This EU Right of Withdrawal Policy applies only to eligible consumer orders shipped to countries within the European Union.

If your order is shipped outside the European Union, please refer to our general Return & Refund Policy.

Applicable Countries

This policy applies to eligible orders shipped to the following EU countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.

Your EU Right of Withdrawal

If you are an EU customer, you may have the right to withdraw from an eligible online order within 14 days of receiving your order, without giving a reason.

To submit a withdrawal request, please use our EU withdrawal request form here:

Once your request is submitted, our Customer Service team will review your order status, product type, package condition, and any supporting proof required to determine whether your order is eligible for withdrawal.

Items That May Not Be Eligible for Withdrawal

Certain items or situations may not be eligible for withdrawal, cancellation, return, or refund.

💅 Custom-Made Press-On Nails

Veloura Nails press-on nails are handmade to order. Before placing an order, you are required to measure your natural nails and select the size profile that best matches your own nail measurements.

Once your order is placed, your press-on nails may be handmade according to your selected size, style, and product options. If more than 12 hours have passed since your order was placed, production may have already started, and your order may no longer be eligible for cancellation.

If your custom-made press-on nails have already been shipped, they may not be eligible for withdrawal, cancellation, return, or refund, unless there is a quality issue with the item received.

Please review your size, style, and product selections carefully before placing your order.

📦 Hygiene-Sealed Packages

For health and hygiene reasons, Veloura Nails packages may be protected with a safety or hygiene seal. Our products may come into direct or indirect contact with nails, skin, or the cuticle area.

If the package safety or hygiene seal has been removed, opened, broken, or tampered with after delivery, the order may no longer be eligible for withdrawal, cancellation, return, or refund.

Please do not remove or open the safety seal if you wish to exercise your EU right of withdrawal.

💔 Used, Damaged, or Incomplete Items

Items that have been used, worn, damaged, altered, contaminated, or returned with missing packaging, accessories, bundle items, or gifts may not be eligible for withdrawal or refund.

This includes, but is not limited to:

• press-on nails with glue or adhesive residue;
• opened or used nail glue;
• missing adhesive tabs;
• opened or used prep pads;
• used nail tools or accessories;
• missing gifts or bundle items;
• items with visible wear, stains, scratches, or hygiene concerns.

How to Submit a Withdrawal Request

1. Submit your request through our EU withdrawal request form:

2. Our Customer Service team will review your request and may contact you for additional information, including photos showing the package, safety seal, product condition, and all items included in your order.

3. If your request is eligible for review, we will provide return instructions.

4. You must return the order in its original, unused condition, including all packaging, accessories, bundle items, and gifts received with the order.

5. After shipping the return package, please provide valid return shipping proof or tracking information to our Customer Service team.

6. Once the returned package is received and reviewed, or once valid proof of return shipment is provided, our Customer Service team will complete the withdrawal review and process any applicable refund.

Required Proof and Response Time

After receiving your withdrawal request, our Customer Service team may ask you to provide supporting photos or documentation, including but not limited to:

• photos of the package;
• photos of the safety or hygiene seal;
• photos showing whether the package has been opened;
• photos of all items, accessories, gifts, and packaging included in the order;
• return shipping proof or tracking information.

If you do not provide the requested information within 3 business days, or if you refuse to provide the required proof, we may be unable to approve your withdrawal request.

Return Shipping Costs

If your withdrawal request is approved and the item needs to be returned, we kindly ask that you arrange and cover the cost of shipping the package back to Veloura Nails.

Return shipping costs are generally not covered or reimbursed by Veloura Nails, unless the item you received is faulty, damaged, or incorrect, or unless we have agreed otherwise.

For your peace of mind, we recommend using a tracked shipping service and keeping your proof of postage. Please note that Veloura Nails is unable to take responsibility for return packages that are lost, damaged, or delayed during transit.

Refunds

For eligible withdrawal requests, we will refund the price of the returned item and the standard delivery cost paid at checkout, where applicable.

If you selected a delivery method that is more expensive than our standard delivery option, the additional delivery cost may not be refunded.

We may withhold the refund until we have received the returned goods or until you have provided valid proof that you have sent the goods back, whichever occurs first.

Refunds will be issued to the original payment method.

Quality Issues

This policy does not affect your legal rights if you receive an incorrect, defective, or damaged item.

If there is a quality issue with your order, please contact our Customer Service team with clear photos, your order number, and a description of the issue. We will review the case separately under our quality issue policy.