Refund and Return Policy

You may request a return within 14 days of receiving your order.

This policy sits alongside your statutory rights under UAE consumer protection law and does not replace them.

Because Velora is a cosmetic product applied directly to the scalp, we can only accept returns of items that are unopened, unused and still sealed in their original packaging, with the outer box intact.

This restriction exists for hygiene and safety reasons and is standard for cosmetics.

The hygiene restriction above does not apply if something has gone wrong on our side. We will always accept a return, and cover the cost, where:

• the item arrived damaged, leaking or broken;

• the item is faulty or defective;

• you received the wrong item; or

• the item was past, or close to, its expiry date on arrival.

Please contact us within 48 hours of delivery for damaged or incorrect items, with a photograph if possible. It helps us resolve it quickly and take it up with the courier.

Email velora.cosmetics@outlook.com with your order number and what you would like to do. You can also use the contact form on this site — it has a field for your order number.

Please wait for us to confirm before sending anything back. Returns sent without confirmation can go missing and we may not be able to refund them.

We will reply with the return address and instructions.

If the return is because of damage, a defect, or our error, we cover return shipping.

If you simply changed your mind, return shipping is at your own cost, and we recommend a tracked service. We cannot refund items that do not reach us.

Once your return arrives and we have inspected it, we will email you to confirm the outcome.

Approved refunds are issued to the original payment method. We process refunds within 3 working days of approval; your bank or card issuer then typically takes a further 5 to 10 working days to show the money in your account.

Refunds include the price you paid for the returned item. Where you paid a shipping charge, that is refunded too if the return is due to damage, a defect, or our error.

If a discount code was applied to the order, the refund reflects the amount you actually paid.

If your order has not yet been dispatched, contact us and we will cancel it and refund you in full.

Once an order has been handed to the courier we cannot cancel it, but you can still return it under this policy.

Preorders can be cancelled for a full refund at any point before they are dispatched.

We currently sell a single product, so we do not offer exchanges. If you received a damaged or incorrect item, we will send a replacement at no cost to you.

Velora Cosmetics F.Z.E, Velora Cosmetics F.Z.E, B.C. 1307776, Ajman Free Zone C1 Building, Ajman Free Zone, Ajman, United Arab Emirates. Email velora.cosmetics@outlook.com. Support hours Sunday to Thursday, 9:00 AM – 6:00 PM (GST / UTC+4).