Money-Back Guarantee Coverage

You may qualify for a refund or replacement only if one of the following conditions is met.

1) 30-Day Money-Back Guarantee (If You Simply Do Not Like It)

We want you to feel confident trying Veloura. If you receive your order and decide you do not like the product for any reason, you may request a refund within 30 days of delivery under the terms below.

To qualify

  • You must contact us within 30 days of the delivery date.

  • You must provide your order number.

  • You must follow the return instructions we provide (if a return is required).

Return requirement

  • In most cases, we do require a return for “do not like it” refund requests.

  • If a return is required, the item must be returned in reasonable condition. Normal “trial use” is fine, but the item cannot be intentionally damaged, missing major parts, or heavily worn beyond reasonable testing.

  • We may waive the return requirement in rare cases at our discretion. If we waive it, you will not need to ship the item back.

Return shipping costs

  • For “do not like it” returns, the customer is responsible for return shipping (unless we explicitly state otherwise in writing).

What you get refunded

  • Refunds apply to the product price paid (after discounts).

  • Original shipping fees are not refundable (if charged at checkout).

  • Taxes are refunded where required by law.

Abuse and repeat refunds

Veloura reserves the right to limit or deny the 30-day guarantee in cases of suspected abuse, excessive repeat refund activity, or fraud.

2) Defective, Damaged, or Broken Items

If your product arrives defective, broken, or damaged, we will make it right.

To qualify

  • Contact us within 30 days of delivery

  • Provide clear photo or video evidence showing the defect or damage

  • Include your order number

Outcome

Once verified, Veloura will provide either:

  • A replacement, or

  • A full refund
    (Decision is at our discretion based on the issue and inventory availability.)

Veloura may deny claims that lack sufficient evidence or show signs of misuse, tampering, or damage not related to transit or manufacturing defects.

3) Order Never Arrived

If your order never arrives, you may qualify for a refund or reshipment under the conditions below.

To qualify

  • Tracking must show the package as lost, undelivered, or returned, or

  • You must provide written confirmation from the shipping carrier confirming non-delivery

  • Claims must be submitted within 30 days after the expected delivery date

Once verified, a refund or reshipment will be issued at our discretion.

4) What Is NOT Covered

Refunds or replacements will not be issued for:

  • Incorrect or incomplete shipping address provided at checkout

  • Carrier delays once the order is in transit

  • Orders marked as delivered by the carrier (unless you can provide carrier documentation supporting non-delivery)

  • Minor cosmetic variations or packaging differences that do not affect function

  • Normal wear and tear beyond reasonable trial use

  • Damage caused by misuse, abuse, modification, or improper storage/handling

Note: “Simply not liking the product” IS covered only under Section 1, and only within 30 days of delivery.

5) How to Request a Refund or Replacement

To request help, contact support and include:

  • Order number

  • Brief description of the issue or reason for the request

  • Photo/video evidence (required for defective/damaged claims)

We will respond with next steps and, if applicable, return instructions.

Unauthorized returns will not be accepted.

6) Restocking and Refund Adjustments

  • No restocking fee applies to approved “do not like it” returns that are received in reasonable condition.

  • If an approved return arrives in unacceptable condition (missing key components, heavy wear beyond reasonable trial use, signs of tampering, or intentional damage), Veloura may reduce the refund by up to 20% to cover inspection, handling, and loss in value, or deny the refund if the condition is extreme.

No restocking or handling deductions apply to verified defective items, transit damage, or confirmed non-delivery claims.

7) Order Cancellations

Orders cannot be canceled once they have entered processing. Please review your order details carefully before completing checkout.

8) Chargebacks and Disputes

We strongly encourage customers to contact us before filing a chargeback or dispute so we can resolve the issue quickly.

Filing a chargeback without contacting us first, or submitting false, exaggerated, or fraudulent claims, may result in:

  • Denial of the refund request

  • Evidence submission to the payment processor

  • Permanent refusal of service

9) Policy Agreement

By placing an order with Veloura, you acknowledge and agree to this Money-Back Guarantee, Returns, and Refunds Policy.