Return Policy
Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Eligibility for Return
To be eligible for a return, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If the item has been damaged by the customer, it will not be eligible for return or refund unless you’ve purchased our Drop Protection Warranty add-on, which covers specific accidental damage scenarios. (Coverage under the warranty is subject to meticulous verification to ensure it meets the outlined terms.)
To start a return, you can contact us at support@veloures.com.
Canada
If your return is accepted and you reside in Canada, we’ll provide you with a return shipping label along with instructions on how and where to send your package.
USA and International
For returns outside of Canada, including the USA, the buyer is responsible for creating their own return label and covering the shipping costs. We will provide instructions on how and where to send your package.
Once we have received the returned item, we will refund an additional $20 CAD to help cover the shipping costs.
You can always contact us for any return questions at support@veloures.com.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item. We will evaluate the issue and make it right.
If you’ve purchased our Drop Protection Warranty, accidental damages may be covered under the warranty terms. However, this protection only applies to certain circumstances, as outlined in the warranty details, and does not cover extensive misuse or neglect. Please contact us for more information about warranty claims.
Exceptions / Non-returnable Items
Certain types of items cannot be returned, including:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Hazardous materials, flammable liquids, or gases
We also do not accept returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
Exchanges
The fastest way to ensure you get what you want is to return the item you have. Once the return is accepted, make a separate purchase for the new item.
European Union 14-Day Cooling Off Period
If the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@veloures.com.
Important Notes on Refunds:
- We do not accept refunds for orders that have not yet been delivered.
- Before placing an order, please ensure you are ordering the correct product and that the shipping address is accurate.
If you have any issues, please contact us at support@veloures.com.