Return, Refund & Exchange Policy
Return, Refund & Exchange Policy
1. Overview
We want you to be satisfied with your purchase. If something is not right, this policy explains when and how you can return, exchange or obtain a refund for a Product. Your statutory rights as a consumer under UAE law are not affected.
2. Return Window
You may request a return within 7 days of receiving your Order, provided the Product meets the conditions below. The date of delivery is taken as the date your Order is marked as delivered.
3. Conditions for Return
To be eligible for a return, the Product must be:
- unused, unworn and in its original condition;
- in its original packaging with all tags, labels and accessories intact;
- accompanied by proof of purchase (order number or confirmation email).
4. Non-Returnable Items
For hygiene, safety or legal reasons, the following are not eligible for return or exchange unless they are faulty or were delivered incorrectly:
- personal care, cosmetic and intimate items once opened;
- underwear, swimwear and earrings;
- perishable goods;
- items marked as final sale or clearance;
- gift cards and digital products.
5. Faulty, Damaged or Incorrect Items
If you receive a Product that is faulty, damaged in transit, or different from what you ordered, please contact us within 24 hours of delivery with photos. We will arrange a replacement or full refund, including any delivery charges, at no cost to you. This is in line with your rights under UAE Federal Decree-Law No. 15 of 2020 on Consumer Protection.
6. How to Request a Return or Exchange
- Contact us at contact@velare.ae or via WhatsApp +971 4 344 3823 / +971 56 248 6033 with your order number and reason.
- We will confirm whether your request is eligible and share return instructions.
- Pack the Product securely and hand it to our nominated courier or send it to the return address provided.
- Once we receive and inspect the Product, we will process your refund or exchange.
7. Exchanges
Where stock allows, you may exchange an eligible Product for a different size, colour or item of equal value. If the replacement Product has a higher price, the difference is payable using a prepaid electronic payment method. Exchanges are subject to the same delivery estimate of 3–5 business days.
8. Refunds
Once your return is received and inspected, we will notify you of the outcome. Approved refunds are processed within 15 business days. The time for the funds to appear in your account depends on your bank or payment provider.
| Scenario | Product cost | Delivery charge |
|---|---|---|
| Faulty / wrong item | Fully refunded | Fully refunded |
| Change of mind (eligible return) | Refunded | Non-refundable / return shipping deducted |
| Order cancelled before dispatch | Fully refunded | Fully refunded |
9. Order Cancellation
You may cancel an Order before it is dispatched for a full refund to your original payment method. Once an Order has been dispatched, the return process above applies.
10. Return Shipping Costs
For change-of-mind returns, return shipping costs are borne by the customer. For faulty, damaged or incorrect Products, we cover all return shipping costs.
11. Contact
- Email: contact@velare.ae
- Phone / WhatsApp: +971 4 344 3823 / +971 56 248 6033
- Address: 6th Floor, Grandstand, Nad Al Sheba, Meydan, Dubai, UAE