Refund policy

Veloura Return & Refund Policy

Effective Date: July 22, 2026

At Veloura, customer satisfaction is important to us. Every order is carefully inspected before dispatch. Due to the personal and hygienic nature of perfumes, our return and refund policy is designed to protect both our customers and our business.

1. Return Eligibility

You may request a return or replacement only if:

  • You received the wrong product.

  • The product arrived damaged, broken, or leaking.

  • The product has a manufacturing defect.

  • The product is incomplete or missing items.

Requests must be made within 24 hours of receiving your order.

2. Conditions for Approval

To qualify for a return or replacement:

  • The perfume must be unused and unopened.

  • The original box, packaging, seals, and accessories must be intact.

  • You must provide your order number or proof of purchase.

  • An unboxing video recorded from the moment the parcel is opened is mandatory for claims regarding damage, leakage, missing items, or incorrect products.

Claims submitted without an unboxing video may be declined.

3. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns or refunds for:

  • Opened or used perfume bottles.

  • Fragrance preference (e.g., you do not like the scent).

  • Products with damaged or removed seals.

  • Products damaged after delivery due to misuse, negligence, or improper storage.

  • Requests made after the stated return period.

4. Exchange Policy

If your return request is approved, Veloura may, at its discretion:

  • Replace the product with the same item.

  • Replace it with an equivalent product (if the original is unavailable).

  • Issue a refund where replacement is not possible.

5. Refund Policy

Approved refunds will be processed after the returned product has been received and inspected.

  • Refunds will be issued through bank transfer, JazzCash, Easypaisa, or the original payment method, where applicable.

  • Refunds are typically processed within 7–14 business days after approval.

  • Original shipping charges are non-refundable, unless the return is due to an error made by Veloura.

6. Return Shipping

  • If Veloura shipped the wrong, defective, or damaged product, we will bear the return shipping cost.

  • For any approved return not caused by our error, the customer is responsible for return shipping charges.

7. Order Cancellation

Orders may be cancelled before dispatch.

Once an order has been shipped, it cannot be cancelled and will be handled according to this Return & Refund Policy.

8. Refused Cash on Delivery (COD) Orders

Customers who refuse to accept a confirmed Cash on Delivery order without a valid reason may have future COD orders restricted or declined.

9. Contact Us

If you need assistance regarding your order, please contact our customer support with:

  • Order Number

  • Full Name

  • Contact Number

  • Clear photos or videos (if applicable)

  • Unboxing video (required for damage or incorrect item claims)

We aim to respond to all support requests as quickly as possible.

Disclaimer: This policy does not limit any rights available to consumers under applicable consumer protection laws in Pakistan. Where the law provides mandatory consumer rights, those rights will apply.