Refund policy

Return and Refund Policy

We have a 14-day return policy. This means you have 14 days after receiving your order to request a return.

Return Eligibility

To be eligible for a return, your item must be in the same condition in which you received it, unused, undamaged, and in its original packaging.

All accessories, components, manuals, labels, and promotional items included with the order must also be returned. You will also need your receipt, order confirmation, or other proof of purchase.

We reserve the right to refuse returns that do not meet these eligibility requirements.

Starting a Return

To request a return, contact us at supportveltora@gmail.com and include:

Your full name
Your order number
The item or items you wish to return
The reason for your return
Clear photographs if the item is damaged, defective, or incorrect

Please do not send an item back without contacting us first.

If your return is approved, we will provide the authorized return instructions and confirm the applicable return address by email.

The return address may vary depending on the product and fulfillment location. Items sent to our business address, supplier, warehouse, manufacturer, or any other address without prior authorization may not be accepted.

Authorized Return Address:

[INSERT THE CONFIRMED AUTHORIZED RETURN ADDRESS BEFORE THE STORE OPENS]

Unless otherwise stated in the return instructions, an approved return must be shipped within 14 days after approval.

Return Shipping Costs

If you received a damaged, defective, or incorrect item, please contact us as soon as possible.

After reviewing the issue, we may provide a replacement, refund, or prepaid return instructions at no additional cost to you.

For returns requested for any other reason, including a change of mind, the customer is responsible for purchasing and paying for return shipping.

Original shipping charges are non-refundable unless the return is required because of an error on our part or applicable law requires otherwise.

We recommend using a trackable shipping service and keeping your shipping receipt and tracking information until your return has been completed.

We cannot guarantee receipt of returned items that are lost or damaged during return transit.

We do not charge restocking fees for approved returns.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item is damaged, defective, or incorrect, contact us promptly at supportveltora@gmail.com with your order number and clear photographs of the product, packaging, shipping label, and any visible damage.

We will review the information provided and work to resolve the issue appropriately.

Depending on the circumstances, we may offer a replacement, partial refund, full refund, or authorized return instructions.

Please do not discard the product or packaging until we have reviewed your request and provided instructions.

Exceptions and Non-Returnable Items

The following items cannot be returned:

Gift cards
Personalized or custom-made products
Products clearly marked as final sale at the time of purchase
Products that have been used, altered, washed, damaged after delivery, or returned with missing parts
Personal care or hygiene-related products that have been opened or used
Products returned without prior authorization
Products sent to an unauthorized or incorrect return address

Please contact us before purchasing if you have questions about whether a specific product is eligible for return.

Sale items may be returned unless they were clearly marked as final sale at the time of purchase.

Exchanges

The fastest way to receive a different item is to request a return for the original item and, after the return has been approved, place a separate order for the replacement item.

Replacement products remain subject to availability.

Order Changes and Cancellations

You may request an order cancellation or address change by contacting us at supportveltora@gmail.com as soon as possible.

We will make reasonable efforts to assist you, but we cannot guarantee that an order can be changed or cancelled after it has entered processing, been submitted for fulfillment, or been shipped.

If an order has already shipped, it must be handled according to this Return and Refund Policy.

Return Inspection

We will notify you after we receive and inspect your returned item.

Returned products must satisfy the eligibility conditions described in this policy.

If a returned product is used, damaged, incomplete, altered, or otherwise ineligible, we may refuse the return or reduce the refund where permitted by applicable law.

Refunds

If your return is approved after inspection, we will issue the approved refund to your original payment method within 7 business days.

Your bank, credit-card company, or payment provider may require additional processing time before the refund appears in your account. This additional processing time is outside our control.

Shipping costs are non-refundable unless the return is caused by a damaged, defective, or incorrect item, an error on our part, or applicable law requires otherwise.

If more than 15 business days have passed since we approved your refund and you have not received it, please contact us at supportveltora@gmail.com.

Refunds can only be issued to the original payment method used for the order unless another method is required by applicable law.

Missing or Undeliverable Packages

Customers are responsible for providing a complete and accurate shipping address.

If an order is returned to us because the address was incomplete or incorrect, delivery was refused, or the package was not collected, contact us at supportveltora@gmail.com.

Any reshipping costs may be the customer’s responsibility unless the delivery problem resulted from an error on our part.

Consumer Rights

Nothing in this policy limits, excludes, or replaces any mandatory consumer rights or remedies available under applicable law.

Contact Us

For questions about returns, exchanges, cancellations, or refunds, contact us:

VELTORA
Email: supportveltora@gmail.com
Website: shopveltora.com
Business location: Türkiye