Terms of service

These terms govern your use of this website and any purchase you make from it. By placing an order you accept them. Nothing here removes or limits your rights under EU consumer law.

Where our products are sold

Veloura products are sold on this website only. We do not supply marketplaces or third-party resellers. If you find our products for sale elsewhere, they did not come from us and we cannot stand behind what is in the pack.

Prices

All prices are in euros and include VAT. The price charged is the price displayed at the moment you place your order.

We try to keep the site accurate, but if a product is listed at an obviously incorrect price through a genuine error, we may cancel the order and refund you in full rather than fulfil it. We will tell you before doing so.

Placing an order

Adding items to your cart is not a purchase. A contract is formed only when we send you an order confirmation email. Until then we may decline an order — for example if a product is out of stock, if we cannot deliver to your address, or if we suspect fraud.

Payment

Payment is taken at checkout through the providers shown there. We never see or store your full card details.

Delivery

Delivery is free on every order. Estimated delivery is 6–10 business days after a 1–2 day processing period. Full details are in our Shipping Policy.

Cancelling and returning

You have a statutory right of withdrawal of 14 days from receipt, which we voluntarily extend to 30 days. Full details are in our Refund Policy.

Product information

We describe our products as accurately as we can, including ingredients and concentrations printed on the packaging. Photographs are illustrative; colours can vary between screens.

Patch test before first use. Products containing retinal or retinol are for night use only, are not suitable during pregnancy or breastfeeding without medical advice, and require daily SPF 30 or higher. If you have a skin condition, are under medical care, or are taking prescription topical treatments, speak to a doctor or pharmacist before use. Stop using a product if it causes persistent irritation.

Your account

If you create an account, keep your password to yourself and tell us promptly if you think someone else has access to it.

Acceptable use

Do not use this site to break the law, to interfere with its operation or security, to scrape it systematically, or to submit content that is unlawful or abusive. We may suspend access where this happens.

Intellectual property

The Veloura name, logo, site design, text and photography belong to us or our licensors. You may not copy or reuse them commercially without written permission.

Our liability

We are responsible for foreseeable loss caused by our failure to meet these terms. We are not responsible for loss that was not foreseeable, or for business losses.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law. Your statutory rights as a consumer, including the two-year EU legal guarantee of conformity, remain in full.

Events outside our control

We are not liable for delays caused by events beyond our reasonable control — carrier failures, customs, strikes, extreme weather, or similar. If such an event materially affects your order we will contact you and you may cancel for a full refund.

Governing law and your rights

Wherever you live in the European Union, you keep the full protection of the mandatory consumer law of your own country, and you may bring proceedings in the courts of your place of residence. Nothing in these terms takes that away.

Complaints and dispute resolution

Please email us first at support@velouraroutine.com — almost everything is resolved this way.

Changes

We may update these terms. The version that applies to your order is the one published when you placed it.