Refund policy

Veyra Oro Refund and Return Policy

Last updated: July 1, 2026

This Refund and Return Policy explains how returns, refunds, exchanges, damaged orders, missing items, subscriptions, and international orders are handled for purchases made from Veyra Oro.

Throughout this policy, “Veyra Oro,” “we,” “us,” and “our” refer to Veyra Oro and its operating legal entity, Veyra Oro.

For support, contact us at:

Email: info@stelladistribution.com
Website: veyraoro.com

1. Return Window

You may request a return within 30 days of delivery.

To be eligible for a return, the product must be:

Unopened
Unused
In its original packaging
Sealed
In resalable condition
Purchased directly from VeyraOro.com
Approved by our customer support team before being sent back

We do not accept returns sent without approval.

1. Products That Cannot Be Returned

Because Veyra Oro sells ingestible wellness products, we cannot accept returns for products that have been opened, used, unsealed, damaged after delivery, altered, or removed from their original packaging.

We cannot accept returns for:

Opened bottles, jars, pouches, bags, or containers
Used products
Products with a broken safety seal
Products missing the original packaging
Products purchased from unauthorized sellers
Gift cards
Digital products
Final sale items
Free gifts
Promotional samples
Products damaged by misuse, storage issues, or customer handling

This rule helps protect product safety, quality, and hygiene.

1. How to Start a Return

To request a return, email us at info@stelladistribution.com within 30 days of delivery.

Please include:

Your full name
Your order number
The email used at checkout
The product you want to return
The reason for the return
Photos of the product and packaging, if requested

If your return is approved, we will send return instructions.

Do not send products back before receiving approval from us.

1. Return Shipping

Customers are responsible for return shipping costs unless the return is caused by our error.

This includes returns due to:

Change of mind
Wrong product ordered by the customer
Refused delivery
Incorrect address provided by the customer
Failure to collect the package
Personal preference
Duplicate order placed by the customer

We recommend using a tracked shipping service.

We are not responsible for returned packages that are lost, delayed, damaged, or delivered to the wrong address by the carrier.

1. Refunds

Once we receive and inspect your approved return, we will notify you whether your refund has been approved.

If approved, the refund will be issued to the original payment method.

Please allow time for your bank, credit card company, or payment provider to process the refund.

Original shipping fees are non-refundable unless required by law or the refund is caused by our error.

Taxes, duties, customs fees, brokerage fees, and import charges are non-refundable unless required by law.

1. Partial Refunds

We may issue a partial refund if:

Only part of the order is returned
The returned product is not in its original condition
The product packaging is damaged
The return is missing items
The return creates extra processing costs
The order included a bundle discount, gift, or promotion

If a bundle is returned partially, the refund may be recalculated based on the full price of the items kept.

1. Damaged, Wrong, or Missing Items

Please inspect your order as soon as it arrives.

If your order arrives damaged, incorrect, or missing an item, contact us within 7 days of delivery at info@stelladistribution.com.

Please include:

Your order number
A description of the issue
Photos of the shipping box
Photos of the packing slip
Photos of the damaged or incorrect product
Photos of the product label and safety seal

If the issue is confirmed, we may offer a replacement, exchange, store credit, or refund.

We may refuse damage claims submitted after 7 days if we cannot verify the issue.

1. Lost Packages

If your tracking shows that the package is still in transit, please allow the carrier time to complete delivery.

If your package appears lost, contact us at info@stelladistribution.com.

We may work with the carrier to investigate.

If the carrier confirms the package was lost, we may offer a replacement, refund, or store credit, depending on the situation.

If the tracking shows the package was delivered, but you did not receive it, please check with neighbors, building staff, household members, your local carrier, and any safe delivery locations before contacting us.

1. Refused Deliveries and Returned Packages

If a package is refused, unclaimed, or returned to us because of an incorrect address, failed delivery attempt, customs refusal, unpaid duties, or failure to collect the package, we may refund the product price after we receive the package back.

Shipping fees, return shipping fees, duties, customs fees, brokerage fees, and carrier fees may be deducted from the refund.

If the package is not returned to us, we may not be able to issue a refund.

1. Order Cancellations

If you need to cancel an order, contact us as soon as possible at info@stelladistribution.com.

We can only cancel an order if it has not yet been processed, packed, fulfilled, or shipped.

Once an order is in fulfillment, we may not be able to cancel it.

1. Subscriptions

If you purchase a subscription, you are responsible for managing or canceling it before the next renewal date.

Subscription orders can be canceled before the next charge is processed.

Once a renewal order has been processed, packed, fulfilled, or shipped, it may not be cancelable.

Returning one subscription order does not automatically cancel your future subscription renewals.

You must cancel the subscription separately through your account or by contacting us at info@stelladistribution.com.

1. Exchanges

We may offer exchanges for eligible unopened products.

Exchanges are subject to product availability.

If the replacement product costs more than the original product, you may need to pay the difference.

If the replacement product costs less, we may issue a partial refund or store credit.

1. Store Credit

In some cases, we may offer store credit instead of a refund.

Store credit may be used only on our website.

Store credit has no cash value unless required by law.

Store credit may not be transferred, resold, or exchanged for cash.

1. International Orders

International customers are responsible for ensuring that products can be imported into their country.

We are not responsible for delays, refusals, seizures, taxes, duties, customs fees, brokerage fees, import restrictions, or local regulations.

If an international order is returned to us by customs or the carrier, we may refund the product price after receiving the package back.

Shipping fees, return shipping fees, duties, taxes, customs fees, brokerage fees, and carrier fees may be deducted from the refund.

If the product is destroyed, rejected, seized, or not returned to us, we may not be able to issue a refund.

1. EU Customers

If you are located in the European Union, you may have the right to withdraw from an eligible online purchase within 14 days of receiving your order.

To use this right, contact us at info@stelladistribution.com within 14 days of delivery.

Products must be returned within 14 days after you notify us that you wish to withdraw.

Because Veyra Oro products are ingestible wellness products, you may lose your right of withdrawal if the product has been opened, unsealed, used, damaged, or is no longer suitable for return due to health protection or hygiene reasons.

If your withdrawal is approved, we will refund eligible payments according to applicable law.

You are responsible for the direct cost of return shipping unless the law requires otherwise or we caused the issue.

1. UK Customers

If you are located in the United Kingdom, you may have the right to cancel an eligible online purchase within 14 days of receiving your order.

To request cancellation, contact us at info@stelladistribution.com within 14 days of delivery.

Because Veyra Oro products are ingestible wellness products, opened, unsealed, used, or damaged products may not be eligible for return due to health protection or hygiene reasons.

If your return is approved, we will refund eligible amounts according to applicable law.

1. Promotional Orders and Gifts

If your order included a free gift, discount, bundle offer, loyalty reward, or promotional item, the refund may be adjusted.

If returning an order causes you to no longer qualify for a promotion, the value of the promotion may be deducted from your refund.

Free gifts must be returned unused and unopened if the full order is returned.

1. Products Purchased From Other Sellers

We only accept returns for products purchased directly from Veyra Oro.

If you purchased a Veyra Oro product from another retailer, marketplace, reseller, influencer, distributor, or third-party seller, contact that seller directly.

We are not responsible for refunds, returns, exchanges, product quality, authenticity, storage, or delivery issues from unauthorized sellers.

1. Chargebacks

If you have an issue with your order, contact us first at info@stelladistribution.com.

We will try to resolve the issue quickly.

Opening a chargeback without contacting us may delay the resolution process.

We reserve the right to provide order records, tracking information, delivery confirmation, customer communication, and policy details to payment providers when responding to chargebacks.

1. Policy Abuse

We may refuse returns, refunds, exchanges, promotions, or future orders if we believe there is abuse of this policy.

This includes:

Excessive return requests
False damage claims
Fraudulent claims
Chargeback abuse
Resale activity
Repeated refused deliveries
Repeated incorrect address claims
Tampering with products
Misuse of promotions
Threats or abuse toward our team

1. Your Legal Rights

This policy does not limit any mandatory consumer protection rights that apply in your location.

If any part of this policy conflicts with mandatory local law, the local law will apply only to the extent required.

1. Contact Us

For all return, refund, exchange, damaged order, missing item, or subscription questions, contact us at:

Veyra Oro
Legal company name: Veyra Oro
Email: info@stelladistribution.com
Website: Veyraoro.com
Address: 235 Boulevard Cremazie Ouest, Montreal, Quebec, H2N 1L7