Refund policy

1. Overview

Thank you for shopping with us. We want you to be happy with your purchase. If you are not satisfied, we are here to help. This policy applies to all orders within the United Arab Emirates.

2. Eligibility for Returns

You may request a return if:

• The item is unused, in original condition, and in original packaging
• The request is made within 7 days of receiving your order
• You have proof of purchase (order number, email confirmation)
• Non-returnable items include:
• Opened or used skincare, cosmetics, or personal care items
• Items marked as Final Sale
• Gift cards, downloadable or digital items
• Any product damaged due to customer mishandling

3. Damaged or Wrong Item

If you received:

• A damaged item
• A defective product
• The wrong item

Please contact us within 48 hours of delivery with photos/videos.
We will arrange a free replacement or full refund, depending on availability.

4. Return Process

Email us at info@veloraenterprise.com with:

• Order number
• Reason for return
• Photos/videos (if applicable)

Our team will review your request within 1–2 working days.

Once approved, we will arrange courier pickup or guide you on how to return the item.

Note: Return shipping costs may apply unless the item is damaged/incorrect.

5. Refunds

Once we receive and inspect your item, we will process your refund.

Refunds can be issued as:

• Original payment method (bank card, etc.)
• Store credit / voucher
• Refunds to cards may take 7–14 business days depending on your bank.

Shipping fees are non-refundable, unless the return is due to our error.

6. Exchanges

Exchanges are subject to product availability.
If the item is unavailable, we can issue a refund or store credit.

7. Order Cancellation

You may cancel your order before it is shipped for a full refund.
Once shipped, the return policy applies.

8. Contact Us

If you have any questions about returns or refunds, please feel free to contact us.