Refund and Returns Policy

                                                                                                                           Effective: June 2026

At Veloura Scents, we take pride in the quality of our fragrances and packaging. If you are not completely satisfied with your purchase, please read our policy below.

  1. Eligibility for Refund or Return

We accept returns and offer refunds or replacements under the following conditions:

  • The item received is damaged or broken upon delivery.
  • The wrong product was delivered (different from what was ordered).
  • The item is defective or has a manufacturing fault.

We do not accept returns for change of mind, dislike of fragrance, or if the product has been used or opened without a valid defect.

  1. Return Request Window

All return or refund requests must be raised within 48 hours of receiving your order. Requests made after this period will not be entertained.

To raise a request, please contact us via WhatsApp or email with your order details and photos of the issue.

  1. Non-Returnable Items

The following items are not eligible for return or refund:

  • Products that have been used, sprayed, or opened without a defect.
  • Items purchased during a sale or with a discount code (unless defective).
  • Orders where the return request is made after 48 hours of delivery.
  • Gift sets or bundled products that have been partially used.
  1. How to Request a Refund or Return

To initiate a return or refund, please follow these steps:

  • Step 1: Contact us within 48 hours of receiving your order.
  • Step 2: Share your order number, a clear photo of the item, and a description of the issue.
  • Step 3: Our team will review your request and respond within 1–2 business days.
  • Step 4: If approved, we will arrange a pickup or guide you on returning the item.
  1. Refund Process

Since we currently operate on a Cash on Delivery (COD) basis only, approved refunds will be processed in one of the following ways:

  • Replacement: We will send you the correct or undamaged item at no additional cost.
  • Store credit: A credit note will be issued for use on your next order.

Cash refunds are not available at this time as all transactions are completed via COD at the point of delivery.

  1. Items Damaged in Transit

If your order is damaged during delivery, please do not accept the parcel from the courier or take clear photos and a video at the time of opening. Contact us immediately with this evidence so we can raise a complaint with the courier and arrange a replacement for you.

  1. Contact Us

For any refund or return related queries, please reach out to us:

  • Email: info@velourascents.pk
  • Phone / WhatsApp: +92 312 4279368
  • Store: K Block, DHA Rahbar, Lahore
  • Website: www.velourascents.pk

 

                                                                Veloura Scents  •  K Block, DHA Rahbar, Lahore  •  info@velourascents.pk