Refund policy

At Velora Gorgeous, we want you to love your skincare routine. If you change your mind about an order, we offer a straightforward return process in full compliance with the UK Consumer Rights Act and Distance Selling regulations. --- ### Important Notice: Hygiene & Safety Policy Due to strict health, safety, and hygiene regulations regarding cosmetic and skincare products, we can only accept returns for items that are completely unopened, unused, with any protective seals intact, and in their original packaging. We are legally unable to offer a refund, credit, or exchange for any product that has been opened, swatched, or used. --- ### 14-Day Cooling-Off Period (Change of Mind) Under UK law, you have 14 calendar days from the date you receive your package to notify us that you wish to return your items for a refund. 1. **Notify Us:** Email our customer care team at customercare@pharmafocuss.com within 14 days of delivery, stating your Order Number and the specific items you wish to return. 2. **Return Window:** Once your return request is approved, you have an additional 14 days to safely post the items back to our UK fulfillment warehouse. *Please note: The customer is responsible for covering the return shipping costs for change-of-mind returns. We highly recommend using a tracked shipping service with proof of postage, as we cannot be held responsible for items lost or damaged in transit back to us.* --- ### Damaged, Faulty, or Incorrect Items We take great care in packaging your products, but if an item arrives damaged, faulty, or is not what you ordered, you are protected by a 30-day right to a refund or replacement. * **What to do:** Contact us immediately at customercare@pharmafocuss.com with your Order Number and clear photographs of the damaged product or packaging. * **Our Resolution:** If verified, we will issue a pre-paid return shipping label and fast-track a complimentary replacement or a full refund to your original payment method. --- ### How to Process Your Return To ensure your return is processed smoothly, please follow these steps: 1. Contact customercare@pharmafocuss.com to receive the correct UK warehouse return address. 2. Securely package the unopened products to prevent any damage during transit. 3. Include a note inside the box with your Full Name and Order Number. 4. Post the package using a tracked service and retain your receipt. --- ### Refund Timeline Once your return package arrives at our warehouse, our quality control team will inspect the items to ensure they meet our hygiene requirements. * **Approval:** Once approved, your refund will be processed automatically back to your original payment method. * **Timeline:** Please allow up to 14 days for the funds to reflect in your account, depending on your bank or card issuer's processing times. * **Shipping Fees:** Standard delivery charges paid on the original order are refundable for full-order returns. Upgraded premium express shipping fees are non-refundable. ### Need Further Assistance? Our customer care team is here to help. For any questions regarding refunds, exchanges, or returns, please reach out to us at customercare@pharmafocuss.com.