Refund policy

Refund & Returns Policy

At Velora we want you to love your order. This policy does not affect your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

30-day returns

You can return most items within 30 days of receiving them for a full refund. Items must be unused, in their original condition and packaging where possible.

Your legal right to cancel (14 days)

Under the Consumer Contracts Regulations you may cancel your order for any reason within 14 days of receiving your goods, and you then have a further 14 days to send the goods back. Our 30-day window is in addition to, not instead of, this right.

How to return an item

Email waqasashrafstore@gmail.com with your order number and the item(s) you want to return.
We will reply within 24 hours with the return address and instructions.
Pack the item securely and send it back. We recommend a tracked service.

Please do not send items back without contacting us first, as returns may go to a different location from where they were dispatched.

Refunds

We will refund you within 14 days of receiving your return (or of you giving us proof that you sent it back, if that is earlier). Refunds go to your original payment method. For change-of-mind cancellations we refund the item price and standard delivery charge. Return postage is paid by you unless the item is faulty or incorrect. We may make a deduction if an item has lost value because it was handled beyond what was needed to check it.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty, damaged or not as described:

Within 30 days of delivery you are entitled to a full refund.
After 30 days (up to 6 months), we will offer a repair or replacement first, and a refund if that isn't possible or doesn't fix the problem.
We cover return postage for faulty or incorrect items.

Please email us with your order number and a photo of the problem.