Refund policy

Refund Policy

We process refunds and returns according to the following conditions.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

If you receive a missing, damaged, or stained item, please contact us within 14 days of receiving your order. We will either issue a refund or send a replacement. Requests made after 14 days for missing, damaged, or stained items cannot be processed.

To start a return, contact us at customerservice.veloura@gmail.com.

Returns must be sent to the following address:

Company Name: Liu Changxing
Street Address: 3rd Floor, Yuantong Express, No. 409 Suxi Road, Yiwu City (West Side of Elevator 2)
Postal Code: 322000
Province: Zhejiang Province
Country: China
Mobile: +86 15105455455

If your return is accepted, we’ll provide instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

For any return-related questions, please contact customerservice.veloura@gmail.com.

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Shipping Requirements

The buyer is responsible for choosing the shipping method, including any customs clearance requirements.

Please do not use shipping methods that require the recipient to complete customs clearance, as our warehouse cannot receive returns under these conditions.

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Damages and Issues

Please inspect your order upon arrival. If the item is defective, damaged, stained, missing, or you received the wrong item, contact us immediately so we can evaluate the issue and resolve it as quickly as possible.

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Exceptions / Non-Returnable Items

Certain types of items cannot be returned, including:

* Perishable goods (such as food, flowers, or plants)
* Custom or personalized products
* Personal care goods (such as beauty products)
* Hazardous materials, flammable liquids, or gases

Please contact us if you have questions about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

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Exchanges

The fastest way to receive a different item is to return the original item. Once your return has been accepted, you can place a new order separately.

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European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the legal right to cancel or return your order within 14 days for any reason and without justification.

Returned items must be in their original condition: unworn, unused, with tags, in the original packaging, and accompanied by proof of purchase.

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Refunds

We will notify you once we have received and inspected your return. If your refund is approved, it will be issued to your original payment method.

We process refunds immediately after receiving and approving your returned item. Please note that your bank or credit card provider may require additional time to process and post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at clarasbagsstore@gmail.com.