Veloura policies
Terms of service
The practical terms that apply when you use this site or place an order. Written to be read, not skimmed past.
Using the site
By using this site or placing an order you agree to these terms. You must be at least 18, or the age of majority where you live, to place an order. You agree to provide accurate contact and delivery information; we cannot deliver to an address we were never given correctly.
Products and skin safety
Our products are cosmetics for external use. Patch test new formulas on a small area first, follow the usage directions on each product page, and discontinue use if irritation occurs. Nothing on this site is medical advice, and skincare results vary from person to person. If you have a skin condition or are unsure, ask a qualified professional before use.
Product claims
Usage statistics and testing results shown on this site come from real testing of the same formulas we sell, conducted through our manufacturing partners' programs. They describe reported experiences from those tests, not a promise of identical results for every person.
Orders and acceptance
An order is accepted when payment is confirmed. We may cancel and fully refund an order affected by an inventory problem, an obvious pricing or description error, a delivery restriction, or our fraud-prevention checks. If we cancel your order, we tell you and the refund is complete, not store credit.
Pricing, coupons, and promotions
Prices can change over time, but the price you pay is always the price shown at your checkout. Discount codes apply one per order unless a promotion explicitly says otherwise, and promotional codes and offers can be modified or ended for future orders at any time. Every discount shown on this site is a real, working discount; we do not use fake countdowns or invented markdowns.
Rewards points
Veloura Points are a loyalty benefit, not money. You earn one point per dollar on every paid order, including subscription renewals; accounts at the Pearl tier (500+ lifetime points) earn 1.5 times points on orders and accounts at the Velvet tier (1,500+ lifetime points) earn 2 times, applied when the order is paid. You also earn 25 points for each product review submitted from a verified order (one review per product per order, a fixed amount at every tier, and the points are the same whatever rating you give). Points can be redeemed on your orders page for the rewards listed on the rewards page: a single-use discount code tied to your email, or a free full-size product shipped to your most recent delivery address. Codes never expire, follow the one-discount-per-order rule, and points come off your balance at the moment you redeem; redeemed points are not restored if a code goes unused or an order is later refunded. Points have no cash value, cannot be transferred or sold, and the program's earning rates and benefits may change prospectively with notice on the site. Points already earned will never be reduced retroactively as part of a program change.
The guarantee
Every order is covered by the 30-day money-back guarantee described in our Returns and refunds policy, which is part of these terms.
Acceptable use
You agree not to abuse the site: no scraping at scale, no attempting to bypass security or rate limits, no fraudulent orders or payment methods, and no abusing promotions, referral mechanics, or the guarantee. We may refuse service where abuse is clear.
Our content
The Veloura name, branding, product copy, photography, and site design are our intellectual property or used with permission. You may not reuse them commercially without written consent.
Liability
To the fullest extent permitted by law, our total liability for any claim connected to an order is limited to the amount you paid for the products in that order, and we are not liable for indirect or consequential losses. Nothing in these terms limits liability that cannot lawfully be limited, and some jurisdictions do not allow certain limits, in which case those limits apply only to the extent permitted.
Disputes
If something goes wrong, contact help@velourahq.com first; nearly every issue is resolved within one business day, and our guarantee usually makes formal disputes unnecessary. These terms are governed by the laws of the State of New Mexico, United States, without regard to conflict of law rules.
Changes to these terms
We may update these terms for future orders. The terms in force when you place an order are the ones that apply to it.
Questions? Email help@velourahq.com.