Refund Policy

Return Eligibility

To be eligible for a return, your item must:

• be unused, undamaged, and in the same condition in which you received it;
• be returned with its original packaging, accessories, manuals, and included components;
• show no signs of misuse, excessive handling, alteration, contamination, or physical damage;
• include your order number or other valid proof of purchase;
• be returned using a trackable shipping method when requested.

Returns requested because you changed your mind, ordered the wrong product, or no longer want or need the product will only be accepted when the item fully meets the return eligibility requirements above.

Opening the package solely to inspect the product does not automatically make an item ineligible for return. However, products showing signs of actual use may be subject to the Personal-Use Products conditions below.

How to Start a Return

Before returning any product, please contact us at [email protected].

Please include:

• your order number;
• the reason for the return;
• photographs of the product and packaging if requested;
• any other information reasonably required to review your request.

Once your request has been reviewed and approved, we will provide return instructions and the appropriate return address.

Approval of a return request does not automatically guarantee a refund. Returned products must still satisfy the eligibility requirements and pass inspection after they are received.

Personal-Use Products & Inspection

Velmora Relief Pro is a personal-use wellness device designed to come into contact with the body.

For health, safety, and quality-control purposes, all returned personal-use products may undergo an inspection before a refund is approved.

The inspection may include checking for:

• signs of significant or repeated use;
• moisture, perspiration, oils, lotions, creams, or other residue;
• stains, odors, contamination, or hygiene concerns;
• scratches, cracks, deformation, or other physical damage;
• damaged or altered contact surfaces;
• missing accessories, manuals, cables, packaging, or other components;
• evidence of misuse, improper storage, modification, or handling inconsistent with normal inspection of the product.

If the returned product shows signs of use, contamination, damage, alteration, missing components, or otherwise fails to meet the return requirements, Velmora may deny the refund where permitted by applicable law.

Where appropriate, we will notify you if your return does not qualify for a refund.

Nothing in this section limits any non-waivable consumer rights available under applicable law.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your product arrives damaged, defective, or you receive an incorrect item, please contact [email protected] within 48 hours of delivery whenever reasonably possible.

Please provide:

• your order number;
• a description of the problem;
• clear photographs or video showing the issue;
• photographs of the shipping packaging and shipping label where relevant.

This information allows us to investigate and resolve the issue more quickly.

Claims reported significantly after delivery may be more difficult to verify. This notification period does not limit any rights that cannot legally be limited under applicable consumer law.

If a claim is verified, Velmora may provide an appropriate resolution depending on the circumstances, including a replacement, refund, or other remedy required by applicable law.

For verified damaged, defective, or incorrect items, Velmora will cover reasonable return shipping costs when a return is required.

Non-Returnable Items

Unless otherwise required by applicable law, we may be unable to accept returns for:

• products showing signs of significant use or contamination;
• products damaged after delivery due to misuse, negligence, accidents, improper handling, or improper storage;
• products that have been modified, altered, or repaired without authorization;
• products missing essential components or accessories;
• products returned without authorization or to an incorrect return address;
• gift cards, if offered;
• items clearly marked as Final Sale or otherwise non-returnable at the time of purchase, where permitted by law.

If you are unsure whether your item qualifies for return, please contact us before sending it.

Return Shipping

If you are returning an eligible product because you changed your mind, ordered the wrong item, or no longer want the product, you are responsible for the cost of return shipping.

We strongly recommend using a trackable shipping service and retaining your shipping receipt until your return has been completed.

Velmora is not responsible for return packages lost or damaged in transit when the customer arranges the return shipment.

If the return is the result of a verified defective, damaged, or incorrect item, Velmora will provide instructions regarding return shipping and will cover reasonable return shipping costs when a physical return is required.

Exchanges

If you would like a different product or variation, please contact us first.

Where applicable, the simplest way to exchange an eligible item is to complete the approved return process and place a new order for the desired product.

Defective, damaged, or incorrect products may be handled separately in accordance with the section above.

Order Cancellations

If you need to cancel or change an order, please contact us at [email protected] as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before an order enters processing or shipment.

However, because orders may be processed quickly, we cannot guarantee that an order can be canceled or modified after it has been placed.

If the order has already been processed or shipped, the applicable return procedure must be followed after delivery.

Refunds

Once your returned product has been received, we will inspect it and notify you whether your refund has been approved.

If approved, the refund will be issued to your original payment method within 10 business days after approval.

Your bank, card issuer, or payment provider may require additional time to process and post the refund to your account. This processing time is outside Velmora’s control.

Refunds for change-of-mind returns are issued only after the returned product has been received, inspected, and confirmed to satisfy the applicable return requirements.

If more than 15 business days have passed since we confirmed that your refund was approved and you have not received it, please contact [email protected].

Original Shipping Charges

Where a customer paid a separate shipping charge, that charge may be non-refundable for a change-of-mind return to the extent permitted by applicable law.

We do not deduct a hidden outbound shipping charge from the product refund merely because an order originally qualified for free standard shipping, unless such a deduction was clearly disclosed before purchase and is permitted by applicable law.

This does not affect refunds or remedies required for verified defective, damaged, or incorrect products.

European Union & Other Consumer Rights

If your order is subject to consumer protection laws that provide a statutory cancellation, withdrawal, return, refund, warranty, or conformity right, those mandatory rights continue to apply.

For consumers in the European Union, this may include a 14-day statutory right of withdrawal for qualifying distance purchases, subject to applicable exceptions and conditions.

Nothing in this Refund Policy is intended to exclude, restrict, or override consumer rights that cannot legally be waived or limited.

Where applicable law provides you with rights that are more favorable than this policy, the applicable legal requirements will prevail.