Return and Refund Policy
Last Updated: July 5, 2026
At Velorra, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we are here to help.
1. Return Window
We accept returns within 30 days of delivery.
2. Item Condition Requirements
To be eligible for a return, your item must be in original, resellable condition.
Items must:
- Be unused, unworn, and unaltered
- Be in original condition with all packaging intact
- Be free from cosmetic stains, perfume/cologne odors, or signs of wear
- Include proof of purchase or order confirmation number
Note: Velorra reserves the right to refuse returns that do not meet these requirements after inspection.
3. Return Method & Process
How to Start a Return
To initiate a return request, please contact:
Email: support@velorra.store
Please include:
- Order number
- Customer name
- Reason for return
- Photos (if item is damaged or incorrect)
You must receive return authorization and instructions before shipping items back.
Shipping Method
Returns must be sent by mail to:
Velorra Returns
181 Dairy Rd, Kahului, Hawaii 96732, United States
Unauthorized packages sent without approval may not be accepted.
4. Return Shipping Fees
Customer Remorse Returns
Examples:
- Changed your mind
- Style preference
- Item not as expected (due to natural stone variation)
Customers are responsible for return shipping costs. We strongly recommend using a trackable shipping method. Velorra is not responsible for lost, stolen, or damaged return shipments.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, contact support@velorra.store within 7 days of delivery and provide photo evidence. For verified issues, Velorra will provide a prepaid return shipping label at no cost.
Original shipping fees paid at checkout are non-refundable.
5. Restocking Fees
Restocking Fee: $0.00
Velorra does not charge restocking fees.
6. Refund Processing
Once your return is received and inspected, we will send an email confirmation regarding approval status.
If approved:
- Refunds are issued to your original payment method
- Processing time: 10 business days
- Banks or card providers may require additional time
7. Non-Returnable Items
The following items cannot be returned:
- Final sale products
- Clearance items
- Gift cards
- Products damaged due to misuse or improper care
8. Exchanges and Order Cancellations
Exchanges
Velorra does not currently offer direct exchanges. If you want a different item, please submit a return request (if eligible) and place a new order.
Order Cancellations
Orders may be canceled before shipment. After shipment, orders cannot be canceled and must follow the standard return process. To cancel, email support@velorra.store as soon as possible.
9. Natural Stone Disclaimer
All Velorra jewelry features natural semi-precious stones. Color, pattern, and texture may vary slightly from product photos due to the nature of natural materials. This natural variation is not considered a defect and does not qualify for return under customer remorse.
10. Contact Information
Business Name: Velorra
Business Email: support@velorra.store
Business Hours: 9:00 AM – 6:00 PM EST (Monday – Friday)
Live Chat: Available 24/7
Business Address: 181 Dairy Rd, Kahului, Hawaii 96732, United States