Terms and Conditions

TERMS & CONDITIONS

Last updated: 03 August 2026

Welcome to My Veloura.

This website is operated by My Veloura. Throughout the site, the terms “we”, “us” and “our” refer to My Veloura.

By visiting our website, using our services or placing an order, you agree to these Terms & Conditions, including any policies referenced on this website.

Please read these Terms carefully before using our website. If you do not agree with these Terms, you should not use our website or purchase from us.

Our store is hosted on Shopify Inc., which provides the e-commerce platform that allows us to sell our products and services.

Contact: support@my-veloura.com

1. ONLINE STORE TERMS

By using this website, you confirm that you are of legal age in your country or region, or that you have permission from a parent or legal guardian.

You may not use our products, website or services for any illegal or unauthorised purpose.

You must not transmit viruses, harmful code, malware or anything that could damage or interfere with the operation of our website.

A violation of these Terms may result in the restriction or termination of your access to our services.

2. GENERAL CONDITIONS

We reserve the right to refuse service, cancel orders or limit access to our services where we have a valid reason to do so.

This may include suspected fraud, misuse, payment issues, abuse, unauthorised resale or violation of these Terms.

You agree not to copy, reproduce, duplicate, sell, resell or exploit any part of our website, products, branding, images, content or services without written permission from My Veloura.

Headings used in these Terms are included for convenience only and do not affect the meaning of the Terms.

3. ACCURACY OF INFORMATION

We do our best to ensure that the information on our website is accurate, complete and up to date.

However, product descriptions, prices, availability, delivery estimates and other content may occasionally contain errors or require updates.

We reserve the right to correct errors, update information or make changes to our website at any time without prior notice.

4. PRODUCT INFORMATION

We aim to display our products, colours, packaging and images as accurately as possible.

Please note that colours may appear slightly different depending on your device, screen settings or lighting.

Our lash products are designed for personal beauty use. Results may vary depending on application, natural lashes, aftercare and individual use.

Any wear-time information, including “designed for up to 7 days wear”, is an estimate and not a guaranteed result.

5. PRICES & SERVICE CHANGES

Prices for our products may change without notice.

We reserve the right to modify, update or discontinue any product, service, offer or part of the website at any time.

We are not liable to you or any third party for price changes, product updates, discontinued items or service changes.

6. ORDERS, BILLING & ACCOUNT INFORMATION

You agree to provide accurate, complete and current information when placing an order.

This includes your name, billing address, shipping address, email address, payment details and any other information required to complete your purchase.

We may refuse, cancel or limit orders if we believe there is an issue with payment, fraud risk, stock availability, incorrect information or suspected unauthorised resale.

If we make a change to or cancel an order, we may contact you using the email address or phone number provided at checkout.

7. ORDER CANCELLATIONS

Orders can be cancelled within 2 hours of placement.

After this period, cancellation is not guaranteed because your order may already be processed, packed or prepared for shipment.

If your order has already shipped, our Returns & Refund Policy will apply.

Separately from the cancellation window above, consumers in the UK and EU have a statutory right to cancel within 14 days of delivery. This is explained in our Returns & Refund Policy and is not limited by this section.

To request a cancellation, contact us as soon as possible at:

support@my-veloura.com

Please include your order number and the email address used at checkout.

8. SHIPPING & DELIVERY

Shipping times and delivery estimates are explained in our Shipping Policy.

Delivery times are estimates and may vary due to carrier delays, customs processing, high demand, public holidays, local postal delays or circumstances outside our control.

Once your order has shipped, you may receive tracking information by email when available.

My Veloura is not responsible for delays caused by customs, incorrect shipping addresses, failed delivery attempts or carrier issues outside our control.

International orders may be subject to customs duties, import taxes or additional fees depending on your country. These charges are not included in our product prices and are the responsibility of the customer.

For more information, please see our Shipping Policy.

9. RETURNS & REFUNDS

Returns and refunds are handled according to our Returns & Refund Policy.

To qualify for a return, items must be unused, unopened, in their original packaging and in the same condition as received.

For hygiene reasons, lash products cannot be returned once opened, used, worn, applied or removed from their original sealed packaging.

If your item arrives damaged, defective or incorrect, please contact us within 48 hours of delivery at:

support@my-veloura.com

Please include your order number, a photo or video of the issue and the email address used at checkout.

Approved refunds will be processed to the original payment method. It may take a few business days for the refund to appear, depending on your bank or payment provider.

10. SUBSCRIPTIONS

If you purchase a subscription product, you agree to recurring payments according to the subscription frequency selected at checkout.

Subscription details, including price, frequency and discount, will be shown before you complete your purchase.

You are responsible for managing your subscription, including updating payment details, shipping address or delivery frequency when needed.

Depending on the subscription settings available, you may be able to pause, skip, manage or cancel your subscription through your customer account or subscription portal.

If you need help managing your subscription, contact us at:

support@my-veloura.com

Please include the email address used at checkout.

11. DISCOUNT CODES & PROMOTIONS

Discount codes, promotional offers and special deals may be subject to specific conditions.

Discounts may have expiration dates, usage limits, product restrictions or minimum order requirements.

Discount codes cannot always be combined with other offers, subscriptions, sale items or automatic discounts unless stated otherwise.

We reserve the right to modify, cancel or refuse a discount code if it is used incorrectly, abused or applied in a way that was not intended.

12. PERSONAL INFORMATION

Your submission of personal information through the website is governed by our Privacy Policy.

Please review our Privacy Policy for details on how we collect, use and protect your information.

13. THIRD-PARTY TOOLS, APPS & LINKS

Our website may use third-party tools, apps, payment providers, shipping services, analytics tools or integrations to operate the store and provide services to you.

We may also provide links to third-party websites or services.

We are not responsible for the content, accuracy, policies or practices of third-party websites or services.

Your use of third-party services may be subject to their own terms and policies.

14. CUSTOMER REVIEWS & FEEDBACK

If you submit reviews, comments, photos, feedback or other content to My Veloura, you agree that we may use, display, edit or share this content for business, marketing or customer support purposes, where permitted by law.

You must not submit content that is unlawful, abusive, misleading, offensive, defamatory, harmful or violates the rights of another person.

We reserve the right to remove or refuse content that we consider inappropriate or in violation of these Terms.

15. PROHIBITED USES

You may not use our website, products or services:

- For any unlawful purpose
- To violate any laws or regulations
- To infringe upon our intellectual property rights or the rights of others
- To submit false or misleading information
- To upload or transmit viruses, malware or harmful code
- To collect personal information of others without permission
- To spam, phish, scrape, crawl or interfere with the website
- To attempt unauthorised access to our systems
- To abuse discounts, promotions or checkout processes

We reserve the right to terminate your access to our services if you violate these prohibited uses.

16. INTELLECTUAL PROPERTY

All content on this website, including branding, text, images, product names, designs, graphics, logos and layout, belongs to My Veloura or is used with permission.

You may not copy, reproduce, distribute, modify or use our content without written permission from My Veloura.

17. LIMITATION OF LIABILITY

To the fullest extent permitted by law, My Veloura is not liable for indirect, incidental or consequential damages arising from your use of our website, products or services.

Nothing in these Terms limits or excludes any rights you may have under applicable consumer protection laws.

We do not exclude liability where it would be unlawful to do so, including liability for defective goods, goods not as described or rights that cannot be excluded under applicable law.

18. INDEMNIFICATION

You agree to indemnify and hold My Veloura harmless from any claim, demand or damage arising from your breach of these Terms, misuse of our website or violation of any law or third-party rights.

19. SEVERABILITY

If any part of these Terms is found to be unlawful, invalid or unenforceable, that part will be removed or limited to the minimum extent necessary.

The remaining parts of these Terms will continue to apply.

20. TERMINATION

These Terms remain effective unless terminated by you or by My Veloura.

You may stop using our website at any time.

We may terminate or restrict your access to our services if you breach these Terms or misuse our website.

21. GOVERNING LAW

These Terms are governed by the laws of the Netherlands, where My Veloura is established. This does not affect the mandatory consumer protection rights available to you under the law of your own country of residence, which continue to apply in full.

22. CHANGES TO THESE TERMS

We may update, change or replace these Terms at any time by posting updates on this page.

It is your responsibility to review this page periodically.

Your continued use of our website after changes are posted means you accept the updated Terms.

23. CONTACT INFORMATION

Questions about these Terms & Conditions can be sent to:

support@my-veloura.com

By using our website or placing an order with My Veloura, you agree to these Terms & Conditions.

Contact

My Veloura is a business established in the Netherlands. You can reach us any time at support@my-veloura.com and a real person will answer, normally within one business day. Our full registered address is available on request.

Last updated: 23 August 2026