Refund policy
At Vellora, we want you to have a positive shopping experience. If there is a problem with your order, please contact us so we can review the issue and help resolve it.
1. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact us within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Clear photos or videos showing the problem
- Photos of the product packaging when applicable
After reviewing your request, Vellora may offer a replacement, refund, or another appropriate resolution.
2. Returns
Eligible products may be returned within 30 days of delivery.
Items must generally be:
- Unused
- In their original condition
- In the original packaging, when applicable
- Free from damage caused by the customer
Because Vellora uses third-party fulfillment and dropshipping services, return requirements may vary depending on the product and supplier.
Please do not send a return to any address without contacting Vellora first.
After reviewing your return request, we will provide the appropriate return instructions and address when a return is required.
3. Return Shipping
If the return is required because:
- The wrong item was sent
- The item arrived damaged
- The item is defective
- The order was affected by an error on our part
Vellora will review the situation and determine the appropriate return-shipping solution.
For returns due to reasons such as ordering the wrong size, changing your mind, or no longer wanting the item, the customer may be responsible for return shipping costs.
4. Refunds
Once an approved return is received and inspected, we will notify you regarding the status of your refund.
If approved, the refund will be issued to the original payment method.
Depending on your bank or payment provider, it may take additional business days for the refund to appear in your account.
5. Refunds Without a Return
In certain situations, Vellora may issue a refund or replacement without requiring the product to be returned.
This decision is made on a case-by-case basis and may depend on the condition of the product, the reason for the request, and the applicable supplier’s requirements.
6. Order Cancellations
If you need to cancel an order, contact Vellora as soon as possible after placing the order.
Because orders may be automatically processed for fulfillment, we cannot guarantee that a cancellation will be possible after an order has entered processing or shipping.
If the order has already shipped, you may need to follow the applicable return procedure instead.
7. Lost or Missing Packages
If your tracking information indicates that your package was delivered but you cannot locate it, please contact us as soon as possible.
We may request that you check with household members, neighbors, the delivery carrier, or the shipping location before we investigate further.
If a package is confirmed to be lost in transit, Vellora will review the situation and determine the appropriate resolution.
8. Non-Returnable Products
Certain products may not be eligible for return because of hygiene, safety, personalization, or other product-specific restrictions.
Any applicable restrictions may be identified on the product page or communicated during the return process.
9. Exchanges
We may offer an exchange or replacement for damaged, defective, or incorrectly shipped products when appropriate.
Availability of replacement products may depend on inventory.
10. Return Address
Do not send products to Vellora’s business address unless specifically instructed to do so.
Because Vellora uses Zendrop and third-party suppliers for fulfillment, the appropriate return location may vary by product and supplier.
Customers must contact Vellora before returning an item so that we can provide the correct return instructions.
11. Contact Us
If you have questions about a return, refund, replacement, or order issue, please contact Vellora through the customer support contact information provided on our website.
Please include your order number whenever contacting us about an existing order so that we can assist you more efficiently.
Vellora reserves the right to review return and refund requests individually and apply this policy consistently with applicable consumer-protection laws