Return & Refund Policy

Last updated: October 2026

At Velora, we want you to be satisfied with your purchase. If there is an issue with your order, please contact our customer care team so we can help resolve it.

1. Damaged or Incorrect Items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of the item and packaging

Once we review your request, we may offer a replacement, store credit, or refund, depending on the circumstances.

2. Change of Mind

Because our products are skincare products intended for use around the eyes, we generally cannot accept returns of products that have been opened, used, or tested for hygiene and safety reasons.

If your product is unused, unopened, and in its original packaging, please contact us within 7 days of delivery to request a return.

The customer may be responsible for return shipping costs for change-of-mind returns.

3. Refunds

Once an approved return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will be processed to the original payment method where possible.

Please allow reasonable processing time for the refund to reflect in your account, depending on your payment provider or bank.

4. Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns for:

• Opened or used skincare products
• Products that have been damaged after delivery due to customer handling
• Products without their original packaging
• Products returned after the applicable return period

5. Missing or Incorrect Orders

If you receive an incorrect item or your order appears to be missing an item, please contact us as soon as possible.

We will investigate the order and work with you to resolve the issue.

6. How to Request a Return or Refund

To request a return or refund, please contact our customer care team with:

Order number:
Full name:
Reason for request:
Photos/videos (if applicable):

Please do not send an item back before receiving instructions from our customer care team.

7. Important Information

Velora reserves the right to assess each return or refund request individually. This policy does not remove or limit any rights you may have under applicable South African consumer protection laws.

For questions regarding returns or refunds, please contact our customer care team through the contact details provided on our website.

Velora
Simple care. Everyday confidence.