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Effective date: July 11, 2026
Welcome to Veloura.
These Terms and Conditions govern your access to and use of velouraskincare.shop, including any purchase, order, communication or interaction made through our website, WhatsApp, telephone, social-media pages or other official Veloura sales channels.
Throughout these Terms and Conditions, the words “Veloura,” “we,” “us” and “our” refer to the operator of the Veloura online store. The words “customer,” “you” and “your” refer to any person who visits our website, communicates with us or places an order.
By accessing our website, submitting an order or purchasing a Veloura product, you agree to these Terms and Conditions, along with our:
Privacy Policy
Delivery Information
Return and Refund Policy
Any product-specific instructions displayed on our website or packaging
Please read these Terms and Conditions carefully before placing an order.
If you do not agree with these terms, you should not use the website or place an order.
Veloura is a female-focused herbal skincare brand serving customers across Pakistan.
Our first product, Veloura Herbal Acne Cream, is a 20-gram targeted skincare cream developed for:
Pimples
Acne-prone areas
Active blemishes
Post-pimple marks
Emergency spot care
Regular acne-care routines
Our website provides product information, skincare guidance, ordering facilities, customer support and delivery services.
By using our website or placing an order, you confirm that:
You are legally capable of entering into a purchase agreement; or
You are using the website with the involvement and permission of a parent or legal guardian
The information you provide is accurate
You are placing the order for a lawful purpose
You intend to receive and pay for the order
You will comply with these Terms and Conditions
Minors should not independently provide personal, delivery or payment information without the permission of a parent or guardian.
You accept these Terms and Conditions when you:
Browse or use our website
Add a product to your cart
Complete checkout
Confirm an order through WhatsApp or telephone
Pay for an order
Receive a cash-on-delivery parcel
Contact us for customer support
Submit a review, image, testimonial or other content
Placing an order does not automatically guarantee its acceptance.
We reserve the right to review, confirm, reject or cancel an order where there is a reasonable operational, security, availability or fraud-related concern.
We make reasonable efforts to present accurate and updated information about Veloura products.
Product information may include:
Product name
Product size or weight
Ingredient information
Intended use
Application instructions
Product benefits
Product photographs
Price
Availability
Delivery information
Safety guidance
Minor differences may occasionally appear between the product shown online and the product delivered because of:
Screen and display settings
Photography lighting
Packaging updates
Label improvements
Printing differences
Product-batch variations
Natural variations in botanical ingredients
Such minor differences do not automatically mean that the product is defective or incorrect.
We will not intentionally substitute a materially different product without informing the customer.
Veloura Herbal Acne Cream contains natural and botanical ingredients.
Products containing natural ingredients may experience minor differences in:
Colour
Aroma
Texture
Consistency
Appearance
These characteristics may vary slightly between batches without necessarily affecting the intended use of the product.
Customers should store the product according to the instructions displayed on the packaging and keep it away from contamination, excessive heat, moisture and direct sunlight.
Every person’s skin is different.
Product results may depend on factors including:
Skin type
Type of breakout
Size of the pimple
Severity of acne
Hormonal factors
Skin sensitivity
Frequency of use
Method of application
Existing skincare routine
Makeup and cosmetic use
Environmental conditions
Individual response to the ingredients
Veloura Herbal Acne Cream is designed to help visibly dry active pimples, care for acne-prone spots and improve the appearance of post-pimple marks.
Visible improvement in an ordinary pimple may begin within approximately 24 hours. Larger, inflamed or more developed breakouts may require approximately 36–48 hours or longer.
These timeframes are general product-use expectations and are not guaranteed outcomes.
Results may vary from person to person.
No information on our website, packaging, advertisements, social-media pages or customer-support channels should be interpreted as a guarantee that every customer will experience identical results within a fixed period.
Veloura products are cosmetic and skincare products. They are not intended to replace professional medical diagnosis or treatment.
Information provided through our:
Website
Product pages
Advertisements
WhatsApp support
Phone support
Social-media content
Packaging
Blog or educational content
is provided for general skincare and product-use purposes.
It should not be treated as medical advice.
Customers experiencing persistent, severe, painful, cystic, infected, unusual or worsening acne should seek advice from a qualified dermatologist or healthcare professional.
Customers should not delay professional treatment because of information found on the Veloura website or social-media pages.
Although Veloura Herbal Acne Cream is created with natural and botanical ingredients, natural ingredients may still cause sensitivity or an allergic reaction in some individuals.
Customers are advised to perform a patch test before widespread or repeated use, especially if they:
Have sensitive skin
Have known allergies
Have previously reacted to skincare products
Are using other active skincare treatments
Have damaged or irritated skin
Apply a small amount to a limited area and observe the skin before regular use.
Stop using the product if you experience significant:
Burning
Swelling
Rash
Persistent redness
Severe itching
Unusual irritation
Seek professional medical advice where appropriate.
The description of a product as herbal, botanical or natural does not mean that an allergic reaction is impossible.
Customers must use Veloura products according to the instructions shown on the website, label or packaging.
Veloura Herbal Acne Cream is intended for external skincare use.
Customers should:
Apply the product with clean hands
Use it on clean skin
Apply an appropriate amount to the affected spot
Avoid unnecessary contact with the eyes
Keep the container properly closed
Store the product safely
Keep it out of reach of young children
Follow any warnings printed on the packaging
Customers should not:
Swallow or consume the product
Apply it inside the eyes, mouth or nose
Apply it to open wounds
Apply it to severely damaged skin
Use a contaminated product
Share the container in an unhygienic manner
Mix it with unknown substances
Alter or dilute the formula
Use it after the stated expiry period
Use it for a purpose not described by Veloura
If accidental eye contact occurs, rinse the area carefully with clean water.
Customers using prescription acne treatments, strong exfoliating acids, retinoids, bleaching products or other active skincare ingredients should use appropriate caution.
Combining several products may increase the possibility of dryness or irritation.
Veloura is not responsible for reactions caused by:
Incorrect product combinations
Excessive application
Use contrary to instructions
Use alongside an undisclosed treatment
Application to already damaged or highly irritated skin
Known allergies ignored by the customer
Consult a dermatologist or qualified professional where there is uncertainty about combining skincare products.
Customers who are pregnant, breastfeeding, undergoing medical treatment or managing a diagnosed skin condition should consult an appropriate healthcare professional before using a new skincare product where necessary.
Customer-support representatives cannot provide personalised medical approval or diagnosis.
Highlighted ingredients in Veloura Herbal Acne Cream include:
Aloe vera
Turmeric
Licorice
Calendula
Holy basil
Tea tree
Witch hazel
Fifteen additional natural ingredients forming part of the proprietary herbal formula
Customers with known ingredient allergies should review available product information before use.
Certain parts of the complete formulation may remain confidential as proprietary product information, subject to applicable labelling and legal requirements.
All product prices displayed on the website are normally shown in Pakistani Rupees unless stated otherwise.
Prices may change because of:
Product costs
Packaging costs
Courier charges
Promotional campaigns
Inventory conditions
Operational expenses
Tax or regulatory changes
Website updates
A price change will not normally affect an order that has already been accepted and confirmed, unless an obvious technical or pricing error occurred.
Although we try to maintain accurate information, occasional technical or human errors may occur.
These may include:
Incorrect product price
Incorrect discount
Incorrect quantity
Duplicate listing
Incorrect delivery charge
Typographical error
Website malfunction
Stock-status error
If an obvious error affects an order, we may contact the customer to:
Explain the error
Correct the order
Offer the correct price
Allow the customer to cancel
Refund an eligible prepaid amount
Cancel the order where necessary
We are not required to complete an order at a clearly incorrect price caused by a genuine technical or typing error.
Veloura may offer:
Percentage discounts
Bundle offers
Limited-time promotions
Coupon codes
Free-delivery campaigns
Seasonal offers
Influencer codes
Customer loyalty offers
Promotions may be subject to separate conditions, including:
Start and ending dates
Minimum order value
Product limitations
Customer eligibility
Usage limits
Geographic restrictions
Stock availability
One code per order
Unless clearly stated otherwise:
Discount codes cannot be exchanged for cash
Discount codes cannot be combined
Expired offers cannot be applied
Offers cannot be applied retrospectively to completed orders
Promotional stock may be limited
We may end or modify a promotion where there is a technical error, misuse, fraud or stock limitation.
Customers may place an order through:
The Veloura website
An official WhatsApp channel
An official telephone number
Another official ordering channel announced by Veloura
To place an order, the customer must provide accurate information, including:
Full name
Active mobile number
Complete delivery address
House or flat number
Street number
Block or sector
Area name
City
Nearby landmark
Product quantity
Any necessary delivery instructions
An order may be delayed or rejected if the information is incomplete, incorrect, suspicious or unverifiable.
After an order is placed, we may contact the customer through phone or WhatsApp to verify:
Customer identity
Contact number
Delivery address
Product quantity
Order amount
Delivery charges
Customer availability
Intent to receive the parcel
A website confirmation screen or automated message acknowledges that the order was received. It does not always mean that the order has been finally accepted or dispatched.
An order is considered accepted after it has been reviewed and confirmed for processing.
We may refuse, hold or cancel an order where:
Customer information is incomplete
The mobile number is invalid
The address cannot be verified
The customer does not respond to confirmation attempts
The product is unavailable
An incorrect price was displayed
Fraud is suspected
The customer has repeatedly refused previous orders
The order appears to be placed for resale without permission
The order involves misuse of a promotion
Delivery is unavailable in the customer’s location
Circumstances beyond our reasonable control prevent fulfilment
Where a prepaid order is cancelled by us and the customer is entitled to a refund, the eligible amount will be returned through an appropriate available method.
Customers should contact us as soon as possible if they need to change or cancel an order.
A request may involve changing:
Product quantity
Customer name
Mobile number
Delivery address
City
Nearby landmark
We will try to accommodate the request if the order has not been dispatched.
Once a parcel has been handed to the courier, cancellation or address changes may not be possible.
Refusing a parcel after dispatch is not the same as cancelling an order before dispatch.
Available payment methods may include:
Cash on delivery
Bank transfer
Mobile-wallet payment
Online payment methods displayed at checkout
Payment options may change depending on availability, location and website configuration.
Customers must not send payment to an unofficial account or individual claiming to represent Veloura.
Veloura representatives will never ask customers to share:
ATM PIN
Mobile-wallet PIN
Internet-banking password
One-time verification code
Complete confidential banking credentials
For cash-on-delivery orders, the customer agrees to:
Provide genuine order information
Remain available to receive the parcel
Answer courier calls
Pay the applicable total amount
Arrange payment at the time of delivery
Inform another responsible recipient if someone else will receive it
The courier rider may collect:
Product price
Delivery charges
Any other amount clearly confirmed as part of the order total
Customers should confirm the amount before completing the order.
Delivery charges are normally paid by the customer.
Standard delivery charges usually range between:
PKR 250 and PKR 300
The actual charge may depend on:
Customer location
Courier company
Distance
Remote-area status
Service availability
Current courier pricing
The delivery charge shown or confirmed for the order forms part of the total amount payable.
Promotional free delivery may be available during selected campaigns.
Estimated delivery times are:
Major cities: Approximately 2 working days
Far, rural or remote areas: Approximately 3–4 working days
Delivery estimates normally begin after order confirmation and dispatch.
These timelines are estimates rather than guarantees.
Delivery may be delayed by:
Public holidays
Sundays
Weather conditions
Flooding
Road closures
Security conditions
Political activity
Courier disruptions
High seasonal demand
Incorrect addresses
Missed courier calls
Remote-area limitations
Events beyond our reasonable control
Customers ordering before a wedding, event, function, interview or other important occasion should order sufficiently early.
The customer is responsible for providing:
An accurate name
An active mobile number
A complete delivery address
Clear location details
A nearby landmark
A correct city and area
Appropriate delivery instructions
The customer must remain available to answer calls from the courier rider.
Failure to provide correct information may result in:
Delivery delay
Failed delivery
Parcel return
Additional delivery charges
Cancellation of the order
Full delivery terms are provided on our Delivery Information page.
If a customer confirms an order but:
Refuses the parcel without a valid reason
Provides an incorrect address
Provides an invalid telephone number
Fails to answer repeated courier calls
Remains unavailable during delivery attempts
Changes their mind after dispatch
the parcel may be returned to Veloura.
Courier companies may charge us for both the outward and return journey.
Where appropriate, a customer requesting redelivery may be required to pay the new delivery charge or other reasonable courier costs before the parcel is dispatched again.
Repeated refusal of confirmed orders may result in future orders being:
Rejected
Requiring advance payment
Subject to additional verification
Customers should inspect the parcel’s outer condition at the time of delivery where reasonably possible.
If the parcel appears:
Opened
Severely damaged
Wet
Crushed
Tampered with
Incorrectly labelled
the customer should take photographs or video evidence and contact us promptly.
Customers should retain:
Outer courier packaging
Product packaging
Shipping label
Order details
Photographic evidence
until the matter is reviewed.
Returns, replacements and refunds are governed by our separate Return and Refund Policy.
Because skincare is a personal-use and hygiene-sensitive product, eligibility may depend on factors such as:
Whether the product has been opened
Whether the seal is intact
Whether the product was used
Whether the wrong product was delivered
Whether the parcel was damaged
Whether there is a verified product defect
When the concern was reported
Whether reasonable evidence was provided
A customer’s change of mind does not automatically make an opened or used skincare product eligible for return.
Nothing in these Terms and Conditions is intended to remove any mandatory customer right that applies under relevant law.
Lack of the customer’s preferred cosmetic result does not automatically mean that the product is defective.
Skincare results are influenced by individual skin conditions and can vary.
Refund or replacement eligibility will not be based solely on:
Different result timelines
Personal dislike of natural aroma
Minor natural colour variations
Minor texture variations
Failure to follow instructions
Use for an unsuitable purpose
Reaction caused by a known allergy
Use with conflicting products
Unrealistic expectations
A claim unsupported by reasonable evidence
Each concern will be reviewed according to the Return and Refund Policy and the circumstances of the case.
Customers agree that we may contact them regarding:
Order confirmation
Address verification
Payment
Dispatch
Courier tracking
Delivery
Returns
Complaints
Customer support
Security concerns
Communication may be made through:
Telephone
SMS
Website messages
Social-media messages
Optional promotional communication is governed by the customer’s marketing preferences and our Privacy Policy.
Customers may voluntarily submit:
Reviews
Testimonials
Comments
Suggestions
Product photographs
Videos
Before-and-after content
Social-media mentions
Customers must only submit content that:
Is truthful
Reflects their genuine experience
Belongs to them
Does not violate another person’s privacy
Does not contain unlawful or abusive material
Does not contain false medical claims
Does not infringe copyright or other rights
Submitting content privately does not automatically give us permission to use an identifiable customer image in advertising.
Where appropriate, we will request or confirm permission before publishing identifiable photographs, videos or private testimonials for marketing.
Customers may contact us to request review or removal of published content, subject to reasonable limitations.
Customers must not use our website or services to:
Commit fraud
Place fake orders
Provide false information
Harass staff or delivery personnel
Attempt unauthorised access
Introduce viruses or malicious code
Scrape website content without permission
Copy our branding for commercial use
Impersonate Veloura
Misuse discount codes
Resell counterfeit products
Publish knowingly false information
Violate another person’s rights
Engage in unlawful activity
We may restrict access, reject orders or take appropriate action in response to suspected misuse.
Unless otherwise stated, the content associated with Veloura is owned by or licensed for our use.
This includes:
Veloura name
Logo
Botanical emblem
Packaging design
Colour system
Product-label design
Product photographs
Website content
Advertisements
Written descriptions
Graphics
Videos
Slogans
Layouts
Product concepts
Proprietary formula information
Customers may view and use website content for personal shopping purposes.
No person may reproduce, modify, copy, distribute, sell, imitate or commercially use Veloura content without written permission.
We cannot guarantee the authenticity, quality, storage conditions or safety of products purchased from an unauthorised seller.
Customers should purchase through:
velouraskincare.shop
Official Veloura social-media channels
Officially announced sales partners
We are not responsible for counterfeit, altered, expired, refilled or improperly stored products sold by unauthorised parties.
Suspected counterfeits or impersonation should be reported to us.
Our website may use or link to third-party services, including:
Shopify
Courier companies
Payment providers
Social-media platforms
Analytics services
Review applications
Customer-support tools
These third parties may have their own terms and privacy practices.
We are not responsible for independent third-party websites, content or services that are outside our reasonable control.
Customers should review the terms of any third-party platform they use.
We aim to keep our website accessible and functional, but uninterrupted availability cannot be guaranteed.
The website may occasionally be affected by:
Maintenance
Technical errors
Hosting interruptions
Internet outages
Security updates
Application failures
Events beyond our control
We may modify, suspend or discontinue a website feature where reasonably necessary.
To the maximum extent permitted by applicable law, Veloura will not be responsible for indirect or consequential loss arising from:
Incorrect use of the product
Failure to follow instructions
Known allergies
Use with incompatible products
Reliance on general skincare information as medical advice
Customer-provided address errors
Missed courier calls
Courier delays outside our reasonable control
Unauthorised third-party sellers
Website interruptions
Events beyond our reasonable control
Where liability cannot legally be excluded, it will be limited only to the extent permitted by applicable law.
Nothing in these terms excludes liability or customer rights that cannot lawfully be excluded.
To the extent permitted by applicable law, a user may be responsible for reasonable loss or expense caused by their:
Fraudulent activity
Fake orders
Unlawful website use
Intellectual-property infringement
Impersonation of Veloura
Deliberate misuse of our services
Violation of another person’s rights
This section does not apply where the loss was caused by Veloura’s own unlawful conduct.
We are not responsible for delay or failure caused by circumstances that we could not reasonably prevent or control.
These may include:
Natural disasters
Floods
Severe weather
Fire
Epidemics
Government restrictions
War or civil unrest
Political demonstrations
Road closures
Courier interruptions
Telecommunications failure
Power outages
Supply-chain disruptions
Labour disputes
We will make reasonable efforts to communicate significant order-related delays where practical.
Customers should first contact us directly regarding any complaint.
Please provide:
Full name
Mobile number used for the order
Order number, where available
Delivery city
Description of the concern
Relevant photographs or video
Preferred resolution
We will review the concern and attempt to resolve it fairly.
Where a dispute cannot be resolved directly, the parties may use any remedy available under applicable law.
These Terms and Conditions are governed by the applicable laws of Pakistan.
Any dispute will be handled by a competent authority or court with jurisdiction under applicable law.
Nothing in these Terms and Conditions is intended to remove or limit a customer right that cannot lawfully be excluded.
If any provision of these Terms and Conditions is found to be invalid or unenforceable, the remaining provisions will continue to apply.
The invalid provision will be interpreted or adjusted only to the minimum extent necessary to make it lawful and enforceable where possible.
If we do not immediately enforce a provision of these Terms and Conditions, this does not mean that we have permanently waived the right to enforce it later.
These Terms and Conditions, together with the policies referred to within them, form the agreement governing the customer’s use of our website and purchase of our products.
They replace previous informal explanations to the extent that those explanations conflict with the published policies.
We may update these Terms and Conditions to reflect:
Product developments
Website changes
Operational changes
Courier changes
Payment changes
Legal requirements
New services
Policy improvements
The updated version will be published on this page with a revised effective date.
Changes will generally apply from the date they are published and will not unfairly alter a completed transaction retroactively.
Customers are encouraged to review the terms before placing an order.
For questions about these Terms and Conditions, products or orders, contact Veloura through:
Phone and WhatsApp: 03239707831
Website: velouraskincare.shop
Customer-support requests should include the customer’s name, order phone number and order details where relevant.
By continuing to use our website or placing an order, you confirm that:
You have read these Terms and Conditions
You understand the product is a skincare product rather than a substitute for medical care
You understand that individual results may vary
You agree to provide correct order information
You agree to remain available for delivery
You agree to pay the confirmed order total
You agree to follow the product-use instructions
You accept the policies applying to your purchase