Refund policy

Return & Refunds

Kelvora Brands LLC, operating Velari Paris, wants you to be satisfied with your purchase. This policy explains how to cancel an order, return an item and obtain a refund.

Cancelling an order

You may cancel your order at no cost up to the point at which it is engraved or dispatched, whichever comes first. Email us with your order number and we will confirm the cancellation and refund the full amount, including delivery, within 5 business days.

30-day returns

Unworn, unengraved items in their original packaging may be returned within 30 days of delivery for a full refund of the item price.

To be eligible, the item must be:

unworn, unused and undamaged
in its original packaging, with any protective film and tags intact
accompanied by your order number or confirmation email

Your statutory right of withdrawal (European Union)

If you are a consumer resident in the European Union, you have a legal right to withdraw from your purchase within 14 days of delivery without giving a reason, under Directive 2011/83/EU. This right exists in addition to the 30-day policy above and applies in full.

The 14 days run from the day you, or a person you nominate other than the carrier, take physical possession of the goods. If your order arrives in several parcels, the period runs from the day you receive the last item.

To exercise it, send us a clear statement before the 14 days end — an email with your order number and the words "I withdraw from my contract" is sufficient. You may also use the model withdrawal form below. Send the goods back within 14 days of telling us.

Where you exercise this right, we refund all payments received from you, including the standard outbound delivery charge, within 14 days of being informed. We may hold the refund until we receive the goods back or you provide proof of dispatch, whichever is earlier.

You may examine the goods as you would in a shop. Where an item is handled beyond what is necessary to establish its nature, characteristics and functioning, we may deduct an amount reflecting the reduction in value.

Engraved and personalised items

Items engraved with text you supply are made individually to your specification. Your engraving is displayed back to you for confirmation before payment, and under Article 16(c) of Directive 2011/83/EU such items fall outside the right of withdrawal.

This applies only to the change-of-mind case. An engraved item that arrives faulty, damaged, or engraved differently from the text you submitted is replaced or refunded in full at our cost, exactly like any other item.

Faulty, damaged or incorrect items

Contact us within 30 days of delivery with your order number and a photograph of the item. We will replace it or refund it in full, at your choice, including the original delivery charge and the cost of return postage.

Consumers in the European Union additionally benefit from the two-year legal guarantee of conformity under Directive (EU) 2019/771. During the first twelve months after delivery, the burden of proving that the item conformed at delivery rests with us.

Ordinary wear, scratching, tarnish caused by contact with perfume, chlorine or cosmetics, and damage from accident or misuse fall outside the guarantee.

How to start a return

Email contact@velariparis.com with your order number and the reason for return.
We reply within one business day with a return authorisation number and the return address.
Pack the item securely, include the return authorisation number, and ship it with a tracked service.
We inspect the return within 2 business days of arrival and confirm the outcome by email.

The return address is issued with your return authorisation, so that every parcel arriving at our returns facility can be matched to an order and refunded without delay. Returns are received in Europe.

Where you return for a change of mind, you bear the direct cost of return — approximately EUR 5 to EUR 12 for a tracked parcel within Europe. Where the item is faulty or incorrect, we cover it.

Refunds

Refunds are issued to the original payment method. Where you exercise the statutory right of withdrawal, the refund is issued within 14 days of notification. In all other cases, refunds are issued within 5 to 10 business days of the return arriving. The time for the credit to appear on your statement depends on your bank or card issuer, typically a further 2 to 10 business days.

We email you when the refund is issued, with the amount and the date.

Exchanges

We exchange for a different size or an item of equal value within the 30-day window, on the same conditions as a return. Where the replacement costs more, we invoice the difference; where it costs less, we refund the difference to the original payment method.

Lost or undelivered parcels

Where a tracked parcel is confirmed lost by the carrier, we reship at our cost or refund in full, at your choice.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To Kelvora Brands LLC, 1209 Mountain Road Pl NE, Ste N, Albuquerque, New Mexico 87110, United States, contact@velariparis.com:

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.