Refund policy
Return & Refund Policy
Last updated: August 2, 2026
At Veloura HomeCare, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we are here to help. Please read our Return & Refund Policy carefully before requesting a return.
1. Right of Withdrawal
If you are a consumer in the European Union, you have the legal right to withdraw from your purchase within 14 days of receiving your order, without providing a reason.
To exercise your right of withdrawal, please contact us by email at velourahomecare@gmail.com before returning your item.
After notifying us, you have another 14 days to return the product.
2. Return Eligibility
To qualify for a return, the item must:
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Be unused and in its original condition.
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Be returned with all original accessories, manuals, and packaging where reasonably possible.
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Be free from damage caused by misuse or improper handling.
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Be accompanied by proof of purchase or your order number.
We reserve the right to refuse returns that do not meet these conditions.
3. Non-Returnable Items
For hygiene, health protection, and safety reasons, the following items cannot be returned if they have been opened, used, or unsealed:
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Personal care products
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Incontinence products
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Products that come into direct contact with the body
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Customized or personalized products
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Products that are specially ordered for the customer
This does not affect your legal rights if the item is faulty or does not match your order.
4. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.
Please include:
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Your order number
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A description of the issue
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Clear photographs of the product and packaging
Email: velourahomecare@gmail.com
We will review your request and provide an appropriate solution, which may include a replacement, repair, or refund.
5. Return Shipping Costs
Unless the return is due to our error or a defective product, customers are responsible for the return shipping costs.
We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items without tracking.
6. Refund Process
Once your returned item has been received and inspected, we will notify you by email regarding the approval or rejection of your refund.
If approved, your refund will be issued to your original payment method within 5–10 business days.
Please note that your bank or payment provider may require additional time before the funds appear in your account.
Original shipping charges are non-refundable unless required by applicable law or if the return is due to our error.
7. Exchanges
We only replace items if they are defective, damaged, or incorrect.
If you would like to request an exchange, please contact us before returning your item.
8. Order Cancellations
Orders may only be cancelled before they have been processed or shipped.
If your order has already been shipped, you may use your legal right of withdrawal and return the item in accordance with this policy..
9. Late or Missing Refunds
If you have not yet received your refund:
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Check your bank account.
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Contact your credit card provider or payment service.
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Contact your bank, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us.
10. Contact Information
If you have any questions regarding returns or refunds, please contact us:
Veloura HomeCare
Customer Support: velourahomecare@gmail.com
Response Time: Within 24–48 business hours
Business Hours:
Monday – Friday: 09:00 – 17:00 (CET)
Saturday & Sunday: Closed