1. How our returns work
Velora LA sells exclusively through our storefronts on Amazon.com, Amazon.ca, Amazon.com.mx and Amazon.com.br. Returns and refunds are handled through Amazon's returns system and follow the Amazon Returns Policy of the marketplace where you placed your order. Amazon requires every third-party seller to match or exceed that policy; this page explains what it means for you and what we commit to on top of it.
If anything about a return is unclear, contact us before shipping the item — we'd rather solve it in one message than two.
2. Return window
Most items can be returned for a refund or replacement within 30 days of delivery. Some product types carry a different window set by Amazon (for example 7, 15, 90, 180 or 365 days); the window that applies to a specific product is shown on its Amazon product page and in your order details.
Holiday returns: Amazon extends the window for the holiday season each year. For the 2026 season, most items purchased between November 1 and December 31, 2026 can be returned through January 31, 2027. Where Amazon's window is longer than 30 days, the longer window applies.
3. Condition of returned items
To receive a full refund, return the item in original or unused condition, with tags attached and any hygiene seals and liners intact, together with the original manufacturer packaging and all accessories, manuals and parts. Items purchased as part of a bundle must be returned together.
Amazon's policy allows deductions when a return does not meet these conditions, and we follow it: items returned damaged, used or with missing parts may be subject to a damage fee of up to 50% of the item price; opened software, video games and certain collectibles are not refundable; and items that arrive after the return-by date on your return authorization may be refused or subject to Amazon's late-return fee. We apply such deductions only where Amazon's policy permits, and we will always tell you why.
4. Items that can't be returned
In line with Amazon's policy, the following cannot be returned once purchased: perishable goods; products that may pose health or safety risks once opened; products with shipping restrictions (such as certain hazardous materials); customized or personalized products; redeemable products such as gift cards; digital products; and items marked “Final Sale” on the product page. If a non-returnable item arrives damaged or defective, contact us — we will still make it right.
5. Starting a return
- Go to Your Orders in your Amazon account and select the item.
- Choose Return or replace items, select a reason, and follow the prompts.
- Amazon will provide a prepaid return label, or a QR code for label-free drop-off at participating locations.
- Ship or drop off the item by the return-by date shown on your return authorization.
You do not need to contact us before starting a return, but you are welcome to.
6. Return shipping costs
Fulfilled by Amazon orders: return shipping follows Amazon's standard rules, which make returns free for most reasons and most items; any return shipping cost is shown before you confirm the return.
Orders shipped by Velora LA: we provide a prepaid return label through Amazon's returns system for every return. Return shipping is free when the return is due to our error — wrong, damaged or defective item, or an item that does not match its description. For other reasons, the cost of return shipping may be deducted from your refund, as Amazon's policy allows; the amount is shown before you confirm the return.
7. Refunds
Refunds are issued to your original payment method once the return is received and processed. For Fulfilled by Amazon orders, Amazon processes the refund — often as soon as the carrier scans the return. For orders shipped by Velora LA, we process the refund within two business days of receiving the item, which is faster than Amazon's required timeline.
After the refund is issued, the time for it to appear depends on your payment method, per Amazon's refund timelines: Amazon gift card balance within a few hours; credit card 3–5 business days; debit card or checking account up to 10 business days; prepaid cards up to 30 days depending on the issuer. Your financial institution may take additional time to make funds available.
Amazon may, at its discretion, issue a refund without requiring the item to be sent back; if so, you will be told at the time.
8. Damaged, defective or incorrect items
If an item arrives damaged, defective, or is not what you ordered, we will make it right with a replacement or full refund, including any shipping costs. Start the return from Your Orders and select the matching reason, or contact us directly with your order number and a photo of the issue so we can resolve it quickly. For products with a manufacturer's warranty, we will also help you reach the manufacturer if that is the fastest route to a repair or replacement.
9. Cancellations
You can request cancellation from Your Orders until the order enters the shipping process. Once an order has shipped it can no longer be cancelled, but you may return it under this policy after delivery.
10. Amazon's A-to-z Guarantee
Every purchase of our products on Amazon is additionally protected by the A-to-z Guarantee, which covers the timely delivery and condition of items sold by third-party sellers. We aim to resolve every issue directly and promptly, but the Guarantee is always available to you.
11. Orders in Canada, Mexico and Brazil
Our products are shipped from Amazon's US fulfillment network to customers in Canada, Mexico and Brazil through Amazon's Remote Fulfillment program, and Amazon handles customer service and returns for these orders. Returns follow the returns policy of the Amazon marketplace where you placed the order (Amazon.ca, Amazon.com.mx or Amazon.com.br) and are started the same way, from Your Orders in that account. Import duties and taxes are collected by Amazon at checkout as an Import Fees Deposit; refunds of that deposit on returned items are handled by Amazon under that marketplace's policy. Delivery times and return options for cross-border orders are shown on the product page and in your return authorization.
12. Exchanges
Where Amazon offers a replacement or exchange option for an item, you can select it when starting the return and the replacement will be sent. Where it is not offered, please return the original item for a refund and place a new order.
13. Questions
Our customer service team is available Monday to Saturday, 8am – 8pm Pacific, by email at info@velora.la, by WhatsApp or phone at +1 (213) 854-4658, or through Buyer-Seller Messaging in your Amazon account. Please include your Amazon order number so we can help quickly.