Refund policy
Last updated: October 1, 2026
We want you to be satisfied with your purchase. Please review the following return requirements carefully before sending any item back.
Nothing in this policy limits any mandatory consumer rights that may apply under applicable law.
14-Day Return Window
Eligible items may be returned if a return request is submitted within 14 calendar days of the date the order is delivered.
The return period begins on the date shown as delivered by the applicable shipping carrier.
To request a return, contact us at contact@veloura.moda and include:
- your order number;
- the item(s) you wish to return; and
- the reason for the return.
Please do not send an item back without first receiving return authorization and return instructions from Veloura.
Unauthorized returns, returns sent to an incorrect address, or returns sent using a shipping method different from the one provided by Veloura may be refused or may result in additional charges.
Return Eligibility
To qualify for a return, an item must be:
- unworn and unused;
- in its original condition;
- free from stains, odors, alterations, damage, or signs of wear;
- returned with all original tags, security tags, labels, and attachments intact;
- returned with all original accessories, boxes, dust bags, protective materials, and packaging supplied with the item; and
- securely packaged for return shipment.
All returned items are subject to inspection before a refund is approved.
Where permitted by applicable law, Veloura reserves the right to reduce or refuse a refund if the returned item has been used, damaged, altered, or handled beyond what is reasonably necessary to inspect or try the item.
Non-Returnable and Final Sale Items
Certain products may be non-returnable or designated as Final Sale, where permitted by applicable law.
These may include:
- personalized, customized, or made-to-order products;
- gift cards;
- hygiene-sensitive products once protective seals have been removed;
- items specifically identified as Final Sale before purchase; and
- other products that applicable law permits to be excluded from returns.
A Final Sale designation does not limit any mandatory rights relating to products that are defective, damaged, incorrectly supplied, or materially different from their description.
Sale and Discounted Items
Unless specifically marked Final Sale, discounted merchandise may be returned under the same eligibility requirements as regularly priced merchandise.
How to Start a Return
To request a return, email contact@veloura.moda within the applicable return period.
If your return is approved, Veloura will provide:
- the authorized return address;
- the required shipping method or carrier;
- any applicable return shipping instructions; and
- where available, a prepaid return shipping label.
Do not return merchandise to Veloura's registered business address unless specifically instructed to do so.
Our products may be fulfilled from different locations, and the authorized return destination may differ from the original shipping location.
Return Shipping Costs
For returns due to change of mind, fit, size, preference, or another reason not caused by an error attributable to Veloura, return shipping costs are the responsibility of the customer, except where applicable law requires otherwise.
Where Veloura provides a prepaid return label, the actual cost of the return label may be deducted from the refund.
The applicable return shipping charge may vary depending on the return destination, carrier, package size, shipment value, and customs requirements.
Customers should retain proof of shipment and tracking information until the refund has been completed.
Duties, Tariffs and Import Charges
Where applicable, duties, tariffs, import taxes, customs clearance charges, and other import-related fees may be calculated and collected at checkout. These charges are separate from the merchandise price.
For returns due to change of mind, fit, size, or preference, duties, tariffs, import taxes, customs clearance charges, and other import-related charges that have already been incurred or remitted are non-refundable to the extent permitted by applicable law.
The customer is also responsible for return shipping costs.
These limitations do not apply where the item is confirmed to be defective, damaged upon delivery, incorrectly supplied, or where applicable law requires otherwise.
Import Charges Paid Directly to Third Parties
If duties, import taxes, tariffs, brokerage charges, or other import-related charges were paid directly by the customer to a carrier, customs authority, or other third party, those amounts were not collected by Veloura and cannot be refunded directly by Veloura.
Customers may contact the applicable carrier or customs authority regarding any potential reimbursement that may be available.
Customs Charges on Returns
Customers are responsible for customs duties, brokerage charges, clearance fees, taxes, or similar charges created by the return shipment itself, except where the return results from an error attributable to Veloura or applicable law requires otherwise.
Customers must follow the customs and shipping instructions provided by Veloura.
Failure to follow the provided return instructions may result in additional charges or delays.
Original Shipping Charges
Except where applicable law requires otherwise, original shipping and delivery charges are non-refundable once an order has been shipped.
Where applicable law requires reimbursement of the original standard delivery charge, Veloura will refund the amount required by law.
Any additional amount paid for expedited, express, premium, or upgraded shipping may remain non-refundable to the extent permitted by law.
Refund Amount
For an approved return, the refund will generally consist of the amount actually paid for the eligible returned merchandise, subject to any deductions permitted under this policy and applicable law.
Possible deductions may include:
- prepaid return label costs;
- return shipping charges;
- customs or carrier charges generated by the return;
- non-refundable duties, tariffs, import taxes, customs clearance charges, or similar import-related costs;
- costs resulting from an unauthorized return or incorrect return address; and
- reductions in value caused by use, damage, alteration, missing packaging, missing accessories, or excessive handling, where permitted by law.
Veloura does not separately deduct its ordinary payment-processing or credit-card processing costs from a customer's refund solely because an eligible item has been returned.
Sales Tax
Any sales tax collected by Veloura in connection with refunded merchandise will be handled in accordance with applicable tax laws.
Sales tax should not be confused with duties, tariffs, import taxes, customs charges, or other import-related costs, which may be treated differently under this policy.
Inspection and Refund Approval
Once the returned item reaches the authorized return facility, it will be inspected.
Veloura may reduce or refuse a refund, where permitted by applicable law, if:
- the item has been worn or used;
- original tags or security tags have been removed;
- the item has been washed, altered, repaired, or damaged;
- the item contains stains, odors, makeup, perfume, pet hair, or other signs of use;
- original packaging, boxes, dust bags, accessories, or other supplied components are missing;
- a different product is returned;
- the return was shipped after the applicable return deadline; or
- the return otherwise does not comply with this policy.
If a return is rejected, the customer may be responsible for the cost of shipping the merchandise back to them.
Refund Processing
Approved refunds are issued to the original payment method.
Veloura generally processes approved refunds within 10 business days after the returned merchandise has been received, inspected, and approved.
Your bank, card issuer, or payment provider may require additional time to post the refund to your account.
Where applicable law requires a different refund deadline, Veloura will comply with that requirement.
If more than 15 business days have passed after Veloura confirms that your refund has been issued, please contact contact@veloura.moda.
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as possible after delivery.
If an item arrives damaged, defective, or incorrect, contact us at contact@veloura.moda as soon as possible and preferably within 48 hours of delivery.
Please include:
- your order number;
- a description of the issue;
- clear photographs of the item;
- photographs of the shipping packaging where relevant; and
- photographs of the shipping label where requested.
Please retain all packaging until the issue has been resolved.
The preferred 48-hour notification period helps us investigate shipping and fulfillment issues promptly and does not limit any mandatory legal rights.
If Veloura confirms that the item was damaged upon delivery, defective, or incorrectly supplied, Veloura will provide an appropriate resolution in accordance with applicable law. This may include a replacement, refund, and/or coverage of applicable return shipping costs.
Refused, Unclaimed, and Undeliverable Shipments
Customers are responsible for providing a complete and accurate shipping address and for accepting or collecting their shipments.
If a shipment is:
- refused;
- left unclaimed;
- not collected;
- undeliverable because of an incorrect or incomplete address provided by the customer; or
- returned because the customer fails to comply with reasonable carrier or customs requirements,
the shipment may be returned to the applicable fulfillment facility.
Where permitted by applicable law, actual return shipping charges, customs charges, brokerage fees, handling charges, and other costs resulting from the failed delivery may be deducted from any refund.
Any eligible refund may be processed only after the merchandise has been returned and inspected.
Exchanges
Veloura does not guarantee direct exchanges because product availability may change quickly.
If you would like another size, color, or product, the recommended process is to return the original item and place a new order for the desired item.
The refund for the original order remains subject to this Return & Refund Policy.
Order Cancellations
If you wish to cancel an order, contact us immediately at contact@veloura.moda.
We will attempt to accommodate cancellation requests, but cancellation cannot be guaranteed once the order has entered processing or fulfillment.
If an order has already shipped, it must generally be handled under the return procedures described in this policy.
Mandatory Consumer Rights
This policy establishes Veloura's standard commercial return terms.
Nothing in this policy excludes, restricts, or overrides consumer rights that cannot legally be waived or limited.
Where mandatory law provides rights that are more favorable than the terms of this policy, the applicable mandatory legal requirements will apply.
Contact Us
For return or refund questions:
Veloura / Melivo LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States
Email: contact@veloura.moda
Phone: +1 (331) 329-3663
Important: This is Veloura's registered business address and is not a return address unless Veloura specifically instructs you to return merchandise there.
Always obtain return authorization before sending merchandise back.