This policy explains when an item bought from VELOURA LIFESTYLE SDN BHD 202601020285 (1682382-V) can come back to us. The short answer is rarely. The narrow set of exceptions, the proof we need and the deadline for raising a claim are all below.
Eligible Situations
Goods sold here are not exchangeable and not refundable. Four situations are the exception:
Wrong item: the merchant sent something other than what was ordered.
Listing mismatch: what arrived departs from the specifications, description, features or information the website advertised.
Poor condition: the item turned up spoiled, damaged or defective.
Late delivery: the parcel took longer than the timeline our Shipping Policy lays down.
Required Evidence
A claim is assessed on proof. The customer sends us:
Unboxing video: one clear, unbroken recording showing the parcel still sealed, the shipping label, the packaging and the item inside it.
First-use video: a clear recording of the item being used for the first time, where that applies to the product.
Further documents: photographs, order details or whatever else we ask to see.
Reporting Window
Deadline: the customer emails our support team at velouralifestyle@outlook.com within 24 hours of the item arriving.
Late or unevidenced claims: anything raised after that 24-hour window, or raised without the proof listed above, is turned down.
Send a claim, or a question about one, to us here:
📧 Email: velouralifestyle@outlook.com
🏢 Address: 28-1-1, JALAN SUNGAI, TAMAN SRI PINANG, 10150 GEORGE TOWN, PULAU PINANG
🌐 Website: https://veloura-lifestyle.com/contact-us/