Last Updated: June 2026
At Velmira, customer satisfaction is our priority. If you are not completely satisfied with your purchase, we're here to help.
1. Return Eligibility
You may request a return or exchange within 7 days of receiving your order if:
- The item received is damaged or defective.
- You received the wrong product.
- The product is incomplete or missing parts.
- The item is unused, unopened, and in its original packaging.
To be eligible for a return, the product must be:
- In its original condition.
- Unused and not damaged by the customer.
- Accompanied by proof of purchase (order number or receipt).
2. Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned or exchanged unless received damaged or incorrect:
- Opened skincare products
- Cosmetics and beauty products that have been used
- Personal care items
- Clearance, sale, or promotional items
- Gift cards (if applicable)
3. Damaged, Defective, or Incorrect Orders
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
When submitting a claim, please provide:
- Your order number
- Clear photos of the product
- Photos of the packaging (if applicable)
Once verified, we will arrange a replacement or refund at no additional cost.
4. Exchange Policy
We offer exchanges for:
- Defective products
- Incorrect products delivered
- Size-related issues (where applicable)
Exchange requests must be made within 7 days of receiving the order.
5. Refund Policy
Refunds are issued only after the returned item has been received and inspected.
Once approved:
- Refunds for prepaid orders will be processed to the original payment method within 7–10 business days.
- For Cash on Delivery (COD) orders, refunds will be transferred via bank transfer, Easypaisa, or JazzCash within 7–10 business days after approval.
Shipping charges are non-refundable unless the return is due to our error.
6. Return Shipping
- If the return is due to a defective, damaged, or incorrect product, Velmira will cover the return shipping cost.
- If the return is for any other approved reason, the customer may be responsible for return shipping charges.
7. Order Cancellation
Orders may be cancelled before they are dispatched.
Once an order has been shipped, it cannot be cancelled and must follow the return process outlined above.
8. Refused Deliveries
If a customer refuses delivery without a valid reason, Velmira reserves the right to decline future Cash on Delivery orders from that customer.
9. Contact Us
For return, exchange, or refund requests, please contact our support team:
Email: support@velmira.pk
Website: Velmira.pk
We aim to respond to all customer inquiries within 24–48 business hours.
