Exchanges and Returns

Our product exchange and return policy aims to provide customers with complete security regarding products purchased in our store.

All our products are guaranteed against manufacturing defects and/or products that are different from what the customer ordered.

If you receive a product from us with a manufacturing defect or different from what you ordered, follow the steps below to make the exchange:

If it has exceeded 7 working days and the product has any defect or fault, please contact us, informing: CPF, order number, the product to be returned and the defect.

We will send your request to our quality department for verification. After analysis, we will contact you again regarding whether or not an exchange is necessary.

The deadline for requesting an exchange, after approval, is 90 days after receiving the product .

Please note that we will not make exchanges or refunds after this period.

  1. If the complaint is reviewed as positive in the presence of a problem, we will contact you via email providing the following options:
  • Receive a refund of the amount paid.
  • Receive a new product identical to the one ordered.
  • Receive a product of similar value.
  • Receive a coupon with the value of the product to use on future purchases.

According to the CDC (Consumer Protection Code), the request to cancel virtual purchases must be made within 7 business/calendar days after the date of receipt.

For credit card refunds, our finance department has a maximum period of 7 business days to process the refund with the credit card operator and the deadline for the balance to be returned to your credit card is up to 120 days, depending on the card operators and the closing of your invoice.

If it is necessary to make a refund, it will be made to a current account within a maximum period of 10 business days after the quality analysis and can only be made to an account with the same CPF that was used during the purchase on our website.

Products returned without prior communication, outside the deadline, with missing or divergent items, without the label or invoice, will be returned to customers.

Exchanges rejected after analysis of the products by our quality department will be returned to customers via Sedex, with the shipping cost of this return paid by the customer.

Attention: Velora Select is not responsible for shipping costs for returns followed by refunds, chargebacks or exchange for other products.