Refund Policy

Refund & Return Policy

Summary: You can return unworn items within 30 days for a refund or exchange. EU customers also have a statutory 14-day right of withdrawal. Refunds are issued to your original payment method once we receive your return.

Last updated: [DATE]. We want you to love what you ordered. If something isn’t right, here’s how returns work.

1. Our 30-day return window

You have 30 days from the delivery date to return items that are unworn, unwashed, and in their original condition with tags attached. We offer a refund or an exchange — your choice.

2. EU right of withdrawal (14 days)

If you are a consumer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your goods, without giving a reason, under the EU Consumer Rights Directive. Our 30-day policy above is offered in addition to and does not limit this statutory right. To withdraw, notify us at hello@velora.com before the 14 days expire; you then have 14 days to send the items back.

3. UK returns

UK consumers have a 14-day cancellation right under the Consumer Contracts Regulations, followed by 14 days to return the goods. Our 30-day policy applies in addition to your statutory rights.

4. How to start a return

Email hello@velora.com with your order number and the items you’d like to return or exchange. We’ll send return instructions and an address within one business day.

5. Refunds

Once we receive and inspect your return, we’ll issue your refund to the original payment method within 5–10 business days. Your bank may take additional time to display it. Original shipping costs are refunded where required by law.

6. Return shipping costs

For change-of-mind returns, you cover the cost of return shipping unless stated otherwise. If an item is faulty, damaged, or incorrect, we cover return shipping and offer a full refund or replacement.

7. Faulty or incorrect items

If your item arrives damaged or you received the wrong product, contact us within 14 days of delivery and we’ll make it right at no cost to you. This does not affect your statutory rights.

8. Non-returnable items

For hygiene reasons, certain items (e.g. pierced jewellery or intimates, where applicable) may not be eligible for return unless faulty. Any exceptions will be marked on the product page.

This document is a draft template and not legal advice. Please review it with a qualified legal professional before publishing.