Return & Refund Policy

At Veloré Queenstown, we’re committed to providing you with high-quality products and a hassle-free shopping experience. If you’re not completely satisfied with your purchase, our return policy allows you to return eligible items easily.

Please Note: Returns are not free; shipping charges apply.

Return Eligibility If you’re not satisfied with your purchase, you may return items within 14 days of receipt, provided they meet the following conditions:

  1. All parts, components, and original packaging are included.
  2. No damage from improper handling; normal wear only.
  3. Items requiring hygiene standards have been cleaned before return.
  4. Product was defective upon arrival.
  5. Shipping costs for returns are customer’s responsibility.

Return Process

  1. Email us at info@velore-queenstown.com with:
    • Order Number
    • Return Reason
    • Photo (for damaged items)
    • Customer Name and Address
  2. We’ll provide the return address; please do not send returns to the original sender address.

Returns are processed within 7 business days. We reserve the right to decline returns if items show signs of use or damage not related to manufacturing.

Cancellation Conditions

Right of Cancellation
The cancellation period is 24 hours  from the day on which you or a third party named by you (who is not the carrier) has received or accepted the last goods.

As we work with a fully automated system, orders are executed as soon as they are placed. Therefore, we cannot interrupt the shipping process until delivery, so a refund is not possible upon receipt of the goods.

To exercise your right of withdrawal, you must inform us (Velore Queenstown) by means of a clear declaration (e.g., by e-mail) of your decision to withdraw from this contract. The revocation is completed when we have received the goods. The cost of returning the goods shall be borne by the buyer.

Record for Shipments in Transit
As our goods are shipped from Asia, there may be longer transit times over which we have no control. If the goods are already on their way to you, cancellation is not possible. Please wait until you have received the goods and then return them to us. Of course, you can inform us in advance about your cancellation.

To guarantee you the fastest possible return, we kindly ask you to send us a shipping confirmation.

Consequences of Withdrawal
If you withdraw from this contract, we must refund all payments we have received from you, with the exception of delivery costs (and any additional costs for non-standard delivery). Refunds will be processed promptly, within fourteen days of receiving both your notification of cancellation and the returned goods. We will use the same means of payment you used for the original transaction unless agreed otherwise.

Please Note:
All returns will be sent to our central warehouse in Asia at the customer’s expense.