Refund policy

Return & Refund Policy

Last Updated: September 20, 2026

At VELVRA, operated by BTO Global LLC, we are committed to providing quality products and a positive shopping experience.

If you are not completely satisfied with your purchase, please review our return and refund policy below.

1. Our 30-Day Return Policy

We accept eligible return requests made within 30 days of the date your order is delivered.

To be eligible for a return due to a change of mind, your item must meet the following conditions:

  • The product must be unused and unopened.

  • The original safety seal must remain intact.

  • The product must be in its original packaging and in a condition suitable for resale.

  • You must provide your order number or proof of purchase.

Return requests must be submitted within 30 days of delivery.

Please contact us at support@getvelvra.store to initiate your return.

All returns must be authorized by our customer support team before the product is shipped back.

2. Personal Care & Hygiene Products

For hygiene and safety reasons, opened, used, or unsealed oral care products are not eligible for return due to a change of mind.

This restriction does not apply to products that are defective, damaged, incorrectly supplied, or otherwise eligible for a remedy under applicable consumer protection laws.

3. Damaged, Defective, or Incorrect Products

Please inspect your order upon delivery.

If you receive a damaged, defective, or incorrect product, or if an item is missing from your order, please contact us at support@getvelvra.store as soon as reasonably possible.

To help us review your request, please provide:

  • Your order number.

  • A description of the issue.

  • Clear photographs of the product and packaging, where available.

  • Any other relevant information that may help us investigate the issue.

Our customer support team will review your request and determine an appropriate resolution.

Depending on the circumstances, the resolution may include a replacement, a full or partial refund, or another remedy required by applicable law.

If a return is required because of our error or a confirmed defective product, we will provide return instructions and cover reasonable, authorized return shipping costs.

Please do not dispose of the affected product before receiving instructions from our customer support team, unless keeping the product would be unsafe.

4. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact support@getvelvra.store within 30 days of receiving your order.

  2. Include your order number and the reason for your return.

  3. Our customer support team will review your request and provide return instructions if your return is eligible.

  4. Once your return is authorized, we will provide the designated return address and any applicable shipping instructions.

  5. Ship the product to the designated address using the instructions provided.

  6. Keep your return shipping receipt and tracking number until your return has been completed.

Please do not return products to the original shipping address or any address printed on the shipping label unless we have specifically instructed you to do so.

Unauthorized returns may experience processing delays.

5. Return Shipping Costs

If you are returning an eligible product because you changed your mind or no longer want the item, you are responsible for the cost of return shipping.

Original shipping charges are non-refundable for change-of-mind returns, unless otherwise required by applicable law.

If a return is required because you received a defective, damaged, or incorrect product, we will provide instructions and cover reasonable, authorized return shipping costs.

We recommend using a trackable shipping service and retaining proof of shipment.

VELVRA is not responsible for return packages lost in transit when customers arrange their own return shipping, except where otherwise required by applicable law.

6. Refund Processing

For an approved change-of-mind return, the product must be received at the designated return location and inspected before a refund is issued.

Once we have received and inspected your returned item, we will notify you of the approval or rejection of your refund.

If approved, your refund will be issued to your original payment method.

Refunds will cover the amount paid for the eligible returned products, subject to the shipping-cost provisions described in this policy and applicable law.

The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.

If a refund is required by applicable law, we will process it within the legally required timeframe.

If you have not received an approved refund, please contact us at support@getvelvra.store.

7. Order Cancellations

If you wish to cancel an order, please contact us at support@getvelvra.store as soon as possible.

We will review your request based on the current order status.

If your order has not yet been dispatched, we will attempt to cancel it before shipment.

Once an order has been dispatched, it may no longer be possible to stop delivery. You may request a return after receiving the product, subject to the eligibility requirements described in this policy.

If we are unable to fulfill your order or cannot ship it within the applicable timeframe, we will provide the cancellation and refund options required by applicable law.

Nothing in this section limits your statutory rights.

8. Lost or Undelivered Packages

If your tracking information indicates that your package has been delivered but you have not received it, please contact us at support@getvelvra.store.

We may ask you to:

  • Confirm your shipping address.

  • Check with household members or other authorized recipients.

  • Check with your building management or local delivery service.

  • Provide relevant delivery information to assist our investigation.

We will review the available tracking and delivery information and work with the shipping provider where necessary.

If the package is confirmed lost or was not delivered due to an issue for which we are responsible, we will provide an appropriate resolution, which may include a replacement or refund.

Any remedy required by applicable consumer protection laws will remain available.

9. Contact Us

For returns, refunds, cancellations, or questions about your order, please contact:

VELVRA

Operated by BTO Global LLC

Email: support@getvelvra.store

Website: https://getvelvra.store

We are committed to reviewing customer concerns and providing appropriate assistance.