Refund policy

At VELOUR, your satisfaction is our priority. Defective products will be refunded in full or compensated with wallet credit, including shipping costs. For your safety, beauty, fragrance, and personal care products, as well as any product that has been opened or used, cannot be returned.

Accessories and electronic devices may be returned only if they have not been opened or used, and must be in their original condition and packaging as received from VELOUR.

FAQs

Q: Are there return fees?
A: If the returned product is intact and not defective (i.e., in its original condition), the customer will bear the return fee of 19 SAR, which will be deducted from the refunded amount.
For defective products, VELOUR covers all return fees.

Q: How can I return a defective product?
A: Our customer service team will be happy to assist you. Please submit a request or contact us at +966555635727. The product must be returned in its original packaging, unopened, unused, and without any alteration to its original form.

Q: Can I return a defective product purchased during VELOUR promotions?
A: If a defective product was purchased during VELOUR promotions, the customer will be compensated with either a replacement product shipment or wallet credit equal to the product’s value. The amount cannot be refunded to a bank account.

Q: Can I return contact lenses if they are in their original condition?
A: For your safety, beauty products, including contact lenses, cannot be returned even if unopened and in original condition.

Q: What is the return period for defective products?
A: You may return defective products within 7 days of purchase.

Q: How long does it take to process a defective product return?
A: At VELOUR, we work hard to serve you. The return process may take up to 7 business days.

Q: How will I receive my refund?
A: Refunds are processed after the defective product is received and inspected. Refunds will follow the original payment method:

  • Credit Card Payment: refunded either to your wallet or to your bank account.
  • Cash on Delivery (COD): refunded as wallet credit.