Veloura policies
Returns and refunds
Every order is covered by a 30-day money-back guarantee. Use your formula consistently. If it is not right for your skin, tell us and we will make it right.
The 30-day guarantee
If you are not satisfied with a product, email help@velourahq.com within 30 days of delivery with your order number and the product concerned. This applies even if you have opened and used the product. Skincare only works if you actually try it, and we would rather you use it properly than keep the seal on just in case.
How refunds work
Refunds are issued to the original payment method through our payment provider and typically appear within 5 to 10 business days of being processed. We do not require you to ship anything back unless we specifically ask; if we do request a return of unopened items, we provide instructions and cover reasonable return costs.
Bundles and multi-bottle packs
Bundles are covered by the same 30-day guarantee. If a bundle is not right for you, contact us within 30 days of delivery and we will refund it. Where only part of a bundle is affected, we may offer a proportional refund or replacement, whichever resolves it best for you.
Damaged, incorrect, or missing items
If anything arrives damaged, incorrect, or incomplete, email us within 7 days of delivery with a photo of the parcel and product. We will replace it or refund it promptly. Claims made promptly with photos are almost always resolved within one business day.
Subscription renewals
You can cancel a subscription at any time before its next billing date and no further orders will be created. If a renewal order has already been placed and you did not intend it, contact us within 30 days of its delivery; renewal orders are covered by the same guarantee as any other order.
Kosmos membership fees
You can cancel your Kosmos membership at any time and you will not be billed again. If you cancel within 7 days of a monthly charge and have not redeemed a product credit or used member pricing since that charge, email us and we will refund that month's fee.
Fair use
The guarantee exists so you can try Veloura with confidence, and we honor it without hassle. We reserve the right to decline refunds where the guarantee is being abused, for example repeated claims across many orders, bulk purchases, or resale activity. This protects the guarantee for everyone.
A note on chargebacks
If anything is wrong, contact us before disputing a charge with your bank. We resolve almost everything within one business day, and a direct refund will reach you faster than a dispute process.
Questions? Email help@velourahq.com.