Refund policy

Last updated: 16 September 2026

At VELORA Beauty, we want you to feel confident when shopping with us. This Return and Refund Policy explains how cancellations, returns, replacements and refunds are handled.

Store operator and payment recipient

VELORA Beauty is operated by:

Arthur Brown
47 Merryland St
Glasgow G51 2QG
United Kingdom

Payments made through our online store are received and processed on behalf of VELORA Beauty by Arthur Brown in the United Kingdom.

Email: support@velorabeauty.com

30-day return policy

We offer a 30-day return period. You may request a return within 30 calendar days after receiving your order.

To qualify for a voluntary return, the product must be:

Unused and in its original condition;
Complete with all accessories, instructions and packaging;
In its original sealed hygiene packaging, where applicable;
Accompanied by proof of purchase.

Please contact us at support@velorabeauty.com before sending a return. Include your order number, the product you wish to return and the reason for the request.

Do not send products back without contacting us first. Contacting us helps ensure that your return is sent to the correct address and processed without unnecessary delay. This requirement does not limit any mandatory rights available to you under applicable law.

UK right to cancel

If you are a consumer in the United Kingdom, you normally have the right to cancel an online purchase without giving a reason.

You must notify us of your decision to cancel within 14 calendar days after receiving the goods. After notifying us, you must return the goods within a further 14 calendar days.

You may inspect the product as you would in a physical shop. However, we may reduce the refund where handling beyond what is reasonably necessary has diminished the product’s value.

The statutory cancellation right may not apply to sealed products that are not suitable for return for health-protection or hygiene reasons once the seal has been broken.

These provisions do not affect your rights when a product is faulty, damaged, unsafe or not as described.

Hygiene-sensitive products

Scalp-care, facial-care and personal beauty devices come into direct contact with the skin or hair. For health and hygiene reasons, an opened or used product may not qualify for a change-of-mind return where:

A protective or hygiene seal has been removed or broken;
The product has been used on the body, scalp, face or hair;
The product contains visible residue or signs of use;
Returning the product would create a hygiene or safety risk.

This exception does not apply where the product is faulty, damaged, unsafe, incorrectly supplied or not as described.

Faulty, damaged or incorrect products

Please inspect your order as soon as it arrives.

If an item is faulty, damaged in transit, not as described or different from the product ordered, contact support@velorabeauty.com and provide:

Your order number;
A description of the issue;
Clear photographs or video showing the product, packaging and damage where appropriate.

Where the issue is confirmed, we will provide an appropriate remedy in accordance with applicable law. This may include a replacement, repair, full refund or partial refund.

For confirmed faulty, damaged or incorrectly supplied products, VELORA Beauty will cover reasonable return costs or provide suitable return instructions.

UK consumers may have a short-term right to reject faulty goods within 30 days, in addition to further rights to repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

Change-of-mind return costs

Unless applicable law requires otherwise, customers are responsible for return shipping costs when returning an eligible product because they have changed their mind.

We recommend using a tracked shipping service and retaining the receipt and tracking number. We cannot be responsible for a return parcel until it reaches the return address.

Original shipping charges are generally non-refundable for voluntary returns outside mandatory cancellation rights.

For eligible UK statutory cancellations, we will also refund the basic standard delivery charge. Additional amounts paid for express, priority or another enhanced delivery method are not refundable beyond the cost of standard delivery.

Return address

After contacting us and receiving return instructions, eligible returns should be sent to:

VELORA Beauty
Attn: Arthur Brown
47 Merryland St
Glasgow G51 2QG
United Kingdom

The customer is responsible for completing any customs declaration accurately. Please mark an international return as “Returned Goods” where legally permitted. VELORA Beauty is not responsible for customs charges caused by an incorrectly completed declaration.

Refunds

We will notify you after receiving and inspecting your return.

If the refund is approved, it will be issued to the original payment method. We do not normally issue refunds to a different card, account or payment method.

For eligible UK cancellations, refunds will be processed without undue delay and within the period required by applicable law. We may withhold the refund until we receive the returned goods or evidence that they have been sent back.

After we issue a refund, your bank, card issuer or payment provider may require additional time to credit the funds to your account. This commonly takes between 5 and 10 business days, but processing times are controlled by the payment provider.

If more than 15 business days have passed since we confirmed your refund, please contact support@velorabeauty.com.

Exchanges

The quickest way to obtain another colour or product is to return the original eligible item and place a new order after the return has been approved.

If you received a faulty, damaged or incorrect product, contact us before placing another order so that we can arrange an appropriate replacement or refund.

Order cancellations and address changes

Contact support@velorabeauty.com as soon as possible if you need to cancel an order or change the delivery address.

We cannot guarantee that an order can be changed or cancelled after it has entered processing or has been dispatched. If the order has already shipped, the applicable return procedure will apply.

Non-returnable items

Unless faulty or otherwise required by law, we cannot accept returns of:

Used personal-care or beauty devices;
Products with broken hygiene or protective seals;
Gift cards;
Personalised or custom-made products;
Items returned without essential parts or accessories;
Products damaged through misuse, accidental damage or unauthorised repair;
Items identified as final sale where such a restriction is legally permitted.

Sale items have the same statutory rights as full-price items where they are faulty, damaged or not as described.

International orders

We sell and ship to customers worldwide.

Customers outside the United Kingdom may have additional mandatory consumer rights under the laws of their country or region. Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded.

Unless the item is faulty, damaged, incorrect or applicable law requires otherwise, international customers are responsible for return shipping, customs documentation and any related return costs.

Original import duties, customs charges and local taxes may not be refundable by VELORA Beauty because they may have been collected by a government authority or delivery provider. Customers should contact the relevant authority regarding possible reimbursement.