaged, or defective product, we will provide an appropriate resolution and, where a return is required, provide instructions regarding the return shipping.

For returns requested solely for personal preference, where we agree to accept such a return, the customer may be responsible for return shipping costs.

8. Refund Process

Once we have reviewed your request and, where applicable, received and inspected the returned product, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method whenever possible.

The time required for the refund to appear in your account depends on your payment provider, bank, or card issuer.

9. Replacements

When an item is damaged, defective, incorrect, or otherwise qualifies for a replacement, we may send a replacement item when available.

If the same item is unavailable, we may offer an alternative resolution, such as a refund or another appropriate option.

10. Order Cancellation

If you want to cancel an order, please contact us as soon as possible after placing the order.

We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipment.

If an order has already been processed or shipped, it may no longer be possible to cancel it.

11. Late or Missing Refunds

If you have been notified that your refund has been processed but you have not received it:

  1. Check your bank account or payment account again.

  2. Contact your bank or payment provider.

  3. If you still cannot locate the refund, contact us so we can investigate.

12. How to Contact Us

To request a refund, replacement, or return, please contact us with your order number and details of the issue.

Email: support@veluraonline.com

Please include photos or videos when reporting a damaged, defective, or incorrect item.

We will review your request and provide the appropriate next steps.

13. Important Notice

This policy applies to purchases made through Velura and is intended to explain our standard refund, replacement, and return procedures.

Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.

Read in detail:

For more details, please refer to our Return and Refund Policy: https://cjdropshipping.com/dispute-policy.html

For instructions on how to return a product: https://www.cjdropshipping.com/article-details/173