Refund policy
Return & Refund Policy
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:
Try Veloma for 30 days. If it doesn't work for you, we'll refund your first order. No return shipment required.
Guarantee Terms
- Recommended use. We recommend using Veloma as directed for at least 14 days before deciding, because the formula works gradually. This is a recommendation, not a condition of your refund.
- First order. The guarantee applies to your first order**, including multi-bar bundles and any free gifts in that order.** 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.
- 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 reply within 1 business day 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 based on the amount you actually paid after all discounts. Refunds will not exceed the total amount charged to your payment method for that order.
Gift Orders
- The original purchaser may request a refund under this Policy, issued to the original payment method.
- If you received Veloma as a gift, contact us at info@veloma.store. We may issue store credit to you instead of refunding the original purchaser.
Subscription Orders
Subscription cancellation, renewal reminders, and refunds on renewals are covered in our Cancellation & Subscription Policy In short:
- Cancel anytime in your account portal or by emailing info@veloma.store, at least 48 hours before your next billing date.
- If your first subscription order is also your first Veloma order, it is covered by the Relief Guarantee above.
- If a renewal charges and you meant to cancel, email us within 7 days of the charge and before that shipment is delivered. We will cancel the shipment and refund it in full.
- No minimum commitment. You are never locked into a set number of shipments.
- Subscription prices may change. We will email you at least 14 days before any price increase, and you can cancel before it applies.
Damaged, Defective, or Incorrect Orders
If your item arrives damaged, defective, or is not what you ordered, contact us within 15 days of confirmed delivery at info@veloma.store with:
- Your order number
- A photo showing the damage, defect, or incorrect item
We will respond within 1 business day and offer a replacement or full refund, your choice. We cover all shipping costs for replacements. This applies to all orders, not just first purchases. Missing items from an order are handled the same way.
Orders Not Received
If tracking shows your order as delivered but you have not received it, contact us within 15 days of the marked delivery date. We will investigate with the carrier. If the investigation confirms non-delivery or is inconclusive, we will send a replacement or a full refund.
If your order is lost in transit (no delivery scan within 21 business days of shipment), contact us and we will reship your order or issue a full refund, your choice.
Refund Processing
- Refunds go to the original payment method.
- Refunds are processed within 5 business days of approval. Your bank may take a few more days to show it.
- If more than 15 business days have passed since approval and you still don't see it, email info@veloma.store and we will investigate with our payment processor.
- Refunds don't include original shipping charges unless the problem was our error (damaged, defective, incorrect, or lost items).
Chargebacks & Payment Disputes
Please contact us at info@veloma.store before filing a dispute with your bank. We resolve most issues within one business day.
Filing a chargeback while we are already processing your refund can delay your money, because the bank freezes the transaction until the dispute closes. We may restrict future purchases for accounts involved in chargeback abuse.
Fraud & Abuse
We may deny, limit, or revoke refund requests we reasonably determine to be fraudulent or not made in good faith, including:
- Multiple claims from the same person using different accounts, emails, addresses, or payment methods.
- Repeated patterns of purchasing and requesting refunds.
Your Statutory Rights (EU, UK, and Australia)
The Relief Guarantee is in addition to your rights under local consumer law. Nothing in this policy limits those rights.
- EU and UK customers: you may cancel your order within 14 days of delivery without giving a reason. Items must be unopened and in original packaging, because sealed hygiene products can't be returned once opened. You pay return shipping unless the item was damaged, defective, or incorrect. We refund within 14 days of receiving your cancellation notice, and may wait until the item comes back or you show proof you sent it.
- Australian customers: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure you are entitled to a replacement or refund, your choice.
Governing Law & Dispute Resolution
This Policy is governed by the laws of the State of [GOVERNING LAW: Wyoming], United States, as set out in our Terms Of Service. Nothing in this Policy limits consumer protection rights you have under the mandatory laws of your country or state of residence.
Changes to This Policy
We may update this Policy. Changes are posted here with a new "Last Updated" date. Changes never apply retroactively to orders already placed. Material changes are emailed to active subscribers.
Contact
Email: info@veloma.store. Response time: within 1 business day.
