Returns and Refunds
Damaged or Defective Items
We only offer refunds or replacements for items that are functionally damaged or defective upon arrival. To be eligible, you must email info@velaurea.com within 48 hours of delivery and provide:
- Your order number
- Clear photos or videos of the item and its packaging
Our team will assess your request. If approved, we’ll send a replacement or process a refund depending on availability and condition.
Important
Cosmetic or packaging damage is not eligible for a refund if the product is still in good working condition. We understand that shipping can sometimes cause external packaging wear, but this does not affect the use or value of the product.
Refunds will not be granted for:
- Damaged packaging with fully working product
- Change of mind after shipping
- Delays due to customs or shipping carriers
- Normal wear and tear or misuse
- Claims made after 48 hours of delivery
- Claims without proof of product issue
In some cases, we may require return of the item before a refund or replacement is issued. If the customer refuses to return the item when requested, we reserve the right to decline the refund.
Order Cancellations
Orders may be cancelled within 12 hours of purchase. After that, they are processed and cannot be cancelled.
Refund Timeline
Approved refunds will be issued to your original payment method within 5 to 10 business days, depending on your bank or provider.
Need Help
For all order or refund inquiries, please contact us at info@velaurea.com. We respond within 24 to 48 business hours, Monday to Friday.