Refund policy

Return & Refund Policy

At VELOURA, we are committed to providing high-quality, authentic beauty and personal care products and ensuring a reliable shopping experience for our customers.

Due to the personal and hygienic nature of hair care, body care, skincare, and cosmetic products, certain conditions apply to returns and exchanges. Please review our policy below before submitting a request.

I. General Rules for Returns and Exchanges

• Eligibility Period: Customers may request a return or exchange of an eligible product within 7 days from the date of delivery, subject to the conditions outlined below and applicable laws and regulations in the Kingdom of Saudi Arabia.
• Product Condition: To protect the health and safety of our customers, returned products must be in their original condition, unused, unopened, and factory-sealed, with the original packaging, labels, and accessories, where applicable.
• Opened or Used Products: Due to health, hygiene, and safety considerations, beauty and personal care products that have been opened, used, tested, or had their safety seal removed or broken cannot generally be returned or exchanged, except where the product is defective or otherwise required by applicable law.
• Proof of Purchase: VELOURA may require the order number, receipt, or other proof of purchase before processing a return or exchange request.
• Product Review: All returned products are subject to review by our team to confirm that they meet the return and exchange conditions.

II. Damaged, Defective or Incorrect Products

VELOURA takes responsibility when an incorrect, damaged, or defective product is delivered to a customer.

If you experience an issue with your order:

• Reporting Period: Please contact VELOURA Customer Service within 7 days from the date of delivery.
• Required Information: Please provide your order number, a description of the issue, and clear photographs or other reasonable evidence showing the condition of the product and its packaging.
• Review Process: Our Customer Service team will review the request and may request additional information where necessary.
• Resolution: If the product is confirmed to be damaged, defective, or incorrectly supplied by VELOURA, we may offer a replacement, exchange, or refund, as appropriate and in accordance with applicable law.
• Return Shipping Costs: Where the return is due to an incorrect, damaged, or defective product supplied by VELOURA, VELOURA will cover the applicable return shipping costs.
• Processing Time: Once the returned product is received, the review and return process may take up to 10 business days.

III. Refunds

Once an eligible return has been received, reviewed, and approved, VELOURA will process the applicable refund.

• Refund Method: Approved refunds will generally be issued through the original payment method used to complete the purchase, unless otherwise required or agreed upon.
• Refund Processing: After VELOURA processes the refund, it may take approximately 7 to 14 business days for the amount to appear in your account, depending on your bank, card issuer, or payment service provider.
• Shipping Charges: Original shipping or delivery fees may not be refundable for returns based on a change of mind, except where required by applicable law. If the return results from an error by VELOURA or an eligible damaged, defective, or incorrect product, the applicable shipping costs will be handled by VELOURA.
• Promotional Purchases: Products purchased as part of a promotion, bundle, gift-with-purchase offer, or discount campaign may be subject to the specific terms of that promotion, provided those terms do not limit any rights that cannot be excluded under applicable law.

IV. Products That Cannot Generally Be Returned

For health, hygiene, and safety reasons, the following products may not be eligible for return or exchange once opened, used, tested, or unsealed:

This restriction does not apply where a return, replacement, or refund is required because a product is defective, damaged, incorrectly supplied, or where the customer otherwise has a right under applicable Saudi Arabian law.

V. Order Cancellation

If you wish to cancel an order, please contact VELOURA Customer Service as soon as possible.

Orders that have not yet been shipped may be eligible for cancellation.

If an order has already been shipped, the request will be handled according to this Return & Refund Policy and applicable Saudi Arabian regulations.

Contact Our Customer Service Team

Our Customer Service team is available to assist you with return, exchange, refund, damaged-product, or incorrect-order requests.

When contacting us, please include your order number and a brief explanation of your request so our team can assist you efficiently.

VELOURA Customer Service

Email: info@velourastore.sa