Velour – Return & Refund Policy

At Velour, we’re committed to providing original products that make you feel your best. If something isn’t right, we’re here to help. Please read our return policy carefully before making a request.

1. Can I Return My Order?

Due to hygiene and safety standards, we do not accept returns or exchanges for used, opened, or unsealed products unless:

  • You received a wrong item

  • The product arrived damaged or defective

  • The product is unused, unopened, and in its original condition

All return requests must be made within 7 days of receiving your delivery.

2. What We Don’t Accept

  • Opened, tested, or used products

  • Items damaged due to customer mishandling

  • Free gifts or samples

  • Products without original packaging

  • Returns requested after 7 days of delivery

3. How to Request a Return or Refund

Please send us a message on Instagram (@velourcosmetics.nepal) or email us at [[email protected]] with:

  • The name & phone number used when placing the order

  • A clear photo or video of the product (in case of damage, defect, or wrong item)

  • A brief description of the issue

Once we’ve reviewed your message, we’ll let you know if the return is approved and how to proceed.

4. What Happens Next?

Once we review your request:

  • If approved, you’ll be offered a replacement, exchange, or full refund

  • If a return is required, it must be sent back within 5 business days of approval

5. Refund Timelines

Refunds are processed within 7–10 business days after we receive and inspect the returned product.

Refunds will be made via the original payment method (or through bank transfer, or eSewa for cash-on-delivery orders).

6. Return Shipping

  • If the return is due to a mistake on our part (wrong or damaged item), we’ll cover return shipping.

  • If the return is due to a customer request (for eligible unopened items), the customer is responsible for return delivery costs.

7. In Line with Nepalese Law

Velour complies with the Consumer Protection Act, 2075 (2018) of Nepal. We take product safety and consumer rights seriously, and are here to resolve any issues quickly and fairly.

Need Help?

📧 Email: [email protected]
📞 Phone: 9767990396
🕘 Support Hours: Sunday – Friday, 10:00 AM to 8:00 PM