Returns & Refunds

WHERE CAN WE REACH YOU?

Our Customer Service team is always here to help and will respond within 24 hours.
šŸ“© Email us at: contact@vourela.com

To help us assist you faster, please include:

  • Your order number

  • A brief description of the issue

  • The email address used to place the order

AM I ELIGIBLE TO RETURN THE PRODUCTS?

You have 14 days from the date you receive your PortoCombā„¢ to request a return.

āœ… Eligible for Return:

  • Unopened and unused products

  • Original packaging in perfect condition

āŒ Not Eligible for Return:

  • Opened or used items

  • Items returned after 14 days

  • Items that donā€™t suit your hair type or personal preferences

HOW TO REQUEST A RETURN:

  1. Email us at contact@vourela.com

  2. Include your order number and purchase email

  3. Explain the reason for your return and specify the product

We will get back to you within 12 hours with instructions.

I RECEIVED A DAMAGED ITEM. WHAT SHOULD I DO?

If your PortoCombā„¢ arrives damaged, please contact us within 7 days of delivery using the subject line:
ā€œDamaged or Defective Productā€

Include:

  • Your Order Number

  • Your Full Name

  • Your Email Address

  • A short description and photo/video of the damage

Weā€™ll review your case and send a replacement promptly.

WHO PAYS FOR RETURN SHIPPING?

The buyer is responsible for return shipping costs.
We recommend using a trackable shipping method, as we are not liable for returns lost in transit.

NON-REFUNDABLE ITEMS:

  • Shipping fees (if applicable)

  • Expedited processing fees

  • Consumables (like serums, gels, creams, or beauty products)

HOW TO SHIP BACK RETURNED ITEMS:

After your return is approved, we will send you detailed instructions.
āš ļø Please do not send anything back without contacting us first.

WHEN WILL I RECEIVE MY REFUND?

Once we inspect and approve your return, youā€™ll receive an email with the result.

Refunds are issued for the product price (minus discounts & shipping fees) and may take several days to appear in your account.

LATE OR MISSING REFUNDS:

If your refund hasnā€™t arrived:

  1. Check your bank account

  2. Contact your credit card provider

  3. Reach out to your bank for processing time

Still no refund? Email us at contact@vourela.com

NOTE:

We reserve the right to update or modify this policy at any time.

Thank you for choosing Vourela. We truly appreciate your support and are committed to helping you enjoy a smooth, confident hair styling experience. šŸ’›