Refund policy
REFUND & RETURN POLICY
At VELLURA, we want you to be completely satisfied with your purchase. If you are not fully satisfied, you may request a return within 30 days of receiving your order.
RETURN ELIGIBILITY
To be eligible for a return:
• The item must be unused, unworn, and in the same condition as received.
• The item must be returned in its original packaging.
• All tags, labels, and accessories must be included.
• Proof of purchase or order confirmation must be provided.
Items returned without prior authorization may not be accepted.
HOW TO REQUEST A RETURN
To initiate a return, please contact us at:
Email: support@myvellura.be
Please include:
• Your order number
• Your full name
• The reason for the return
• Photos if the item is damaged or defective
If your return request is approved, we will provide instructions on how and where to send your package.
Return Address:
[INSERT RETURN ADDRESS]
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order upon delivery.
If your item arrives damaged, defective, or incorrect, contact us within 48 hours of delivery at support@myvellura.be and include photographs of the issue. We will review the case and work with you to provide an appropriate solution.
NON-RETURNABLE ITEMS
The following items cannot be returned:
• Gift cards
• Personalized or custom-made products
• Perishable goods
• Beauty, hygiene, or personal care products that have been opened or used
• Products damaged due to misuse, improper handling, or normal wear and tear
We reserve the right to refuse returns that do not meet the conditions outlined in this policy.
EXCHANGES
We currently do not offer direct exchanges.
If you would like a different item, color, or variation, please return the original item and place a new order once the return has been approved.
EUROPEAN UNION RIGHT OF WITHDRAWAL
If your order is delivered within the European Union, you have the legal right to cancel or return your order within 14 days of receiving it without providing a reason.
To qualify, the item must be returned unused, in its original condition, with all packaging and proof of purchase included.
This statutory right is in addition to our voluntary 30-day return policy.
REFUNDS
Once your return has been received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please note that banks, credit card providers, and payment processors may require additional time to process and post the refund.
If more than 15 business days have passed since your refund was approved and you have not received your funds, please contact us at:
RETURN SHIPPING COSTS
Customers are responsible for return shipping costs unless:
• The item arrived damaged or defective.
• The wrong item was delivered.
• The return is required due to our error.
Original shipping charges are non-refundable unless required by applicable law.
CONTACT INFORMATION
VELLURA
Email: support@myvellura.be
Belgium