At Veloura, every product is made specifically for you. Because our items are personalized and created according to your unique specifications, we maintain a return and refund policy designed to balance customer satisfaction with the custom nature of our products.
By placing an order on our website, you agree to the terms outlined below.
Personalized Products
All Veloura products are custom-made and personalized based on the information, photos, text, and selections provided by the customer.
For this reason, we generally do not accept returns or exchanges for:
• Incorrect information submitted by the customer
• Spelling errors provided during checkout
• Customer preference changes after production begins
• Incorrect size, color, or product selections made by the customer
• Orders that arrive after the estimated delivery date but within a reasonable shipping timeframe
Please review your order carefully before completing your purchase.
Damaged, Defective, or Incorrect Items
Your satisfaction is important to us.
If you receive a product that is:
• Damaged during transit
• Defective due to a manufacturing issue
• Significantly different from the approved order details
• Incorrect due to our error
Please contact us within 30 days of delivery.
To help us resolve the issue quickly, please provide:
• Your order number
• A description of the issue
• Clear photographs showing the product and any defects or damage
Once reviewed and approved, we may offer:
• A replacement product
• A partial refund
• A full refund
The appropriate resolution will be determined based on the circumstances of each case.
Lost Packages
If your package is confirmed lost in transit by the shipping carrier, we will work with you to provide an appropriate solution, which may include a replacement or refund.
Customers should contact us if tracking information has not been updated for an extended period or if the package has not arrived within a reasonable timeframe.
Packages Marked as Delivered
If tracking information shows that a package has been delivered to the address provided during checkout, Veloura is not responsible for lost or stolen packages after delivery.
We recommend:
• Checking around the delivery location
• Contacting household members or neighbors
• Contacting the shipping carrier directly
If you need assistance, our support team will do our best to help.
Order Cancellations
Cancellation requests must comply with our Cancellation & Modification Policy.
Orders that have entered production cannot be canceled and are not eligible for refunds unless a manufacturing defect or error is confirmed.
Refund Processing
If a refund is approved, it will be issued to the original payment method used during checkout.
Please allow:
• 3 to 10 business days for the refund to appear, depending on your financial institution and payment provider.
Shipping fees are generally non-refundable unless the refund is the result of our error.
Chargebacks and Payment Disputes
We encourage customers to contact us before opening a payment dispute or chargeback.
Our support team is committed to resolving issues fairly and efficiently.
Filing a chargeback without first contacting us may delay the resolution process.
Contact Us
If you have questions regarding a return, replacement, or refund request, please contact our support team.
Email: support@veloura.com.im
Website: https://veloura.com.im
At Veloura, we are dedicated to creating meaningful personalized keepsakes and ensuring every customer receives the best possible experience.
