Return & Refund Policy

Return & Refund Policy

Last Updated: September 30, 2026

At Velvuara, we want our customers to have a positive shopping experience.

This Return & Refund Policy explains when a product may be eligible for return, replacement, or refund.

1. Return Period

Customers should contact us within 7 days of receiving their order if they believe the product is defective, damaged, incorrect, or otherwise eligible for return under this policy.

Nothing in this policy is intended to limit any mandatory consumer rights under applicable UAE law.

2. Eligible Returns

A product may be eligible for return if:

  • The wrong product was delivered

  • The product arrived damaged

  • The product has a manufacturing defect

  • The product is materially different from the product ordered

The product should generally be unused and returned with its original packaging, accessories, and tags where applicable.

3. Non-Returnable Products

For hygiene, safety, or product-protection reasons, certain products may not be eligible for return once opened or used, where permitted by applicable law.

Examples may include:

  • Opened perfumes or personal-care products

  • Used jewellery

  • Used watches

  • Used grooming products

  • Products damaged through customer misuse

Specific product restrictions may be stated on the relevant product page.

4. Change of Mind

If you simply change your mind after receiving a product, return eligibility may depend on the product type, condition, applicable law, and the individual product's stated return conditions.

Please contact us before sending anything back.

5. Damaged Products

If your product arrives damaged:

  1. Contact us as soon as possible.

  2. Provide your order number.

  3. Provide clear photographs of the product and packaging.

  4. Where requested, provide a short video showing the issue.

Our team will review the case and determine the appropriate solution.

6. Wrong Product

If you receive a product different from what you ordered, contact us with your order details and photographs.

Where the error is confirmed, we may arrange a replacement or another appropriate resolution.

7. Refunds

Where a refund is approved, the refund method and timing may depend on the original payment method.

For Cash on Delivery orders, we may request appropriate bank or payment details where a refund is required.

Refund processing times may vary depending on the payment provider or financial institution.

8. Exchanges

Where stock is available, an eligible product may be exchanged for another product.

If the replacement product has a different price, the difference may need to be paid or refunded as applicable.

9. Return Shipping

Where the return is due to a confirmed defective, damaged, or incorrect product, Velvuara may arrange or cover reasonable return delivery costs where applicable.

For other eligible returns, return shipping charges may apply.

10. Products Damaged Through Misuse

Returns may be rejected where damage resulted from:

  • Incorrect use

  • Accidental damage

  • Improper storage

  • Water or liquid damage where the product is not waterproof

  • Unauthorized modification

  • Normal wear and tear

  • Failure to follow product instructions

11. How to Request a Return

Contact us with:

  • Order number

  • Customer name

  • Phone number

  • Product name

  • Reason for return

  • Photographs/video where relevant

Contact:

Email: [Your Email]

WhatsApp: [Your UAE Contact Number]

Please do not send a product back without first contacting us and receiving return instructions.

12. Legal Rights

This policy does not remove or restrict any mandatory rights available to consumers under applicable UAE law.

13. Contact

VELVAURA

Email: velvauraofficial@gmail.com

Website: velvaura.store

United Arab Emirates