Velora

    Customer Care

    Sales & No-Return Policy

    Velora's Place is a curated boutique of intimate wellness products. Because of the deeply personal and hygienic nature of what we sell, this policy outlines the strict but transparent rules under which all sales operate. Please read it in full — placing an order means you accept these terms.

    Province-specific consumer disclosures

    Province:

    Showing disclosures for Ontario

    Sold by
    Velora's Place . · Ottawa, Canada
    care@velorasplace.com
    Estimated delivery
    3–7 business days from order confirmation.
    Cancellation
    Under Ontario's Consumer Protection Act, 2002, you may cancel an internet purchase within 7 days of receiving this written disclosure if it has not been delivered within 30 days of the agreement date. Cancellation requests must be sent to care@velorasplace.com.
    Refunds
    If you cancel under the Consumer Protection Act we will refund all amounts paid (including delivery charges) within 15 days of receiving your cancellation notice.
    Return shipping
    We do not accept returns or exchanges under any circumstances. Returned products will not be inspected, restocked, or resold for hygiene reasons.
    Additional notice
    This disclosure is provided to you in writing as required by sections 38 and 39 of the Consumer Protection Act, 2002 (Ontario).

    All Sales Are Final

    All sales at Velora's Place are final. We do not accept returns, exchanges, or refunds for any reason — including buyer's remorse, change of mind, incorrect product selection, fit or comfort preferences, dislike of materials, scent, packaging, or color, or perceived performance.

    We do not provide cash refunds under any circumstances. Once an order leaves our fulfillment centre, ownership and hygiene responsibility transfer fully to the customer. Your statutory cancellation rights under your province's consumer-protection law still apply and are described in the checkout disclosure block.

    The Only Exception: Product Doesn't Work On Arrival

    We will only consider a claim if a product is completely non-functional on first use — for example, a battery-powered device that will not power on, a charging port that does not connect, or a motor that does not activate. This applies to brand-new units that fail at the moment of unboxing.

    Issues related to personal preference, perceived intensity, comfort, fit, or material feel are not eligible and will not be reviewed.

    Mandatory Video Unboxing Requirement

    To qualify for any claim review, you must record a continuous, unedited video of the unboxing. The video must be filmed in one take, with no cuts or pauses.

    It must clearly show the sealed and undamaged outer package, the seals being broken on camera, the product being removed for the first time, and the attempt to power on or use the product.

    Without a complete unboxing video, no claim can be reviewed — no exceptions. This requirement protects both you and us, and guarantees the integrity of every product we ship.

    How to Submit a Claim

    If your product is non-functional on arrival, you must email care@velorasplace.com within 24 hours of delivery.

    Use the subject line CLAIM — Order #[ORDER NUMBER] and include your full name, order number, a clear description of the issue, and the unboxing video as an attachment or download link. Claims submitted after 24 hours, or without a complete unboxing video, will not be reviewed.

    Approved Claim Outcomes

    When a claim is approved, we will resolve it through one of the following outcomes — at our discretion. We do not issue cash refunds, and shipping costs are non-refundable in all circumstances.

    • Replacement of the same item, subject to availability
    • Store credit equal to the product price (excluding shipping) for use on a future order
    • No cash refunds — refunds to the original payment method are not provided
    • Shipping costs are non-refundable, including for approved claims

    Shop With Confidence Before You Buy

    Because all sales are final, we encourage you to read each product description carefully, review materials and dimensions, check compatibility, and contact us before ordering with any questions. Our care team is happy to help you choose the right item the first time — that's the best way we can serve you.

    Frequently Asked Questions

    Quick answers to the questions our care team hears most often.

    Orders & Shipping

    Products

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    Policy

    This policy applies to all orders placed on Velora's Place. By completing a purchase, you acknowledge that you have read and agreed to the terms above. For questions, visit our Contact page.