Cancellation & Refund Policy

Cancellation within 48 hours

You may cancel an eligible order within 48 hours of placing it, before dispatch. Sign in to your account or verify your order email on the Track Order page. The system checks the order and courier status before cancelling it and starting any refund. If courier cancellation cannot be verified automatically, our team must confirm it first. A request or pending status does not confirm cancellation or a refund.

Cancellation after 48 hours

Before dispatch, use Request cancellation review in your account or on the Track Order page. The order is placed on hold while our team checks whether fulfilment can be stopped. Cancellation requires staff approval; submitting a request does not issue a refund. We cannot guarantee that a dispatched parcel can be recalled. Contact care@veloriavault.com if the online action is unavailable.

Returns after delivery

Request a return within 7 days of verified delivery. The item must be unused, in its original condition and packaging. Read our Return Policy for the request and inspection process.

Original payment refunds

Approved online cancellation refunds are initiated to the original payment method after cancellation and any courier clearance are confirmed. We do not issue wallet credit or store credit. For returns, the refund is processed after receipt and inspection of the item. The 48-hour window is the cancellation eligibility window, not a promise of refund settlement within 48 hours. Your payment provider or bank determines when the amount appears.

For cash on delivery orders, contact support to arrange a verified repayment; an online gateway cannot refund cash automatically. A cancelled unpaid order has no payment to refund.

If a gateway refund result is uncertain, support verifies it before another attempt to prevent duplicate refunds. Contact care@veloriavault.com with your order number for assistance.