Refund policy
Last updated: April 14, 2026
This Return & Refund Policy applies to purchases made from bystudiovelora.com, operated by Verseux Titouan, trading as 27 Agency ("Studio Velora", "we", "us", or "our").
For any question regarding a return, refund, damaged item, or delivery issue, please contact us at:
Email: support@bystudiovelora.com
Important Notice
Nothing in this Policy limits any mandatory consumer rights that may apply under the laws of your country or state of residence. Where local law gives you additional rights, those rights remain fully applicable.
1. General Policy
We want you to shop with confidence. If you wish to return an eligible item, please contact us within 14 days of receiving your order.
To be eligible for a return based on change of mind, the item must:
- be unused, unworn, and unaltered;
- be in its original condition;
- be returned in its original packaging;
- where applicable, remain unopened and sealed.
Returns sent without first contacting us may not be accepted.
2. Change-of-Mind Returns
Subject to applicable law, we accept change-of-mind returns for eligible items requested within 14 days after delivery.
Please note:
- return shipping costs are the responsibility of the customer unless otherwise required by law;
- original shipping charges are non-refundable, except where required by applicable law;
- we may refuse returns that do not meet the conditions of this Policy.
To request a return, email support@bystudiovelora.com with:
- your full name;
- your order number;
- the item(s) you wish to return;
- the reason for the return.
If your return is approved, we will provide return instructions.
3. Sealed Products and Hygiene-Related Items
Certain products may be supplied in sealed packaging for hygiene and/or health protection reasons.
Where permitted by applicable law, we reserve the right to refuse a change-of-mind return for any sealed item that has been opened, unsealed, used, or is otherwise no longer in a resalable condition.
If you receive an item that is defective, damaged, incorrect, or affected by a quality issue, please contact us even if the packaging has been opened. Such cases are handled separately from change-of-mind returns.
4. Defective, Damaged, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at support@bystudiovelora.com within a reasonable time after delivery.
Please include:
- your order number;
- a description of the issue;
- clear photos showing the product and the problem.
Depending on the circumstances, we may offer one of the following remedies:
- replacement;
- refund;
- partial refund;
- store credit;
- another appropriate solution.
We reserve the right to investigate claims and request reasonable supporting evidence before issuing a remedy.
5. Cancellation Before Shipment
If you need to cancel an order, please contact us as soon as possible.
If the order has not yet entered processing or shipment, we may be able to cancel it and issue a full refund.
If the order has already been processed or shipped, cancellation may no longer be possible and the order will be handled under this Return & Refund Policy.
6. Return Process
To start a return:
- Email support@bystudiovelora.com within the applicable return period.
- Wait for our return instructions.
- Package the item securely.
- Send the item back using a tracked shipping method where possible.
The return address will be provided after your request is reviewed.
You are responsible for the returned item until it reaches the designated return location. We recommend using a tracked service and keeping proof of postage.
7. Refunds
If your return is approved and received, your refund will be issued to the original payment method used for the purchase, unless otherwise agreed or required by law.
If a return is based on a valid legal cancellation right, any refund required by law will be processed in accordance with the applicable legal timeframe.
For standard approved returns under this Policy, refunds are typically processed after:
- the returned item has been received and inspected; or
- we have otherwise confirmed eligibility for a refund.
Please note:
- your bank or payment provider may take additional time to post the refund;
- if the item is returned used, damaged, incomplete, or in a diminished condition beyond what is necessary to inspect it, we may reduce the refund where permitted by law.
8. Non-Returnable or Restricted Items
To the extent permitted by applicable law, the following may not be eligible for return:
- opened or unsealed hygiene-related items;
- used items;
- items not in their original condition;
- items returned without prior contact;
- items damaged after delivery due to misuse, improper storage, or failure to follow care or application instructions.
This section does not affect your rights in relation to items that are defective, damaged on arrival, or not as described.
9. Failed Delivery, Refused Delivery, or Unclaimed Parcels
If a parcel is returned to us because:
- the shipping address provided was incorrect or incomplete;
- the parcel was refused by the customer;
- the parcel was unclaimed;
- the customer failed to cooperate with delivery or customs procedures where applicable,
we may deduct any return, handling, or non-recoverable shipping costs from any refund, to the extent permitted by law.
If you notice an address error after placing your order, contact us immediately. We cannot guarantee changes once processing has begun.
10. Lost Packages and “Delivered” Status Claims
If your parcel appears to be lost in transit, please contact us and we will review the case.
If tracking shows the parcel as delivered, we may ask you to:
- confirm the delivery address;
- check with household members, neighbors, or reception;
- allow a short additional period for final delivery;
- provide any relevant supporting details.
Where a parcel is confirmed lost in transit, we may offer a replacement or refund after review.
Where tracking confirms delivery to the address provided at checkout, we reserve the right to decline a refund if there is no evidence of carrier error, theft covered by the carrier, or another verified delivery issue. We will still review each case in good faith.
11. Exchanges
We do not guarantee direct exchanges.
If you would like a different item, the fastest option is usually to request a return for the eligible item and place a new order separately, unless we agree otherwise.
12. Chargebacks and Payment Disputes
Before opening a chargeback or payment dispute, we encourage you to contact us first at support@bystudiovelora.com so we can try to resolve the issue directly.
13. Local Consumer Rights
For customers in the European Union, France, the United Kingdom, and other jurisdictions with mandatory consumer protection laws, nothing in this Policy limits your statutory rights, including any rights relating to cancellation, faulty goods, items not as described, or delayed refunds.
For customers in the United States, your rights may vary depending on applicable federal or state law, and this Policy is intended to operate alongside those rights.
14. Model Cancellation / Withdrawal Message
If you wish to cancel an eligible order within the applicable legal withdrawal period, you may email us using the following wording:
I hereby give notice that I cancel my contract of sale for the following order:
Order number:
Customer name:
Customer address:
Date ordered:
Date received:
Item(s) concerned:
Reason for return (optional):
Date:
Please send this to:
15. Contact
Studio Velora
Operated by Verseux Titouan, trading as 27 Agency
23 rue des tournesols
31170 Tournefeuille
France
Email: support@bystudiovelora.com
Website: bystudiovelora.com
