Refund policy
Return & Refund Policy
At Velora, we strive to ensure you are completely satisfied with your purchase. Please review our policy regarding returns and refunds below.
Cancel My Order
If you change your mind and wish to cancel your order, please contact us via email or the contact form on our official website within 24 hours.
Once 24 hours have passed, the grinding of your lenses will begin, and we will be unable to process a refund at that point.
We appreciate your understanding.
7-Day Return Policy
We offer a 7-day return policy, which means you have 7 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 will also need the receipt or proof of purchase.
Non-Returnable Items: Custom Prescription Glasses
Please note that we do not accept returns for custom prescription glasses (including personalized lens coatings and specific prescriptions). As these products are custom-made to your unique visual requirements, they cannot be resold.
Warranty
We offer 30 days of warranty.
If your custom glasses arrive defective, damaged, or with the wrong prescription due to our error, please contact us immediately at service@velora-glasses.com to evaluate the issue and make it right.
How to Start a Return
To initiate a return for non-custom items (such as non-prescription sunglasses or frames), please contact us at service@velora-glasses.com.
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If your return is accepted, we will send you a return shipping label and detailed instructions.
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Note: Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, contact us immediately so we can evaluate the issue and rectify it as quickly as possible.
Exchanges
The fastest way to ensure you get what you want is to return the eligible item you have. Once the return is accepted, you can make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 3 business days. Please note that your bank or credit card company may take additional time to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at service@velora-glasses.com.