Refund policy

### Summary
We want your purchase to feel secure. Because of dropshipping (direct supplier fulfillment), physical returns are not always available. We resolve eligible cases with a refund, store credit, or replacement.

### Reporting window
You have **7 calendar days** from delivery (or from the tracking “delivered” date) to report damage, wrong item, major description mismatch, or non-delivery beyond the shipping estimate.

Email **support@[yourdomain]** with order number, clear photos/video, and a short description.

### Eligibility
**Eligible:** damaged/defective items, wrong SKU, delivered-but-not-received (investigated), supplier cancellation.  
**Not eligible (unless our error):** change of mind, wrong size/color chosen by customer when the listing was clear, misuse, items marked final sale.

### Process
1. Contact us within the window with evidence.  
2. We verify with the supplier (typically **3–7 business days**).  
3. Outcome: **reship**, **partial/full refund**, or **Velora credit**.

### Refunds
Approved refunds go back to the original payment method; banks may take 5–10 business days to show the credit.

### Colombia & USA
Same policy in both markets. Refund currency matches the order currency (COP or USD).