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.

The rights below sit alongside your statutory rights in your own country and under UAE consumer protection law. Nothing here removes them.

We cannot accept change-of-mind returns on orders delivered outside the UAE. Return carriage on a cosmetic product costs more than the product itself, and a serum that has crossed a border and come back cannot be resold safely. Please order carefully.

This does not affect faults. If an international order arrives damaged, leaking, faulty, incomplete, or is the wrong item, or if it never arrives at all, we refund or replace it exactly as we would a UAE order. Contact us within 14 days of delivery, or within 30 days of ordering if nothing has arrived.

Shipping charges are not refundable where a delivery fails for reasons outside our control: an incomplete or incorrect address, a recipient the courier cannot reach after its attempts, or a parcel refused on arrival.

Import duties, customs charges and local taxes are set by the destination country, are paid by the recipient, and cannot be refunded by us at any point.

Where a parcel is refused or cannot be delivered and is returned to us, we refund the price of the goods less the return carriage, duties and taxes we incur bringing it back into the UAE. We tell you those amounts before deducting them.

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.

A pre-order can be cancelled for a full refund at any time before it is dispatched, however long it has been held. Email us with your order number and we refund you to the original payment method.

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, 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).