Refund policy
Return & Refund Policy
VeloraNesty accepts eligible return requests within 30 days of confirmed delivery.
Before You Return an Item
Please contact us first at:
In your message, please provide your order number, the product you would like to return, and the reason for the request.
For damaged, defective, or incorrect merchandise, photos may be requested so we can review the issue properly.
Once your request is accepted, we will email you the return instructions and the appropriate return destination.
Please do not send merchandise back before receiving return instructions from us.
Return Condition
To remain eligible for return, merchandise should generally:
- Be unused and in its original condition
- Include original packaging and accessories
- Be free from customer-caused damage
- Be accompanied by the relevant order information
Items that are incomplete, heavily used, altered, or damaged after delivery may not qualify for a full refund.
Damaged or Incorrect Orders
If your order arrives damaged, defective, incomplete, or different from what you purchased, please email us as soon as reasonably possible.
We will review the information provided and may offer a replacement, refund, or another suitable resolution.
Non-Returnable Products
The following items may not be accepted for return:
- Personalized or custom products
- Opened hygiene or personal-care goods
- Perishable products
- Gift cards
- Products damaged through improper use
- Final-sale merchandise clearly identified before purchase
Return Shipping
For ordinary returns based on customer preference, return shipping costs are generally the responsibility of the customer.
If the return results from an incorrect, damaged, or defective item attributable to us, we will provide further instructions regarding return shipping.
We recommend using a tracked shipping method for returned merchandise.
Refund Processing
After an approved return has been received and inspected, we will notify you of the outcome.
If approved, the refund will be issued to the original payment method, normally within 10 business days.
Banks and payment providers may require additional time to post the refund.
If an approved refund has not appeared after 15 business days, please contact:
Order Changes
If you need to cancel or update an order, contact us promptly.
We will try to assist where possible, but orders that have already entered processing or shipment may no longer be changed.