Veyra Refund & Returns Policy
Last Updated: January 26, 2026
This Refund & Returns Policy (the “Policy”) governs refunds, returns, exchanges, and disputes relating to purchases made through the Veyra Platform (the “Platform”). This Policy forms part of, and should be read together with Veyra’s Terms of Service.
1. The Marketplace Model and Role of Veyra
Veyra operates a fashion marketplace platform that enables independent third-party fashion brands (each, a “Brand”) to list and sell products to customers through the Platform. Each Brand acts as the seller and merchant of record for its products. At checkout, the applicable Brand will be clearly identified as the seller. A Brand is responsible for, without limitation:
- Product listings and pricing
- Inventory management
- Order fulfillment and shipping
- Returns, exchanges, and refunds
- Customer service relating to its products
Veyra is not the seller, merchant of record, or manufacturer of any products listed on the Platform. All purchase transactions are entered into directly between the customer and the applicable Brand.
2. Brand-Specific Refund and Return Policies
Each Brand maintains its own refund, return, and exchange policy, which may vary between Brands. These policies may address, among other things:
- Eligibility for refunds, returns, or exchanges
- Time limits for initiating returns
- Condition requirements for returned items
- Refund methods (original payment method, store credit, or exchange)
- Responsibility for return shipping costs
- Non-refundable or final sale items
Customers are responsible for reviewing the applicable Brand’s policy prior to completing a purchase. Veyra does not control, modify, or guarantee any Brand’s refund or return policy. Brands are responsible for ensuring their policies comply with all applicable consumer protection laws.
3. Initiating a Refund, Return, or Exchange
To request a refund, return, or exchange, customers must:
- Contact the applicable Brand directly using the contact information provided in the order confirmation or within the Platform;
- Follow the Brand’s stated return or refund procedures;
- Provide any information reasonably requested by the Brand to assess the request.
Customers should allow the Brand three (3) to five (5) business days to review the request and work toward an appropriate resolution before seeking escalation.
4. Escalation to Veyra
If a customer is unable to resolve an issue with a Brand after reasonable efforts, the matter may be escalated to Veyra through the Platform or designated support channel. Upon escalation, Veyra may, at its discretion:
- Review communications between the consumer and the Brand
- Request supporting documentation (including order details, tracking information, or photographs)
- Facilitate discussions between the customer and the Brand in good faith
Veyra’s role in any escalated matter is limited to facilitation and mediation. Veyra does not guarantee refunds, exchanges, or any particular outcome.
5. Refunds Issued by Brands
Refunds, where applicable, are issued by the Brand in accordance with its own refund policy. Veyra does not ordinarily issue refunds on behalf of Brands, except where required by applicable law or where Veyra chooses to do so in connection with dispute resolution or platform integrity.
6. Non-Refundable and Final Sale Items
Certain items may be designated by Brands as non-refundable or final sale, including but not limited to final sale items, custom or made-to-order products, and items that have been worn, washed, damaged, or altered. Brands are responsible for clearly disclosing any non-refundable or final sale items prior to checkout. Such designations do not affect any non-waivable statutory rights under applicable law.
7. Chargebacks and Payment Disputes
Customers are encouraged to attempt to resolve disputes directly with the applicable Brand prior to initiating a chargeback or payment dispute. Repeated, abusive, or bad-faith chargebacks, may result in investigation and potential account restrictions. Nothing in this section limits a customer’s right to initiate a lawful chargeback or payment dispute where permitted by applicable law.
8. Policy Updates
Veyra may update this Policy from time to time. Any changes will be effective upon posting on the Platform. Continued use of the Platform after changes constitutes acceptance of the updated Policy
9. Disclaimer and Limitation of Liability
To the maximum extent permitted by applicable law: (1) Veyra is not responsible for fulfillment errors, shipping delays, product defects, or refund decisions made by Brands; (2) Veyra makes no representations or warranties regarding Brand products or services; and (3) Any claims relating to a purchase should be directed to the applicable Brand.
10. Governing Law
This Policy is governed by and construed in accordance with all applicable consumer protection laws, provincial laws, and federal laws.
11. Contact Us
If a dispute cannot be resolved directly with a Brand, customers may contact Verya at: support@veyraapp.com