Refund policy
Last updated: 8 August 2026
At VEYORA, we want you to love what you order. This policy explains how returns, exchanges, and refunds work for customers in the United States, United Kingdom, and European Union.
1. Our Return Window
We accept returns within 30 days of the delivery date. This is more generous than the statutory minimum required in the UK and EU (see Section 2), so all customers — regardless of location — enjoy the same 30-day window.
To be eligible, items must be:
- Unworn, unwashed, and undamaged
- In their original condition with all tags attached
- Returned in the original packaging where possible
2. Your Legal Right to Cancel (UK & EU Customers)
If you are shopping from the United Kingdom or the European Union, you have a legal right to cancel your order under the UK Consumer Contracts Regulations 2013 and the EU Consumer Rights Directive (2011/83/EU).
- You may cancel your order for any reason, without justification, within 14 days of receiving your goods.
- You must inform us of your decision to cancel within this 14-day period (an email to veyorabrand@outlook.com is sufficient).
- You then have a further 14 days to send the goods back to us.
- Where you cancel under this statutory right, we will refund the product price and the standard original delivery cost.
Please note: this 14-day statutory right exists independently of, and is fully covered by, our broader 30-day store return policy above. You do not need to choose between them — simply contact us within 30 days of delivery either way.
3. Non-Returnable / Final Sale Items
For hygiene and quality reasons, the following items cannot be returned unless faulty:
- Items marked "Final Sale" or "Clearance" at checkout
- Earrings and pierced jewellery (if applicable)
- Underwear, swimwear, and hosiery where the hygiene seal has been removed or the item shows signs of wear
- Gift cards
Any exclusions will always be clearly stated on the product page at the time of purchase, as required under UK and EU consumer transparency rules.
4. Faulty, Damaged, or Incorrect Items
If an item arrives faulty, damaged, or is not what you ordered, please contact us immediately at veyorabrand@outlook.com with your order number and a photo of the issue.
- Return shipping is free of charge for faulty, damaged, or mis-shipped items.
- You are entitled to a full refund, replacement, or repair.
- UK customers: under the Consumer Rights Act 2015, you have a short-term right to reject faulty goods within 30 days of purchase for a full refund, and additional repair/replacement rights for up to six months.
- EU customers: under the EU legal guarantee, faulty goods are covered for two years from delivery, with the first year presumed to be a manufacturing fault unless we can prove otherwise.
- US customers: we will honor a full refund or replacement for any item that is defective or was shipped in error, consistent with applicable state consumer protection laws.
5. Return Shipping Costs
| Reason for Return | Who Pays Shipping |
|---|---|
| Change of mind, wrong size, etc. | Customer |
| Faulty, damaged, or incorrect item | VEYORA (free) |
| Statutory 14-day cancellation (UK/EU) | Customer, unless item is faulty |
If your return is due to our error or a defective product, we will provide a prepaid return label or reimburse reasonable return shipping costs.
6. How to Start a Return
- Email veyorabrand@outlook.com with your order number, the item(s) you wish to return, and the reason for return.
- We will confirm eligibility and provide return instructions (and a prepaid label, if applicable).
- Pack the item securely with all original tags and packaging.
- Ship the item back within 14 days of receiving return approval.
We recommend using a tracked shipping service, as VEYORA is not responsible for return parcels lost in transit without tracking.
7. Refunds
Once we receive and inspect your return, we will notify you of the approval status.
- Approved refunds are issued to your original payment method within 5–10 business days.
- Depending on your bank or card provider, it may take additional time for the refund to appear on your statement.
- Original delivery charges are refunded only where the return is due to our error, a fault, or a UK/EU statutory cancellation under Section 2.
8. Exchanges
We currently process exchanges as a return followed by a new order. If you need a different size or color, please place a new order and return the original item under this policy for a refund.
9. International Orders, Customs & Duties
For orders shipped outside the country of origin, customers are responsible for any customs duties, import taxes, or fees incurred both on the original shipment and on any returned goods, unless the return is due to a fault or error on our part.
10. Order Cancellations Before Dispatch
If you wish to cancel an order before it has shipped, contact us as soon as possible at veyorabrand@outlook.com. We will do our best to accommodate the request, though orders already processed for shipment cannot be intercepted.
11. Your Consumer Rights
Nothing in this policy affects your non-excludable statutory rights as a consumer under the laws of your country of residence, including but not limited to the UK Consumer Rights Act 2015, the EU Consumer Sales and Guarantees Directive, and applicable US state consumer protection statutes.
12. Contact Us
For any questions about returns, refunds, or this policy, please reach out to:
Email: veyorabrand@outlook.com