Refund policy

Velora is a trading name of Pharmafocuss Limited

We hope you are pleased with your Velora purchase. This policy explains how cancellations, returns, exchanges and refunds are handled.

Nothing in this policy excludes, restricts or otherwise affects your statutory rights under UK consumer law.

This policy applies to consumer purchases made directly from our online store. If you purchased a Velora product from another retailer or marketplace, please contact that seller directly. Your statutory rights against the seller remain unaffected.

1. Your statutory rights

Goods supplied by us must be as described, of satisfactory quality, safe and fit for any purpose made known to us.

If a product is faulty, damaged, unsafe, incorrectly supplied, not as described or otherwise fails to meet the requirements of the Consumer Rights Act 2015, you may be entitled to a refund, repair, replacement or another remedy provided by law.

These statutory rights apply separately from, and regardless of, the change-of-mind cancellation rights described below.

2. Cancelling an online order — change of mind

For most products purchased online, you may cancel your order without giving a reason.

You may tell us that you wish to cancel before delivery. Your statutory cancellation period ends 14 calendar days after the day on which you, or a person nominated by you other than the delivery carrier, receives the goods.

If a single order contains multiple products delivered on different days, the cancellation period ends 14 calendar days after the day on which the final product is received.

To exercise your right to cancel, you must inform us of your decision through a clear statement before the cancellation period expires. You may:

• Email customercare@pharmafocuss.com, preferably including your name, order number and the products being cancelled

After notifying us, you must return the goods without undue delay and no later than 14 calendar days after the day on which you tell us that you wish to cancel.

3. Cosmetics, skincare and hygiene seals

Some cosmetics, skincare and personal-care goods are supplied with protective or hygiene seals and are not suitable for return after being unsealed for health-protection or hygiene reasons.

Where this legal exception applies, you will lose your change-of-mind cancellation right if you break or remove the seal after delivery.

If you may wish to return a product, please do not use it or break any protective or hygiene seal. Products should be returned with their original packaging where reasonably possible.

Not every opened package is automatically excluded from return. Where the health or hygiene exception does not apply, you may inspect the product only to the extent reasonably necessary to establish its nature, characteristics and functioning—similar to how you could reasonably examine it in a shop. We may reduce the refund if unnecessary handling has diminished the product’s value.

A product being unsuitable for your personal preference or individual skin type does not, by itself, mean that it is faulty. This includes disliking its texture, fragrance, colour or feel. However, you may still exercise an applicable change-of-mind cancellation right provided that it has not been lost under the hygiene exception.

This section does not affect your rights where a product is faulty, unsafe, incorrectly labelled, damaged or not as described. Always follow the product directions and patch-test where advised.

4. Faulty, damaged or incorrect products

Please inspect your order promptly after delivery.

If a product is faulty, damaged in transit, unsafe, not as described or different from what you ordered, contact customercare@pharmafocuss.com as soon as reasonably possible.

Reporting visible delivery damage within 48 hours helps us investigate the matter with the carrier, but this is a request and not a condition of your statutory rights.

Please provide:

• Your name and order number;
• The name of the affected product;
• A description of the problem; and
• Where reasonably possible, photographs of the product, batch details, outer packaging and shipping label.

We may ask you to return the product where reasonably necessary. If the goods do not comply with your statutory rights, we will provide an appropriate remedy and either arrange a prepaid return or reimburse reasonable return costs.

Failure to provide photographs does not, by itself, remove your statutory rights.

5. How to return a product

For efficient processing, please contact customercare@pharmafocuss.com before posting a return.

Please:

1. Provide your order number, product name and reason for returning the product.
2. Obtain the correct UK returns address and any relevant return instructions.
3. Pack the product securely.
4. Include your name and order number inside the parcel.
5. Retain evidence that the parcel was sent.

We recommend using an appropriately insured or tracked postal service. Tracked postage is recommended but is not a condition of exercising your statutory rights.

A return-authorisation number is not required for a valid statutory cancellation. However, contacting us first helps ensure that your return is sent to the correct location and processed promptly.

Do not send products to our registered office unless our customer-care team expressly instructs you to do so. Products sent to the wrong address or without enough information to identify the relevant order may experience processing delays.

6. Return costs and care of goods

For a valid change-of-mind cancellation, you are responsible for the direct cost of returning the goods unless we agree to pay that cost or the law requires us to do so.

You must take reasonable care of the goods while they are in your possession and package them appropriately for return.

If goods are faulty, damaged, unsafe, incorrectly supplied or not as described, we will provide an appropriate prepaid return method or reimburse reasonable return postage where a return is required.

7. Refunds

For an eligible cancellation, we will refund the amount paid for the returned products.

If you cancel the entire order, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive premium or express delivery service, we are not required to refund the additional amount unless that service was not provided as agreed.

We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to establish the product’s nature, characteristics and functioning.

We may withhold the refund until:

• We receive the returned goods; or
• You provide evidence that the goods have been sent back,

whichever occurs first.

We will issue the refund without undue delay and no later than 14 calendar days after the earlier of those events.

Refunds will be made using the original payment method unless you expressly agree to another method. We will not charge a fee for issuing the refund. Your bank or payment provider may require additional time to display the credit after we have processed it.

For a partial cancellation, the original delivery charge will not normally be refunded unless applicable law requires otherwise.

Where an order benefited from a multi-buy offer, minimum-spend discount or similar promotion, the discount may be recalculated in accordance with the disclosed promotional terms and applicable law.

8. Exchanges

Product exchanges are offered at our discretion and are subject to stock availability and the same hygiene requirements that apply to change-of-mind returns.

Contact customercare@pharmafocuss.com before returning a product for exchange. Depending on availability and processing time, the quickest option may be to return an eligible product for a refund and place a new order.

This voluntary exchange service does not affect any statutory right to a replacement or other remedy for faulty or non-conforming goods.

9. Cancelling before dispatch

Contact us immediately if you wish to cancel or change an order.

If we receive your cancellation before the order has been dispatched, we will cancel it and process the applicable refund. Requested changes to products or delivery information cannot always be guaranteed once fulfilment has begun.

If the order has already been dispatched before the cancellation can be processed, you may still exercise your applicable cancellation rights and return the goods in accordance with this policy.

10. Missed, refused or undeliverable parcels

Refusing delivery, failing to collect a parcel or allowing it to be returned to us does not, by itself, clearly communicate that you wish to cancel your contract. You should separately notify us at customercare@pharmafocuss.com.

Where you validly exercise your change-of-mind cancellation right, the refund rules in Section 7 will apply. This includes refunding the least expensive standard outbound delivery charge where the entire order is cancelled. You may remain responsible for the properly disclosed direct cost of returning the goods.

If a parcel is returned because the delivery address supplied was incomplete or incorrect, or because delivery attempts or collection were missed, and no valid cancellation has been made, we may require payment of reasonable additional delivery costs before arranging redelivery.

We will not charge additional delivery or return costs where the failed delivery was caused by us or the carrier.

11. Contact details

Velora is a trading name of:

Pharmafocuss Limited
Company number: 13019550

Customer care:
customercare@pharmafocuss.com

Return Address: Unit 4, Fairseat Workshops, Stoke Hill, Chew Stoke, Bristol BS40 8XF, United Kingdom 

Cancellation notices may be sent to the customer-care email address or registered office. The registered office is not a product returns address unless we expressly confirm otherwise.