Returns & Exchanges
Return and Exchange Policy
At Velura, we want you to be completely satisfied with your purchase. If for any reason you're not happy with your Velura Luna mask, we’re here to help. Please review our return and exchange policy below for all the details.
30-Day Return Policy
We offer a 30-day return policy on all preorders. If you’re not satisfied with your product, you can return it within 30 days of receiving it for a full refund. Here’s how it works:
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Return Process:
- To initiate a return, please contact us at help@velurastore.se with your order number and reason for return.
- We’ll send you instructions for returning your product.
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Condition for Returns:
- The item must be unused and in original condition (unopened packaging, no damage).
- For hygiene reasons, we cannot accept returns of used items.
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Refunds:
- Once we receive the returned item, we’ll process your refund to the original payment method.
- Please allow 5-7 business days for the refund to appear on your account, depending on your bank or payment provider.
Exchanges
We understand that sometimes a different size or style might be needed. While we currently do not offer direct exchanges, you are welcome to return the product following our return policy and place a new order for the correct item.
Damaged or Defective Items
If your Velura Luna mask arrives damaged or defective, we apologize for the inconvenience. Please follow these steps:
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Contact Us:
Email us at help@velurastore.se within 7 days of receiving your product, describing the issue and including photos of any damage or defects. -
Resolution:
We’ll either offer a replacement or a full refund, depending on the situation.
Shipping Costs for Returns
- Return Shipping: The customer is responsible for return shipping costs, except in the case of a damaged or defective product.
- Initial Shipping: We offer free shipping on your initial order, but please note that shipping costs are non-refundable.
Questions?
If you have any questions or concerns regarding returns, exchanges, or your order, feel free to reach out to us at help@velurastore.se. We're here to help and will do our best to resolve any issues as quickly as possible.
