Refund policy
At Velora Atlantic, we want you to feel good about every booking and every order.
Whether you're joining us for a surf retreat in Morocco or taking a piece of Velora home with you, we want everything to be clear from the beginning.
This policy explains our approach to retreat cancellations, merchandise returns, refunds and exchanges.
If you have any questions, contact us at:
1. Retreat Bookings
Our retreats are planned around specific dates, accommodation, surf sessions, activities, meals, transportation and local partners.
When you reserve a retreat, we reserve your place and begin preparing your experience.
A 35% deposit is required to secure your retreat place, with the remaining 65% balance payable before arrival according to your booking confirmation.
Because retreat places and arrangements are limited, cancellations may be subject to the cancellation terms that apply to your specific booking.
2. Cancelling Your Retreat
If you need to cancel your retreat, please contact us as soon as possible:
📧 contactus@veloraatlantic.com
Please include:
- Your full name
- Booking reference
- Retreat dates
- Reason for cancellation
We will review your request according to the cancellation terms applicable to your booking and any mandatory consumer rights that apply.
Please do not assume that a cancellation is confirmed until you receive written confirmation from Velora Atlantic.
3. Your 35% Deposit
The deposit secures your place on the selected retreat and allows us to begin arranging the experience.
Unless your booking terms or applicable law provide otherwise, the 35% deposit is non-refundable when a guest voluntarily cancels a confirmed retreat booking.
This does not affect any mandatory rights you may have under applicable consumer-protection law.
If Velora Atlantic cancels your retreat, or if we are unable to provide the booked experience, we will communicate the available options, which may include an alternative date, an alternative arrangement or a refund where applicable.
4. Changing Your Retreat Dates
Plans change. We understand.
If you need to move your retreat to different dates, contact us as early as possible.
We will always try to find a solution based on availability.
Date changes are not guaranteed and may depend on:
- Availability
- Accommodation
- Surf conditions
- Transportation
- Local partners
- The timing of your request
Any change must be confirmed by Velora Atlantic in writing before it becomes effective.
5. If Velora Atlantic Changes Your Retreat
Sometimes things outside our control can affect a retreat.
For example:
🌊 Unsafe ocean conditions
🌧️ Severe weather
🚐 Transportation disruptions
🏔️ Natural events
⚠️ Safety concerns
🏛️ Government restrictions
🌍 Other circumstances beyond our reasonable control
Our priority is always the safety and quality of the experience.
If we need to change an activity, we will make reasonable efforts to provide an alternative.
If Velora Atlantic is unable to provide the retreat or a significant part of the contracted service, any refund or alternative arrangement will be handled according to the applicable booking terms and applicable law.
6. Merchandise Returns
For Velora Atlantic clothing, accessories and other physical products, we want the return process to be simple.
If you receive an item and wish to return it, please contact us at:
Please provide your order number and explain the reason for your return.
For customers covered by applicable Moroccan distance-selling rules, statutory withdrawal rights may apply. Moroccan consumer-protection guidance states that, in certain distance-sale situations, consumers have 7 days to exercise a right of withdrawal, subject to applicable exceptions.
7. Condition of Returned Products
To help us process your return, products should be returned in their original condition where reasonably possible.
For example:
- Unworn
- Unwashed
- Unused
- Free from damage
- With original tags or packaging where applicable
We understand that customers may need to inspect a product before deciding whether to keep it.
Nothing in this policy is intended to remove any statutory rights you may have.
8. Damaged or Incorrect Items
If your order arrives damaged, defective or different from what you ordered, please contact us as soon as possible.
📧 contactus@veloraatlantic.com
Please send:
Order number
Photos of the product
Photos of the packaging
A short description of the problem
We'll review the issue and work with you on the appropriate solution.
Depending on the situation, this may include a replacement, repair, refund or another remedy available under applicable law.
9. Refunds
Once a refund has been approved, it will normally be returned using the original payment method where possible.
The time it takes for the money to appear in your account can depend on your bank or payment provider.
Where a statutory withdrawal right applies, refunds will be processed within the period required by applicable law. Moroccan consumer guidance states that refunds following a valid exercise of the withdrawal right are generally due within 15 days.
10. Shipping Costs for Returns
Return shipping arrangements and costs depend on the reason for the return and the rights applicable to your purchase.
If you received an incorrect, defective or damaged product, please contact us before returning it so we can provide the appropriate instructions.
For statutory withdrawals, applicable law may determine who is responsible for return shipping costs. Moroccan consumer guidance indicates that, in ordinary withdrawal situations, return costs can be borne by the consumer, subject to the applicable rules and exceptions.
11. Exchanges
If you would prefer a different size or product, contact us before sending your item back.
Exchanges depend on stock availability.
If the requested product is unavailable, we may instead offer a refund or another appropriate solution.
12. Products That Cannot Be Returned
Certain products may be excluded from withdrawal or return rights where an applicable legal exception applies.
This can include products that are:
- Personalised or made to your specifications
- Unable to be returned due to their nature
- Perishable or likely to deteriorate quickly
- Subject to another statutory exception
Any applicable exception will be communicated where relevant.
13. Retreats Are Different From Merchandise
A retreat is a date-specific experience, not a physical product.
This means retreat cancellations are handled according to the booking and cancellation conditions applicable to your retreat.
Merchandise returns are handled separately under the rules applicable to physical products.
If you're unsure which policy applies to you, simply email us.
14. How to Request a Return or Refund
The easiest way to reach us is:
📧 contactus@veloraatlantic.com
Please include:
Your name
Order or booking number
Product or retreat name
Date of purchase/booking
What happened
What solution you're requesting
Our team will review your request and get back to you.
15. Our Approach
We're a small, growing brand built around people, experiences and the Atlantic coast.
We don't want complicated customer service.
If something goes wrong, talk to us.
We'll listen, look at the situation fairly and do our best to find a reasonable solution.
16. Your Legal Rights
Nothing in this Return & Refund Policy is intended to exclude, restrict or replace any consumer rights that cannot legally be excluded or restricted.
Velora Atlantic will comply with applicable consumer-protection laws and mandatory legal requirements.
Morocco's Law No. 31-08 establishes consumer protections including information rights, economic protections and, in certain circumstances, a right of withdrawal for distance contracts.
17. Contact Velora Atlantic
Velora Atlantic
🇲🇦 Anza, Agadir, Morocco
📧 contactus@veloraatlantic.com
📸 @veloraatlantic
For any question about a return, refund, cancellation or booking: