Refund policy

Refund & Return Policy

Thank you for shopping with us! We want to ensure you have a transparent and seamless shopping experience.

1. Right of Withdrawal & Return Window
- Notification Window: You have 14 days after receiving the last item in your order to notify us of your request to return the item(s).
- Return Shipping Window: Once you have notified us, you must send back the items within 14 days of your notification.

2. How to Start a Return
- To initiate a return, please submit your request directly at: https://account.vellureco.store
- Items sent back to us without first submitting a return request via the link above will not be accepted.

3. Return Shipping & Outbound Shipping Refunds
- Return Shipping Costs: Customers are responsible for paying the costs of return shipping.
- Outbound Shipping Refunds: Upon receiving and approving your return, we will refund the cost of standard outbound shipping. Please note that if you selected a premium or express shipping method at checkout, only the standard shipping amount will be refunded.

4. Refunds & Processing Time
- Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
- If approved, your refund (including standard outbound shipping) will be processed to your original method of payment within 5–7 business days.

5. Exemptions & Non-Returnable Items
Certain types of items are exempt from the right of withdrawal and cannot be returned, including:
- Custom-made or personalized products.
- Sealed products that are not suitable for return due to health protection or hygiene reasons, if unsealed after delivery.

6. Order Cancellations & Damaged Items
- Order Cancellations: You may request to cancel your order within 24 hours of placing it for a full refund.
- Damaged or Incorrect Items: Please inspect your order upon receipt and contact us immediately if an item is defective, damaged, or incorrect so we can resolve the issue promptly.