Refund policy
Return and Refund Policy
We want you to be satisfied with your purchase. If you are not completely satisfied with your order, you may have the right to cancel your purchase and return the item in accordance with the applicable consumer protection laws.
Right of Withdrawal
If you are a consumer in the European Union, you generally have the right to withdraw from your purchase within 14 days without giving any reason.
The withdrawal period expires 14 days after the day on which you, or a third party designated by you who is not the carrier, receive the goods.
To exercise your right of withdrawal, please contact us at:
Email: thevelorahubq@gmail.com
Please include your order number and clearly state that you wish to withdraw from your purchase.
After exercising your right of withdrawal, you must return the goods to us without undue delay and no later than 14 days after informing us of your withdrawal.
You are only responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Voluntary 30-Day Return Policy
In addition to your statutory right of withdrawal, we offer a voluntary 30-day return policy.
Under this voluntary policy, you may request a return within 30 days of receiving your order.
For a voluntary return, the item should be unused, in its original condition and, where possible, in its original packaging.
To request a voluntary return, please contact us at:
Please do not send an item back before contacting us and receiving return instructions.
Damaged, Defective or Incorrect Items
Please inspect your order after receiving it. If your item arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible at:
Please provide your order number and, where applicable, photographs showing the problem. We will review the issue and provide an appropriate solution in accordance with your statutory consumer rights.
Non-Returnable Items
Certain goods may be excluded from the right of withdrawal where permitted by applicable law. This may include goods that are made to your specifications or clearly personalized, goods that are liable to deteriorate or expire rapidly, and sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
Any statutory exceptions to the right of withdrawal apply only where legally permitted.
Exchanges
We do not generally offer direct exchanges. If you would like a different product, you may return the original item in accordance with the applicable return or withdrawal terms and place a new order.
Refunds
Once we have received and inspected your returned item, we will process your refund in accordance with applicable law.
Where you exercise your statutory right of withdrawal, we will refund the payments received from you, including the standard delivery costs, subject to the applicable legal requirements. If you selected a more expensive delivery option than the cheapest standard delivery option we offer, the additional cost does not have to be refunded.
Refunds will normally be made using the same payment method that you used for the original transaction, unless another method has been expressly agreed with you.
If you have any questions about returns or refunds, please contact us at: