RETURNS AND EXCHANGE
At Prima Veloura, we take great care in checking and packaging every order before it is dispatched. We want you to have a smooth and satisfying shopping experience.
If there is an issue with your order, please read the following Return & Exchange Policy carefully before contacting us.
1. Eligibility for Returns and Exchanges
Prima Veloura accepts requests for:
- Size exchanges, subject to availability.
- Damaged or defective products received by the customer.
- Incorrect products received by the customer.
- Missing items, where applicable.
- Significant product issues that are clearly attributable to the order received.
All requests are subject to the conditions outlined in this policy.
2. 48-Hour Reporting Period
All return or exchange requests must be raised within 48 hours of receiving the order.
Requests received after 48 hours may not be eligible for return or exchange.
We strongly recommend checking your order as soon as it is delivered.
3. Mandatory Unboxing Video
For any claim relating to a damaged, defective or incorrect product, missing item, or significant colour variation, an unboxing video is mandatory.
The unboxing video should:
- Be recorded while opening the package for the first time.
- Clearly show the outer packaging and shipping label.
- Show the package being opened and the product being removed.
- Clearly capture the condition of the product upon opening.
- Be continuous and unedited.
Please retain the original packaging until you have confirmed that the product is satisfactory.
Claims relating to damage, defects, incorrect products, missing items or significant colour variation without a valid unboxing video may not be eligible for return, exchange or other resolution.
4. Size Exchange
We understand that selecting the right size online can sometimes be challenging.
Prima Veloura offers size exchanges, subject to availability of the requested size.
To request a size exchange:
- Contact us within 48 hours of receiving your order.
- The product must meet all the conditions specified under our Product Condition Requirements below.
- The requested replacement size must be available at the time the exchange is processed.
If the requested size is unavailable, our team will inform you about the available options.
Yes. I recommend making this very clear and prominent in the Returns & Exchanges Policy, especially because it protects both the customer and Prima Veloura when there is a genuine damage or product-condition issue.
You can add the following section:
Unboxing Video Is Mandatory
For any claim relating to damage, defect, incorrect product, missing item, or significant colour variation, an unboxing video is mandatory.
Customers are requested to record a continuous, unedited video while opening the package, clearly showing the outer packaging, shipping label and the product as it is removed from the package.
The unboxing video must be provided along with the order number and photographs when submitting a return or exchange request.
Claims without a valid unboxing video may not be eligible for return, exchange or other resolution.
I would also update your damaged/incorrect-product section to read:
What if I receive a damaged or incorrect product?
Please contact Prima Veloura within 48 hours of receiving your order. An unboxing video is mandatory for any claim relating to a damaged, defective or incorrect product, missing item, or significant colour variation. Please provide the unboxing video, order number and clear photographs of the product and packaging. Our team will review the request and guide you through the appropriate resolution.
This wording is much stronger than simply saying “unboxing video required” because it tells the customer when to record it, what the video should show, and what happens if they don't have one.
Absolutely. Since this will be a customer-facing policy on your Shopify store, I would make it clear, firm and easy to understand without making it sound unnecessarily harsh.
I’ve incorporated the terms we established for Prima Veloura: 48-hour reporting period, size exchanges subject to availability, no change-of-mind returns, and mandatory unboxing video for damage/incorrect-product claims.
You can copy and paste the following directly into Shopify and then fill in the few business-specific placeholders.
RETURN & EXCHANGE POLICY
Last Updated: August 2026
At Prima Veloura, we take great care in checking and packaging every order before it is dispatched. We want you to have a smooth and satisfying shopping experience.
If there is an issue with your order, please read the following Return & Exchange Policy carefully before contacting us.
1. Eligibility for Returns and Exchanges
Prima Veloura accepts requests for:
- Size exchanges, subject to availability.
- Damaged or defective products received by the customer.
- Incorrect products received by the customer.
- Missing items, where applicable.
- Significant product issues that are clearly attributable to the order received.
All requests are subject to the conditions outlined in this policy.
2. 48-Hour Reporting Period
All return or exchange requests must be raised within 48 hours of receiving the order.
Requests received after 48 hours may not be eligible for return or exchange.
We strongly recommend checking your order as soon as it is delivered.
3. Mandatory Unboxing Video
For any claim relating to a damaged, defective or incorrect product, missing item, or significant colour variation, an unboxing video is mandatory.
The unboxing video should:
- Be recorded while opening the package for the first time.
- Clearly show the outer packaging and shipping label.
- Show the package being opened and the product being removed.
- Clearly capture the condition of the product upon opening.
- Be continuous and unedited.
Please retain the original packaging until you have confirmed that the product is satisfactory.
Claims relating to damage, defects, incorrect products, missing items or significant colour variation without a valid unboxing video may not be eligible for return, exchange or other resolution.
4. Size Exchange
We understand that selecting the right size online can sometimes be challenging.
Prima Veloura offers size exchanges, subject to availability of the requested size.
To request a size exchange:
- Contact us within 48 hours of receiving your order.
- The product must meet all the conditions specified under our Product Condition Requirements below.
- The requested replacement size must be available at the time the exchange is processed.
If the requested size is unavailable, our team will inform you about the available options.
5. Product Condition Requirements
Products must be returned in their original condition to qualify for an exchange.
The product must be:
At Prima Veloura, we take great care in checking and packaging every order before it is dispatched. We want you to have a smooth and satisfying shopping experience.
If there is an issue with your order, please read the following Return & Exchange Policy carefully before contacting us.
1. Eligibility for Returns and Exchanges
Prima Veloura accepts requests for:
- Size exchanges, subject to availability.
- Damaged or defective products received by the customer.
- Incorrect products received by the customer.
- Missing items, where applicable.
- Significant product issues that are clearly attributable to the order received.
All requests are subject to the conditions outlined in this policy.
2. 48-Hour Reporting Period
All return or exchange requests must be raised within 48 hours of receiving the order.
Requests received after 48 hours may not be eligible for return or exchange.
We strongly recommend checking your order as soon as it is delivered.
3. Mandatory Unboxing Video
For any claim relating to a damaged, defective or incorrect product, missing item, or significant colour variation, an unboxing video is mandatory.
The unboxing video should:
- Be recorded while opening the package for the first time.
- Clearly show the outer packaging and shipping label.
- Show the package being opened and the product being removed.
- Clearly capture the condition of the product upon opening.
- Be continuous and unedited.
Please retain the original packaging until you have confirmed that the product is satisfactory.
Claims relating to damage, defects, incorrect products, missing items or significant colour variation without a valid unboxing video may not be eligible for return, exchange or other resolution.
4. Size Exchange
We understand that selecting the right size online can sometimes be challenging.
Prima Veloura offers size exchanges, subject to availability of the requested size.
To request a size exchange:
- Contact us within 48 hours of receiving your order.
- The product must meet all the conditions specified under our Product Condition Requirements below.
- The requested replacement size must be available at the time the exchange is processed.
If the requested size is unavailable, our team will inform you about the available options.
5. Product Condition Requirements
Products must be returned in their original condition to qualify for an exchange.
The product must be:
- Unworn
- Unused
- Unwashed
- Free from stains, marks, perfume or other signs of use
- Free from alterations or modifications
- With all original tags attached
- With the original packaging and accompanying items, where applicable
Products that have been worn, washed, altered, damaged after delivery or otherwise used may not be eligible for exchange.
6. Damaged or Defective Products
If you receive a product that is damaged or defective, please contact Prima Veloura within 48 hours of delivery.
You must provide:
- Your order number
- A clear description of the issue
- The mandatory unboxing video
- Clear photographs of the product
- Photographs of the packaging and shipping label, where applicable
Our team will review the information provided and determine the appropriate resolution.
7. Incorrect Product
If you receive a product that is different from the one you ordered, please contact us within 48 hours of receiving the order.
Please provide:
- Your order number
- Photographs of the product received
- A clear photograph of the shipping label
- The mandatory unboxing video
Once the issue has been verified, our team will assist you with the appropriate resolution.
8. Colour Variation
We make every effort to photograph and display our products as accurately as possible.
However, slight colour variations may occur due to photography, lighting conditions and differences in individual device or screen settings. Such minor variations do not necessarily constitute a product defect.
If you believe the product has a significant colour discrepancy, please contact us within 48 hours and provide the mandatory unboxing video along with clear photographs.
Our team will review the claim and determine whether it qualifies for an exchange or other resolution.
9. Change of Mind & Personal Preference
Prima Veloura does not accept returns or exchanges due to:
- Change of mind
- Personal preference
- Change in styling preference
- Colour preference where the product is as represented on the website
- Not liking the design after receiving the product
- Ordering the wrong size, except where an eligible size exchange is requested under this policy
We encourage customers to carefully review the product description, photographs and size chart before placing an order.
10. Exchange Process
To request an exchange, please contact us through our Contact Us page within 48 hours of receiving your order.
Please provide your:
- Order number
- Reason for the exchange
- Required size, where applicable
- Relevant photographs
- Unboxing video, where the claim relates to damage, defect, incorrect product, missing item or significant colour variation
Our team will review your request and provide further instructions.
Please do not ship any product back to us before receiving confirmation from our team.
11. Exchange Shipping
Any applicable shipping or reverse-shipping charges for an exchange will be communicated to the customer before the exchange is processed.
[Insert your final exchange-shipping policy here, e.g. “Prima Veloura will bear the applicable shipping cost for verified damaged/incorrect products, while size exchanges will be subject availability and charges will be borne by coustomer
12. Refunds
Prima Veloura does not offer refunds for change of mind, personal preference or size preference.
For verified damaged, defective or incorrect products, the appropriate resolution will be communicated after reviewing the claim and supporting information.
Where a refund is approved, it will be processed using the applicable payment method and within the applicable processing timeframe 7 -8 working days
13. Products That Are Not Eligible for Exchange
An exchange may be refused if the product:
- Has been worn or used
- Has been washed
- Has been altered or modified
- Has stains, marks, odour or other signs of use
- Is returned without original tags
- Is returned without the required original packaging, where applicable
- Is damaged after delivery due to customer handling
- Is returned after the 48-hour reporting period
- Does not meet the conditions of this policy
14. Order Cancellation
If you wish to cancel an order, please contact Prima Veloura as soon as possible.
Cancellation requests are subject to the status of the order. Once an order has been processed or dispatched, cancellation may no longer be possible.
15. Important Note Regarding Unboxing
We strongly recommend that customers record the complete unboxing of every order immediately upon delivery.
The unboxing video serves as important evidence in the event of a dispute concerning the condition, contents or correctness of an order.
For claims relating to damage, defect, incorrect product, missing item or significant colour variation, a valid unboxing video is mandatory for the claim to be considered.
16. Contact Us
For any return or exchange request, please contact us within 48 hours of receiving your order.
Please keep your order number, photographs and any required unboxing video ready when contacting us.
Prima Veloura
Email: primaveloura@gmail.com
Phone/WhatsApp: 9071239325
Website: www.primaveloura.com