Refund policy
At Velora, every dessert is freshly prepared with care and quality ingredients. Due to the perishable nature of our products, we do not accept returns once an order has been delivered.
Refunds & Replacements
Refunds or replacements will only be provided in the following cases:
- Wrong item delivered
- Product damaged during delivery
- Missing items in the order
- Quality issue with the product
To request a refund or replacement, customers must contact us within 2 hours of delivery with:
- Order details
- Clear photos/videos of the issue
Once verified, we may offer:
- A replacement
- Store credit
- Partial/full refund (depending on the issue)
Non-Refundable Situations
We will not be able to provide refunds or replacements for:
- Change of mind after order confirmation
- Incorrect address or phone number provided
- Delays caused by third-party delivery partners
- Minor design/appearance variations in handmade desserts
- Improper storage after delivery
Order Cancellations
- Orders can only be cancelled within 15 minutes of placing the order
- Once preparation has started, cancellations and refunds will not be possible
Contact Us
For any concerns regarding your order, please contact us through our official Instagram page or WhatsApp support.
Thank you for supporting Velora ♡