Refund policy

Returns & Refund Policy

At Velora Custom, every product is created with care and attention to detail. We want you to feel confident in your purchase, so this policy explains when returns or refunds are possible and when they are not.

Returns for Non-Custom Items

If you have purchased a non-custom (standard) product, you have the right to return it within 14 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in the same condition as received

  • Be returned in its original packaging

  • Show no signs of wear, damage, or alteration

Return shipping costs are the responsibility of the customer, unless the item is faulty or we have made an error with your order.

Custom & Personalised Products

Products made to order or personalised specifically for you are classed as custom items.

These products are produced according to your chosen specifications (such as size, design, colour, or personalised details). Because of their bespoke nature, custom products are not eligible for return or exchange.

Please Review Your Order Carefully

Before placing your order, we strongly recommend double-checking all selected options, including:

  • Product specifications and measurements

  • Custom or personalised details

  • Colours, designs, or text

Once an order is confirmed, changes may not be possible.

Faulty or Incorrect Items

If your order arrives with a manufacturing fault, damage, or an error on our part, please contact us within 7 days of delivery.

When contacting us, include:

  • Your order number

  • Clear photos showing the issue

After reviewing the case, we will offer an appropriate solution, which may include a repair, replacement, or refund where applicable.

How to Contact Us

If you have any questions about returns, refunds, or your order, please get in touch:

📧 Email: Info.veloracustom@gmail.com
📞 Phone: +44 7949 272576

We’re here to help and aim to resolve any issues fairly and promptly.