Refund policy

Exchange Policy

At Veloura Skin, we carefully inspect and package every order before dispatch. We offer exchanges only for products that arrive damaged, defective, leaking, expired, or different from the product ordered.

7-Day Exchange Window

Any issue must be reported within 7 days of the delivery date. Requests received after this period may not be eligible for exchange.

Products Eligible for Exchange

An exchange may be approved when:

• The product received is different from the product ordered.
• The product is damaged during delivery.
• The product is leaking when received.
• The product has a manufacturing defect.
• The product is expired at the time of delivery.
• An item is missing from the delivered order.

Evidence Required

To process an exchange request, please provide:

• Your order number
• Your full name and contact number
• Clear photographs or video showing the product and issue
• Photographs of the outer packaging and shipping label, where applicable

We may request additional information before approving an exchange.

No Change-of-Mind Returns

We do not accept returns or exchanges because of:

• Change of mind
• Personal preference
• A product being ordered by mistake
• Selection of an incorrect product or variant by the customer
• Dislike of the product’s fragrance, texture, packaging, or appearance
• A product not providing the customer’s preferred or expected result

Opened or Used Products

Due to hygiene and product-safety considerations, opened or used skincare, cosmetic, and personal-care products cannot be returned or exchanged unless the product was received damaged, defective, expired, leaking, or incorrect.

Skin Sensitivity

Individual skin types and reactions may vary. A product will not normally qualify for exchange solely because it does not suit a customer’s skin or causes personal sensitivity, unless the product is defective, expired, incorrectly labelled, or different from the item ordered.

Customers should review the product ingredients and perform an appropriate patch test before regular use.

Exchange Resolution

Once an exchange request is approved, Veloura Skin may offer:

• A replacement of the same product
• A replacement product of equal value, with the customer’s agreement
• Store credit where the original product is unavailable

Cash refunds are not provided for change-of-mind requests or personal preference. Any remedy required under applicable consumer law will remain available.

Exchange Delivery Charges

If the exchange is approved because Veloura Skin supplied an incorrect, damaged, expired, leaking, or defective product, reasonable exchange delivery charges will be covered by Veloura Skin.

If the issue resulted from incorrect information or an incorrect selection provided by the customer, the request may be declined.

How to Request an Exchange

Contact us within 7 days of delivery:

Phone & WhatsApp:
+92 327 678 1000

Email:
orders@velouraskin.pk

Please do not send a product back without first receiving exchange instructions and approval from our customer service team.

Veloura Skin reserves the right to inspect the information and evidence provided before approving an exchange. This policy does not limit any rights or remedies that cannot legally be excluded under applicable law.