Refund & Return Policy
We want you to feel confident trying Velora. If the device is not right for you, here is exactly how returns and refunds work.
30-Day Return Window
You may request a return within 30 days of the date your order is delivered. To be eligible, the device must be in its original packaging, with all accessories included, and in unused or gently tested condition (hygiene matters for personal care devices, so heavily used items may not qualify for a full refund).
How to Start a Return
- Email us at support@velorabody.com with your order number and the reason for the return.
- We will reply within 2 business days with return instructions and the return address.
- Ship the item back using a tracked shipping method. Return shipping costs are the customer's responsibility unless the item arrived damaged, defective, or incorrect.
Damaged, Defective or Wrong Items
If your device arrives damaged, stops working under normal use within the return window, or you received the wrong item, contact us with photos or a short video of the issue. In these cases we cover the resolution: we will send a replacement or issue a full refund, including any shipping costs you paid. You will not be asked to pay return shipping for our mistakes.
Refund Processing
Once we receive and inspect your return (or confirm a defect remotely), we will notify you of the outcome by email. Approved refunds are issued to your original payment method within 10 business days of approval. Please note that your bank or card issuer may take additional time to post the refund to your account. If more than 15 business days have passed since your refund was approved and you still do not see it, contact us at support@velorabody.com and we will follow up with the payment processor.
Order Cancellations
If you need to cancel an order, email us as soon as possible. Orders that have not yet shipped can be cancelled for a full refund. Once an order has shipped, it follows the standard return process above.
Exchanges
The fastest way to exchange an item is to complete a return and place a new order once the return is accepted.
Questions
Anything unclear? Write to support@velorabody.com — a real person reads and answers every message, typically within 2 business days.