Return & Refund Policy

At Vellmora, customer satisfaction is important to us. If you experience an issue with your purchase, please review our Return & Refund Policy below to understand how returns, exchanges, and refunds are handled.

1. Return Eligibility

You may request a return within 14 days of receiving your order, subject to applicable law and the conditions below.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item should be returned with its original packaging, accessories, and included items, where applicable.

  • You must provide your order number or proof of purchase.

  • You must contact us before sending an item back to receive return instructions.

Some products may not be eligible for return due to hygiene, safety, personalization, or other lawful restrictions. Any applicable exclusions will be communicated in accordance with applicable law.

Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.

2. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If you receive a damaged, defective, or incorrect item, contact us as soon as possible at velmora515@gmail.com.

Please include:

  • Your order number.

  • A brief description of the issue.

  • Clear photos or videos showing the item and the problem, if available.

We will review your request and explain the next steps. Depending on the circumstances and applicable law, we may offer a replacement, return, refund, or another appropriate resolution.

3. How to Request a Return

To request a return:

  1. Email velmora515@gmail.com with the subject line “Return Request.”

  2. Include your order number and the reason for your request.

  3. Wait for our team to provide instructions and confirm the return process.

  4. If a return is approved, follow the instructions provided.

Please do not send products to an address without receiving return instructions from our team.

4. Return Shipping Costs

Return shipping costs depend on the reason for the return and applicable law.

  • Damaged, defective, or incorrect items: We will explain the appropriate return or resolution arrangements in accordance with applicable law.

  • Change of mind or other eligible personal-preference returns: You may be responsible for return shipping costs where permitted by law and where this has been clearly communicated.

Original shipping charges, customs duties, and other fees will be handled in accordance with applicable law and the circumstances of the order.

5. Refunds

Once we receive and inspect a returned item, or otherwise verify your claim where a physical return is not required, we will notify you of the outcome.

If your refund is approved, it will generally be issued to your original payment method unless another method is agreed upon or required by law.

Processing times may vary depending on your payment provider or bank. We will communicate any relevant information about the refund process.

Where a refund is legally required, it will be handled within the applicable legal timeframe.

6. Exchanges and Replacements

If you receive a damaged, defective, or incorrect item, please contact us to discuss an appropriate resolution.

Exchanges or replacements are subject to product availability and applicable law. If a replacement is unavailable, we will discuss the available options with you.

7. Order Cancellations

If you need to cancel an order, contact us as soon as possible at velmora515@gmail.com.

We cannot guarantee cancellation once an order has been processed, dispatched, or handed to a delivery partner. If cancellation is no longer possible, you may contact us to discuss the options available under this policy and applicable law.

8. Missing or Delayed Orders

If your order has not arrived within the expected delivery timeframe, please email us with your order number.

We will review the available tracking information and help you understand the next steps. If an order is confirmed lost or undelivered, any refund or replacement will be handled in accordance with applicable law and the circumstances of the order.

9. Contact Us

If you have questions about returns, refunds, exchanges, or cancellations, please contact our customer support team:

Store Name: Vellmora
Email: velmora515@gmail.com

Please include your order number so we can assist you more efficiently.

Thank you for shopping with Vellmora.

Vellmora — Shop with Confidence.