Return and Exchange Policy

At VELOUR, your complete satisfaction with every purchase is important to us. If a product doesn't meet your expectations, please review our Return and Exchange Policy below.

Return Period

You may request a return or exchange within 14 days of receiving your order.

Conditions for Accepting Returns

To be eligible for a return or exchange, the following conditions must be met:

  • The product must be in its original condition, unused, and unopened
  • The original packaging must be intact and undamaged
  • Proof of purchase (invoice or order number) must be included
  • The product must not be among the excluded items listed below

Non-Returnable Products

For health and safety reasons, the following products cannot be returned or exchanged once opened or used:

  • Opened or used perfumes
  • Opened skincare and haircare products
  • Used makeup products (such as lipstick, mascara, foundation)
  • Contact lenses once the package has been opened
  • Discounted products or items marked as Final Sale, unless otherwise stated

How to Request a Return or Exchange

  1. Contact us via email at info@velour-sa.com or call +966555635727 within the allowed return period
  2. Provide your order number and reason for return, along with photos showing the product's condition
  3. Your request will be reviewed and you'll receive a response within [number of] business days
  4. Once approved, we will provide instructions on how to return the shipment

Return Shipping Costs

  • If the return is due to an error on our part (damaged or incorrect product), we cover the full return shipping cost
  • If the return is by the customer's own preference, the customer covers the return shipping cost

Refunds

  • Once the returned product is received and confirmed to meet the conditions, the refund will be processed within 7 to 14 business days
  • Refunds are issued to the original payment method used at checkout
  • For exchanges, the replacement product will be shipped as soon as the returned item is received and inspected

Damaged or Incorrect Products

If you receive a damaged or incorrect product, please contact us immediately within 48 hours of delivery with photos of the product and packaging, and we will arrange a replacement or refund at no additional cost to you.

Contact Us

For any questions regarding this Return and Exchange Policy:

Email: info@velour-sa.com
Phone: +966555635727

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