Refund & Returns Policy

We will process your approved exchange or store credit within 14 business days.

At Veloura Essential, we stand behind the quality of our curation. We want you to shop with absolute confidence, knowing that our policies are designed to be fair, transparent, and fully compliant with the New Zealand Consumer Guarantees Act 1993 (CGA).

Faulty, Damaged, or Incorrect Items (The Consumer Guarantees Act)

Under the CGA, you are entitled to goods that are of acceptable quality, fit for their intended purpose, and match their description.

If your item arrives damaged, is faulty, or is not what you ordered, we will make it right.

  • Resolution: We will provide a full refund, a direct replacement, or a repair at our discretion, depending on the nature of the fault.

  • Shipping Costs: Veloura Essential will cover all return shipping costs for faulty or incorrect items.

  • Action Required: Please report delivery damage or an incorrect item within 7 days of receiving your order. For other product faults, contact us as soon as reasonably possible.

Change of Mind Returns

While the CGA does not require businesses to provide a refund if you simply change your mind, we offer a flexible return window to ensure your complete satisfaction.

If you change your mind about a purchase, we are happy to offer a exchange or store credit provided that:

  1. You initiate the return within 14 days of receiving your item.

  2. The item is in its original, unworn, unused condition, and in a highly resalable state.

  3. All original tags, seals, and premium packaging remain entirely intact.

Please note:  Change-of-mind returns must be requested within 14 days, and products must be unopened, unused and in original saleable packaging. Customers pay the return shipping.

Non-Returnable Items

For reasons of hygiene, safety, and operational policy, the following items cannot be returned for a change of mind:

  • Gift cards

  • Sale or clearance items (these are strictly final sale unless faulty)

  • Personal care items, cosmetics, or skincare products where the hygiene seal has been broken or tampered with.

  • Custom or personalized products.


How to Initiate a Return

To process a return smoothly, please follow these steps:

  1. Email our client care team with your Order Number and the reason for your return.

  2. Wait for our team to approve your request. We will provide you with a Return Merchandise Authorization (RMA) number and our return shipping address.

  3. Carefully package the item to prevent transit damage. We highly recommend using a tracked courier service, as Veloura Essential is not liable for returned parcels lost in transit.

  4. Once we receive and inspect your return, We will process your approved exchange or store credit within 14 business days. Funds returned to a credit card may take additional time to appear on your statement depending on your banking provider.