Refund & Cancellation Policy

1. Order Cancellation

Customers may request cancellation of an order by contacting VELORA as soon as possible.

If an order has not yet entered preparation, customization, sourcing, or delivery, we will generally cancel the order and process an applicable refund.

If preparation or customization has already started, the amount refundable may depend on costs already reasonably incurred in preparing the order.

For customized, personalized, made-to-order, or perishable items, cancellation may be limited once preparation or sourcing has begun.

We will always consider cancellation requests fairly and in accordance with applicable consumer-protection laws.

2. Refunds

A refund may be considered where:

• VELORA is unable to fulfil a paid order.
• The wrong item or substantially incorrect order was supplied.
• An item arrives damaged or defective.
• A significant part of an order is missing.
• An order is cancelled before preparation or fulfilment begins, where applicable.
• A refund is otherwise required under applicable law.

Where a problem with an order is caused by VELORA, we may offer a replacement, correction, store credit, partial refund, or full refund, depending on the circumstances and the customer's preference where reasonably possible.

3. Damaged, Incorrect or Missing Items

If your order arrives damaged, incorrect, or incomplete, please contact VELORA as soon as possible after delivery.

To help us investigate the issue, we may request:

• Your order number.
• A description of the problem.
• Clear photographs or videos of the item or package where appropriate.
• Any other information reasonably required to verify the issue.

If the issue is confirmed to be our responsibility, we will work with you to provide an appropriate remedy.

4. Customized and Personalized Orders

Customized gifts, personalized cards, cakes, specially prepared gift boxes, and other made-to-order items may not be eligible for cancellation or refund once preparation has begun, except where the item is defective, materially different from what was ordered, or otherwise covered by applicable law.

Where a customer provides incorrect personalization details, such as a wrong name, message, spelling, photo, colour, or design instruction, VELORA may not be responsible for the resulting error where the order was produced according to the information supplied by the customer.

We will, however, make reasonable efforts to resolve mistakes fairly.

5. Perishable Items

Fresh fruits, cakes, and other perishable products are prepared or sourced specifically for orders.

Because of their nature, cancellation after preparation or sourcing may be restricted.

However, if a perishable item arrives in an unacceptable condition or is materially different from what was ordered, please contact us promptly so that we can assess the issue and provide an appropriate remedy.

6. Product Substitutions

Sometimes a particular product, flavour, colour, brand, fruit, packaging material, or other item may become unavailable.

Where necessary, VELORA may propose a suitable replacement of comparable value and will seek the customer's approval where reasonably practicable.

We will not intentionally substitute an item with a materially different product without appropriate notice or consent, except where a reasonable alternative is necessary and permitted by the circumstances.

7. Delivery Issues

Delivery charges may be refundable where the failure to deliver is attributable to VELORA, subject to the circumstances of the order.

Where a delivery fails because of incorrect or incomplete information supplied by the customer, the recipient being unavailable, refusal to accept the order, or other circumstances outside VELORA's reasonable control, additional delivery arrangements or charges may apply.

We will communicate with the customer and attempt to resolve delivery issues reasonably.

8. Refund Processing

Once a refund has been approved, VELORA will communicate the expected refund method and processing period.

Refunds will generally be made through the original payment method where reasonably possible. Where this is not possible, VELORA may request appropriate information necessary to process the refund through another reasonable method.

Processing times may depend on the payment provider or financial institution involved.

9. Promotions and Discounts

Promotional offers may have specific terms, including eligibility requirements, expiry dates, minimum order values, or other conditions.

Any restriction on cancellation or refund connected to a promotion will be clearly communicated before or at the time of purchase.

Promotions do not remove rights that cannot lawfully be excluded.

10. How to Request a Refund or Cancellation

To request a cancellation, refund, replacement, or other resolution, contact VELORA through the customer-support channels displayed on our website. Please provide:

• Your order number.
• Your name and contact information.
• The reason for your request.
• Relevant photographs or supporting information where applicable.

11. Fair Treatment

VELORA aims to handle refund and cancellation requests fairly and transparently.

Nothing in this policy is intended to remove or limit any consumer right or legal remedy that cannot lawfully be excluded under applicable Nigerian law.

If you have a concern about an order, please contact us first so we can try to resolve the matter promptly.