Return & Refund Policy
Last Updated: February 2026
The Veloma Relief Guarantee
We built Veloma because we know what it's like to try product after product with nothing to show for it. So we keep this simple:
Use Veloma as directed for 30 days. If you're not satisfied with your results, we'll refund your purchase. No return shipment required.
Guarantee Terms
To be eligible for a refund under the Veloma Relief Guarantee, the following conditions must be met:
- Minimum usage period. You must have used the product as directed for a minimum of 14 days before requesting a refund. Our formula works by disrupting biofilm buildup over time — it needs at least two weeks to deliver results.
- First purchase only. The guarantee applies to your first order of up to 3 bars (or your first order total, whichever is less). Subsequent orders are not covered under this guarantee.
- One claim per customer. The guarantee is limited to one claim per customer, household, or shipping address.
- 30-day window. You must submit your refund request within 30 days of confirmed delivery. Delivery is confirmed by carrier tracking data provided at the time of shipment.
- Proof of purchase. You must provide your order number or other valid proof of purchase.
How to Claim
Email info@veloma.store with your order number and a brief note about your experience. We will acknowledge your request within 2 business days and process eligible refunds promptly. No return shipment is required for guarantee claims.
Promotional & Discounted Orders
Refunds for orders purchased with a discount code, promotional pricing, or during a sale event are calculated based on the amount you actually paid after all discounts were applied. Refunds will not exceed the total amount charged to your payment method for the order in question.
Gift Orders
If you received a Veloma product as a gift:
- The original purchaser may request a refund under this Policy, which will be issued to the original payment method.
- If you are the gift recipient and wish to make a guarantee claim, contact us at info@veloma.store. We may issue a store credit to you in lieu of a refund to the original purchaser, at our discretion.
Subscription Orders
If you are enrolled in a Veloma subscription plan (including The Relief Fund):
- Cancel or pause anytime through your account portal or by emailing info@veloma.store. Cancellation requests are processed before your next billing cycle, provided the request is received at least 48 hours before your next scheduled billing date.
- If a subscription shipment has already been dispatched before your cancellation is processed, you may request a refund on that shipment under the 30-day Veloma Relief Guarantee (subject to the first-purchase and one-claim-per-customer limitations above).
- Refunds issued on subscription orders will automatically cancel your subscription unless you explicitly request otherwise.
- No minimum commitment. You are never locked into a set number of shipments or billing cycles.
- Subscription pricing is subject to change. We will notify you via email at least 14 days before any price increase takes effect. You may cancel before the new price applies.
Damaged, Defective, or Incorrect Orders
Inspect your order upon arrival. If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of confirmed delivery at info@veloma.store with:
- Your order number
- A photo clearly showing the damage, defect, or incorrect item
We will respond within 2 business days and offer a replacement or full refund — your choice. We cover all shipping costs associated with replacing damaged, defective, or incorrect orders. This right applies to all orders, not just first purchases.
Orders Not Received
If carrier tracking shows your order as delivered but you have not received it, contact us within 14 days of the marked delivery date. We will work with the carrier to investigate. If the investigation confirms non-delivery or is inconclusive, we will offer a replacement or full refund at our discretion.
If tracking shows your order is lost in transit (no delivery scan after 21 business days from shipment), contact us and we will reship your order or issue a full refund.
Refund Processing
- All refunds are issued to the original payment method used at the time of purchase.
- Refunds are processed within 10 business days of approval.
- Please allow additional time for your bank or card provider to post the refund to your account. This is outside our control.
- If more than 15 business days have passed since your refund was approved and you have not received it, email info@veloma.store and we will investigate with our payment processor.
- Refunds will not include original shipping charges unless the return is due to our error (damaged, defective, or incorrect item).
Chargebacks & Payment Disputes
We encourage you to contact us directly at info@veloma.store before filing a dispute or chargeback with your bank or credit card provider. We are committed to resolving issues quickly and fairly.
Filing a chargeback while a refund request is already being processed may delay resolution and could result in additional fees passed on by payment processors. If a chargeback is filed and later resolved in our favour, we reserve the right to recover any fees incurred as a result of the dispute.
We reserve the right to suspend or restrict future purchases for accounts associated with chargeback abuse.
Fraud & Abuse
Veloma reserves the right to deny, limit, or revoke refund requests that we reasonably determine to be fraudulent, abusive, or not made in good faith. This includes, but is not limited to:
- Multiple refund claims from the same individual using different accounts, email addresses, shipping addresses, or payment methods.
- Patterns of repeated purchases and refund requests.
- Claims that are inconsistent with order history or usage patterns.
We reserve the right to cancel orders and restrict account access where we suspect abuse of this Policy.
European Union Customers
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason and without justification, in accordance with EU Directive 2011/83/EU. This right is in addition to the Veloma Relief Guarantee.
To exercise this right:
- Items must be unused and unopened, in their original packaging.
- You must provide proof of purchase.
- Return shipping costs for EU cooling-off cancellations are the customer's responsibility unless the item arrived damaged, defective, or incorrect.
- Refunds under this provision will be processed within 14 days of us receiving the returned item or proof of its return shipment, whichever is earlier.
Governing Law & Dispute Resolution
This Policy is governed by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of law provisions.
Any disputes arising from or relating to this Policy shall first be attempted to be resolved through good-faith negotiation by contacting us at info@veloma.store. If a dispute cannot be resolved informally within 30 days, either party may pursue resolution through binding arbitration administered under the rules of the American Arbitration Association, with proceedings held in the State of Wyoming, unless otherwise required by applicable law in your jurisdiction.
Nothing in this Policy limits any consumer protection rights you may have under the mandatory laws of your country or state of residence that cannot be waived by agreement.
Changes to This Policy
We reserve the right to update or modify this Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. Your continued use of our Site and placement of orders after changes are posted constitutes your acceptance of the revised Policy. Material changes will be communicated via email to existing customers and active subscribers.
Contact
For any questions about refunds, returns, subscriptions, or your order:
Email: info@veloma.store Response time: Within 1 business day.