VELOUR & PORÉ

Return & Refund Policy

Last updated: June 2026

At VELOUR & PORÉ, we take pride in the quality of every product we offer. Please read this Return & Refund Policy carefully before placing your order. By completing a purchase on our website, you agree to the terms outlined below.

Our Return Window

We accept return requests submitted within 14 days of the confirmed delivery date. Requests submitted after this window will not be accepted under any circumstances. It is the customer’s responsibility to initiate a return request within this timeframe by contacting us at hello@velourpore.com with their order number and reason for return.

All return requests are subject to review and approval by VELOUR & PORÉ. Submission of a return request does not guarantee approval.

Eligible Return Conditions

To be eligible for a return, items must meet all of the following conditions at the time they are received back by us:

• Unused, unworn, and unwashed
• In original condition with all tags attached
• Free from odors, stains, makeup, pet hair, or any signs of use
• In original packaging where applicable
• Accompanied by proof of purchase

VELOUR & PORÉ reserves the right to refuse any return that does not meet these conditions upon inspection. Items that fail our inspection will be returned to the customer at their expense or disposed of at our discretion.

Non-Returnable Items

The following items are strictly non-returnable and non-refundable under any circumstances:

• Intimates, lingerie, underwear, and swimwear (for hygiene reasons)
• Beauty tools, skincare devices, and personal care products that have been opened or used
• Sale items, discounted items, and items purchased with a promotional code
• Gift cards
• Any item marked as “Final Sale” at the time of purchase
• Items that have been worn, washed, altered, or damaged after delivery

Fulfillment & Delivery Issues

VELOUR & PORÉ partners with third-party fulfillment providers to process and ship orders. While we work diligently to ensure accurate and timely fulfillment, the following terms apply in the event of fulfillment or delivery issues:

Wrong item received: If you receive an item that is materially different from what you ordered, you must notify us at hello@velourpore.com within 48 hours of delivery with clear photographic evidence of the item received and your original order confirmation. Upon verification, we will offer a replacement or store credit at our discretion. We are not obligated to offer a cash refund for fulfillment errors unless required by applicable law.

Damaged items: If your order arrives damaged, you must contact us within 48 hours of delivery with photographic evidence clearly showing the damage to both the item and the packaging. Claims submitted after this window will not be accepted. Approved damage claims will be resolved via replacement or store credit. VELOUR & PORÉ is not responsible for damage caused during transit by third-party carriers.

Missing items: If an item is missing from your order, you must notify us within 48 hours of delivery. We will investigate with our fulfillment partner and, upon confirmation, will ship the missing item or issue a store credit. We are not liable for missing items reported outside of this window.

Delivery delays: Shipping timeframes are estimates only and are not guaranteed. VELOUR & PORÉ is not responsible for delays caused by third-party carriers, customs processing, weather events, or other circumstances outside our control. Delivery delays do not qualify as grounds for a refund or cancellation of an order already in transit.

Undeliverable or returned packages: If a package is returned to us due to an incorrect address provided by the customer, failed delivery attempts, or refusal by the recipient, the customer will be responsible for re-shipment costs. We will not issue a refund for the original shipping fee. If the customer elects not to have the order re-shipped, a store credit may be issued for the product value only, minus all associated shipping costs.

Refund Eligibility

Refunds are issued at the sole discretion of VELOUR & PORÉ. Where a refund is approved, the following terms apply:

• Refunds will be issued to the original payment method only
• Original shipping fees are non-refundable in all cases
• Return shipping costs are the responsibility of the customer unless the return is the result of a verified fulfillment error on our part
• Refunds may take 5–10 business days to appear on your statement depending on your financial institution
• Store credit may be offered in lieu of a cash refund at our discretion

VELOUR & PORÉ reserves the right to deny any refund request that does not meet the conditions outlined in this policy, or where we reasonably suspect abuse of our returns process.

Exchange Policy

We do not offer direct exchanges at this time. If you would like a different size or color, please initiate a return for eligible items (subject to the conditions above) and place a new order separately. Store credit issued from an approved return can be applied to your new purchase.

How to Initiate a Return

To begin the return process, please follow these steps:

• Email hello@velourpore.com within 14 days of delivery
• Include your order number, the item(s) you wish to return, and the reason for return
• Attach clear photographs if the return is related to damage, a wrong item, or a missing item
• Wait for written approval from our team before sending any item back

Do not return any item without prior written approval from VELOUR & PORÉ. Unauthorized returns will not be accepted and will not be eligible for a refund or store credit. We are not responsible for items lost or damaged in return transit.

Chargebacks & Disputes

We strongly encourage customers to contact us directly at hello@velourpore.com before initiating a chargeback or payment dispute with their bank or card issuer. Most issues can be resolved quickly and professionally through direct communication.

Filing a chargeback without first contacting us may result in your account being permanently flagged and banned from future purchases with VELOUR & PORÉ. We reserve the right to dispute any chargeback we deem to be filed in bad faith and to provide all relevant evidence to the payment processor in our defense.

Policy Changes

VELOUR & PORÉ reserves the right to update or modify this Return & Refund Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. Your continued use of our website and services following any changes constitutes your acceptance of the revised policy.

Contact Us

For all return and refund inquiries, please reach out to our customer support team:

• Email: hello@velourpore.com
• Website: velourpore.com

We aim to respond to all inquiries within 1–2 business days.