Overview
Last updated: August 2026
At Veloura, we carefully check and pack every order before dispatch. Because our products are handmade and some items are customized specifically for our customers, our return and refund policy is designed to keep the process fair for both the customer and Veloura.
1. Damaged or Defective Items
If your item arrives damaged, defective, or significantly different from what you ordered, please contact us within 48 hours of delivery.
Please provide:
- Your order number
- Clear photos of the item
- Photos of the packaging, if it was damaged
- A brief description of the issue
After reviewing the issue, we may offer a replacement, repair, refund, or another appropriate solution.
2. Wrong Item Received
If you receive an item different from the one you ordered, please contact us within 48 hours of delivery.
We will review the order and, where the mistake is confirmed to be ours, arrange an appropriate replacement or refund.
3. Change of Mind / Unwanted Items
We generally do not accept returns simply because a customer has changed their mind or no longer wants the item.
If you have a special circumstance, please contact us before returning anything. We will review the request on a case-by-case basis.
4. Customized and Personalized Orders
Customized, personalized, or made-to-order products are generally not eligible for return or exchange because they are created specifically for the customer.
If a customized item arrives damaged, defective, or materially different from the agreed design, please contact us within 48 hours of delivery with photos and your order details.
5. Handmade Product Variations
Our products are handmade. Small variations in color, shape, size, stitching, texture, or finishing may occur and are part of the handmade nature of our products.
Such minor variations are not considered defects.
6. Return Conditions
If Veloura approves a return, the item must:
- Be unused and in its original condition
- Be returned with its original packaging where applicable
- Include proof of purchase or the relevant order number
- Be securely packaged to prevent damage during return shipping
Do not send an item back without contacting us first and receiving return instructions.
7. Return Shipping
If the return is required because we sent the wrong item or the product arrived damaged or defective, Veloura will provide appropriate instructions regarding the return shipping.
For other approved returns, the customer may be responsible for return shipping costs.
Original shipping charges are generally non-refundable unless the issue was caused by an error on our part.
8. Refunds
Once a returned item is received and inspected, we will notify you whether the refund has been approved.
If approved, the refund will be issued using an appropriate payment method. For bank-transfer or cash-on-delivery orders, we may request the customer’s bank/payment details where necessary to process the refund.
Refund processing time may vary depending on the payment method and financial institution.
9. Exchanges
Exchanges may be offered for items that arrive damaged, defective, or incorrect, subject to product availability.
For customized or personalized items, exchanges are generally not available unless the item is defective, damaged, or materially different from the agreed order.
10. Sale and Promotional Items
Items purchased during a sale or promotional campaign may have specific return or exchange conditions. Any special conditions will be communicated with the relevant promotion or product listing.
11. How to Contact Us
For any return, refund, replacement, or exchange request, please contact Veloura with your order number and relevant photos.
Email: hello@velourabusiness.com
Please do not return an item before contacting us and receiving return instructions.
12. Policy Updates
Veloura may update this Refund and Returns Policy from time to time. The latest version published on this page will apply to future orders.ance. We don’t guarantee that we will receive your returned item.
Need help?
Contact us at hello@velourabusiness.com for questions related to refunds and returns.
Postal Address: House # R-38 Sector D Sadate Amroha Society, Karachi,
Phone:- 03072003330, 021-34430338.