退款政策

Last updated: April 26, 2026

At VELMORA, we want you to love every product you receive. If you are not completely satisfied with your purchase, we are here to help. This Return and Refund Policy explains how returns, exchanges, and refunds are handled.

1. Return Window

You may request a return within 30 days of the delivery date. Items must be returned in their original condition: unused, unopened, and in the original packaging with all tags and seals intact.

2. Eligibility for Returns

To be eligible for a return, items must meet the following conditions:

The item must be unused and in the same condition that you received it.
The item must be in its original packaging, with all seals and tags intact.
You must provide the original order number or proof of purchase.

3. Non-Returnable Items

For health and hygiene reasons, the following items cannot be returned once opened or used:

Opened or used skincare, makeup, fragrance, or personal care products.
Items marked as final sale or clearance.
Gift cards.
Free gifts or promotional items.

Defective or damaged items are exempt from this restriction—see Section 6 below.

4. How to Start a Return

To initiate a return, please email us at support@velmoranewyork.com with:

Your order number
The item(s) you wish to return
The reason for the return
Photos of the product (if defective or damaged)

Our customer service team will review your request and, if approved, send you return instructions and a return shipping address. Please do not send products back without first receiving return authorization—unauthorized returns will not be accepted.

5. Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item, defective, or damaged product). We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.

6. Damaged, Defective, or Wrong Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@velmoranewyork.com with photos of the issue. We will arrange a replacement or full refund (including shipping costs) at no charge to you.

7. Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved:

Refunds will be issued to the original payment method.
Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.
Original shipping fees are non-refundable, except in cases where the return is due to our error.

8. Exchanges

We replace items only if they are defective, damaged, or you received the wrong item. If you would like to exchange for a different product, please return the original item for a refund and place a new order.

9. Late or Missing Refunds

If you have not received a refund after 10 business days, please:

Check your bank account again.
Contact your credit card company—it may take some time before the refund is officially posted.
Contact your bank, as there may be processing time before a refund is posted.
If you have done all of the above and still have not received your refund, please contact us at support@velmoranewyork.com.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible. Orders that have already been shipped cannot be cancelled but may be returned in accordance with this policy once received.