Refund policy
Return & Refund Policy
Last Updated: October 13, 2026
At Velora Shop, customer satisfaction is important to us. We aim to provide clear information about returns, order cancellations, refunds, and customer rights.
This policy applies to purchases made through our online store and is subject to applicable consumer protection laws, including the Israeli Consumer Protection Law, 1981.
1. Voluntary 30-Day Return Policy
We offer a voluntary 30-day return period starting from the date you receive your order.
To request a return under this policy, please contact us within 30 days of delivery.
For voluntary returns, products should generally:
- Be unused, unworn, and in their original condition.
- Include original packaging and tags, where applicable.
- Be accompanied by an order number or proof of purchase.
These conditions apply to our additional voluntary return policy and do not restrict mandatory consumer rights under applicable law.
2. How to Request a Return
To request a return, please contact:
Email: tiser.swete@gmail.com
Phone: 0534309343
Please provide your order number, the product you wish to return, and relevant information about your request.
We will provide return instructions and the appropriate return address.
For voluntary returns, please contact us before shipping an item to ensure it reaches the correct return location.
This procedure does not restrict any statutory right to cancel a transaction using a legally permitted cancellation method.
3. Statutory Cancellation Rights in Israel
For eligible distance-selling transactions in Israel, consumers generally have the right to cancel within 14 days of receiving the product or the legally required transaction disclosure document, whichever is later, subject to applicable conditions and exceptions.
Certain consumers, including eligible senior citizens, persons with disabilities, and new immigrants, may qualify for an extended cancellation period of up to four months under the conditions established by Israeli law.
Mandatory statutory cancellation rights apply regardless of our voluntary 30-day return policy.
4. How to Cancel an Order
Customers may request cancellation by contacting Velora Shop through the following methods:
Email: tiser.swete@gmail.com
Phone: 0534309343
Website: https://velorafaonline.myshopify.com
Where required by law, additional cancellation methods, including an accessible online cancellation option, will be made available.
Please provide sufficient details to identify your transaction, such as your name and order number.
A reason for cancellation is not required where applicable law grants a cancellation right without providing a reason.
If an order has already shipped, the relevant statutory cancellation and return requirements will apply.
5. Damaged, Defective, or Incorrect Products
Please inspect your order upon delivery.
If you receive a damaged, defective, or incorrect product, contact us as soon as reasonably possible.
Email: tiser.swete@gmail.com
Phone: 0534309343
Please provide your order number, a description of the problem, and photographs if available.
We will review the issue and provide an appropriate remedy in accordance with applicable law.
Where the law requires us to bear return-related costs, customers will not be charged those costs.
Nothing in this section limits mandatory legal remedies.
6. Return Shipping Costs
For voluntary returns due to a change of mind, customers are generally responsible for return shipping costs unless we agree otherwise.
For statutory cancellations, responsibility for returning products and any associated costs will be determined according to applicable law and the reason for cancellation.
Where cancellation results from a qualifying defect, nonconformity, or failure to deliver as legally required, customers will not be charged costs that the law requires the business to bear.
Return shipping arrangements will be communicated to customers as appropriate.
7. Refunds
For eligible statutory cancellations in Israel, refunds will be processed within the period required by law, generally within 14 days after receiving a valid cancellation notice.
Where legally required, any applicable payment cancellation or refund confirmation will be provided.
For voluntary returns outside the statutory cancellation framework, approved refunds will be processed promptly after the applicable return conditions have been satisfied.
Refunds will generally be issued through the original payment method, subject to applicable legal requirements.
Banks and payment providers may require additional processing time before a refund appears in the customer’s account.
8. Cancellation Fees
For eligible statutory cancellations where Israeli law permits cancellation fees, such fees will not exceed 5% of the transaction price or NIS 100, whichever is lower.
Cancellation fees will not be charged where prohibited by law, including qualifying cancellations resulting from defects, nonconformity, failure to deliver as legally required, or other circumstances in which the customer is entitled to cancellation without such fees.
Any additional amount may be charged only where expressly permitted by applicable law.
9. Products Excluded from Returns or Cancellations
Certain products may be excluded from our voluntary return policy for hygiene, safety, customization, or other legitimate reasons.
Examples may include certain personalized products, perishable goods, or opened hygiene-sensitive products.
Statutory cancellation exceptions will apply only to products and circumstances expressly covered by applicable law.
Sale or discounted products retain all mandatory consumer rights.
10. Exchanges
Customers who wish to exchange an item may contact us by email or phone.
Exchanges are subject to product availability and applicable return conditions.
Where a direct exchange is unavailable, we may offer a return and separate purchase.
Mandatory consumer rights remain unaffected.
11. International Orders
Velora Shop may serve customers in Israel and selected international destinations.
International returns and cancellations may involve different shipping arrangements.
Customers retain mandatory consumer protection rights applicable to their transactions, including any legally applicable withdrawal or refund rights in their country or region.
Nothing in this policy excludes rights that cannot legally be waived.
12. Relationship to Our Terms of Service
This Return & Refund Policy should be read together with our Terms of Service and Shipping Policy.
Where a provision conflicts with mandatory consumer protection law, the applicable legal requirement will prevail.
Our voluntary 30-day return policy is an additional benefit and does not replace statutory cancellation rights.
13. Contact Information
Store Name: Velora Shop
Business Address: 5 Sultan Street, Abu Snan, Israel
Phone: 0534309343
Email: tiser.swete@gmail.com
Website: https://velorafaonline.myshopify.com
For assistance with returns, cancellations, exchanges, refunds, or order-related concerns, please contact our customer support team.
Thank you for shopping with Velora Shop!