Return and Refund policy
Velora Return & Refund Policy
Last Updated: 10 April 2026
90-Day Money-Back Guarantee
At Velora, we stand behind the quality of our products. That is why we offer a 90-Day Money-Back Guarantee under the terms outlined below. By completing a purchase on our website, you acknowledge and agree to this Refund Policy, including all eligibility requirements and limitations. This voluntary guarantee applies in addition to any statutory rights you have as a consumer (see Section 10).
There are two ways to obtain a refund under this guarantee: through a standard return of unused items (Section 1) or, if a product simply did not work for you, through our Satisfaction Guarantee (Section 2). Each has its own conditions and time window: standard returns must be requested within 30 days of delivery, while the Satisfaction Guarantee runs for 90 days. The guarantee applies to your first order of a product only — see Section 3 for subscription and repeat orders.
1. Standard Returns (Unused Items)
To be eligible for a refund under a standard return, all of the following conditions must be met:
- Refund requests must be submitted within thirty (30) days of the confirmed delivery date.
- Items must be returned unused and in the same condition in which you received them, in their original packaging.
- Return shipping costs are the customer's responsibility, unless the item is defective or incorrect (see Section 5).
A standard return requested more than thirty (30) days after the confirmed delivery date is not eligible. However, our Satisfaction Guarantee (Section 2) remains available for up to 90 days after delivery. This does not affect your statutory withdrawal rights described in Section 10.
2. Satisfaction Guarantee
We understand that supplements do not work the same way for everyone. If you have genuinely tried a product and it did not work for you, you may request a refund under our Satisfaction Guarantee — even if the product has been opened or partially used — provided all of the following conditions are met:
- First order only. The Satisfaction Guarantee applies only to your first order of a given product. Repeat orders and reorders are not eligible (see Section 3).
- One claim per customer. Each customer may make a maximum of one Satisfaction Guarantee claim. To apply this limit fairly, we may link claims by customer name, delivery address, and payment method.
- Minimum usage period. You must have used the product as directed for at least 30 days before submitting your claim, as the product needs time to take effect.
- Product must be returned. You must return the product — including any remaining product and its container, even if it is empty or nearly empty — at your own cost.
- Within 90 days of the confirmed delivery date.
If your claim is approved, we will refund the product price to your original payment method within 14 days of receiving and inspecting the returned product. Shipping costs — both the original delivery and the return — are not refundable and remain your responsibility.
3. Subscriptions & Repeat Orders
The 90-Day Money-Back Guarantee — including both standard returns (Section 1) and the Satisfaction Guarantee (Section 2) — applies to your first order of a given product only.
Any order placed after your first order of that product — including subscription orders, subscription renewals, recurring orders, and repeat purchases — is not eligible for the 90-Day Money-Back Guarantee under any circumstances.
This exclusion does not affect your rights in respect of defective or incorrect items (Section 5), which apply to all orders regardless of whether they are first-time, repeat, or subscription orders.
4. Non-Eligible Refund Requests
The following are not eligible under the 90-day guarantee:
- Requests submitted outside the applicable window: more than 30 days after the confirmed delivery date for standard returns (Section 1), or more than 90 days after the confirmed delivery date for the Satisfaction Guarantee (Section 2).
- Standard returns (Section 1) of items that are not in their original condition, that have been damaged through no fault of Velora, or that are returned without their original packaging.
- Satisfaction Guarantee claims (Section 2) that do not meet all of the stated conditions — for example, repeat or reorder purchases, a second claim from the same customer, or a claim where the product is not returned.
- Subscription orders, subscription renewals, and any repeat order placed after your first order of a product (see Section 3).
5. Defective or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us at support@veloraforlife.com as soon as possible with your order number and photographic evidence. We will arrange a free replacement or a full refund at no cost to you. Return shipping for defective or incorrect items is covered by Velora.
This remedy applies to all orders, including subscription and repeat orders, and is available in addition to, and does not affect, your 90-day guarantee eligibility or your statutory consumer rights.
6. Exchanges
We do not offer direct exchanges. If you would like a different item, you can return your original order within the terms of this policy and place a new order.
7. How to Request a Return or Refund
- Email support@veloraforlife.com with your order details and the reason for your request. Please reach out within the applicable return window.
- Our customer service team will review your request and guide you through the process. Returns sent without prior approval cannot be accepted.
- Once your return is approved, ship the item securely — in its original packaging where applicable — using a traceable, insured carrier to the address provided in your return authorization.
- Approved refunds are issued to your original payment method within 14 days of us receiving and inspecting the returned item. Bank or card provider posting times may vary.
8. Return Shipping
You are responsible for arranging and covering the cost of returning items, except for defective or incorrect items, which Velora covers.
We strongly recommend returning items with a traceable shipping service or shipping insurance. The sender remains responsible for the shipment, and we cannot guarantee receipt of items posted without tracking.
9. Restocking Fee
We do not charge a restocking fee. Our goal is to keep your shopping experience as hassle-free as possible.
10. EU Consumer Rights — Right of Withdrawal
If you are a consumer in the EU, you have the right to withdraw from your order within 14 days without giving a reason. This statutory right applies in addition to our voluntary 90-day guarantee, and nothing in this policy limits your rights under applicable consumer law.
This right applies to most online purchases, unless an exception applies — for example personalised goods, perishable goods, or sealed hygiene products that have been unsealed.
The 14-day period starts on the day you receive the goods (or the last item, if your order is delivered in parts). For services, it starts on the day the contract is concluded.
To withdraw, use our withdrawal form or send us an unequivocal statement by email. We will reimburse all payments, including standard delivery costs, within 14 days of receiving your withdrawal, using the same payment method you used to place the order. You are responsible for the direct cost of returning the goods.
11. Late or Missing Refunds
If you have not received your refund after 14 days:
- Check your bank account again.
- Contact your payment provider or card company — it may take some time before the refund is officially posted.
- If you have done all of this and still have not received your refund, please contact us at support@veloraforlife.com.
12. Policy Amendments
Velora reserves the right to update or amend this policy. Changes take effect upon publication on our website. Your continued use of our website or purchase of products constitutes acceptance of the then-current policy. This does not override your statutory consumer rights.
Contact Information
Email: support@veloraforlife.com
Our customer service is available Monday to Friday between 9AM and 6PM (GMT+1) and Saturday to Sunday between 10AM and 5PM (GMT+1). We strive to respond to and resolve any questions or issues within 24 hours.
By placing an order with Velora, you acknowledge that you have read, understood, and agree to the terms outlined in this Refund Policy, including all eligibility requirements and limitations, without prejudice to your statutory consumer rights.