Refund Policy
Refund Policy
Clear return guidance for personal care, oral care, wellness, first-aid, family health, and everyday routine essentials.
Eligible return requests may be submitted within 30 calendar days of recorded delivery. Hygiene and safety conditions apply.
Effective September 28, 2026
30 calendar days
Submit an eligible return request within 30 calendar days after the carrier records delivery.
Order details are requiredUnused and complete
Items should remain unused, unwashed, unaltered, and in original condition with packaging, parts, manuals, and accessories.
Hygiene protections applyAuthorization first
Contact Velnira before shipping a return. Unapproved packages or items sent to the business address may not be accepted.
Use the confirmed return instructionsReturn eligibility
Condition matters in personal care.
Because many Velnira products are used close to the body or as part of hygiene routines, return eligibility protects both product integrity and customer safety.
Generally eligible
Products may qualify when the request is timely and the item can be safely returned to inventory.
- Unused and unwashed
- Original seals remain intact
- Packaging and components are complete
- No signs of installation, wear, or use
- Proof of purchase is available
Contact us first
Some concerns need review before eligibility or the correct resolution can be determined.
- Item arrived damaged or defective
- Wrong product or quantity received
- Package appears incomplete
- Product performance concern
- Carrier-related damage is visible
Generally not returnable
Unless damaged, defective, incorrect, or required by law, hygiene-sensitive products cannot usually be returned after opening or use.
- Opened oral-care or intimate-contact items
- Used grooming or personal hygiene products
- Opened first-aid or sealed care supplies
- Used child, baby, or family-care accessories
- Items marked final sale before purchase
Return process
Five steps from request to resolution.
Keep the order, product, packaging, and supporting photographs available until Velnira confirms the appropriate next step.
Contact Velnira
Submit the request within 30 calendar days of recorded delivery.
Do not ship yetShare details
Provide the order number, product name, reason, and clear photos when relevant.
Keep packaging availableReceive review
Velnira checks timing, condition, product type, and the reported concern.
Eligibility is confirmedFollow instructions
If approved, use the return address and packing directions provided by support.
Use tracked shippingResolution issued
After inspection and approval, the refund or other confirmed resolution is initiated.
Payment posting time varies
Order condition support
Damaged, defective, or incorrect items.
Inspect your delivery promptly. If a product arrives damaged, appears defective, is missing a component, or does not match the order, contact Velnira before using or discarding the item or packaging.
- Order number and customer name
- Product name and quantity affected
- Clear images of the product concern
- Images of packaging and shipping label
When the issue is confirmed, Velnira will determine an appropriate resolution, which may include replacement, refund, or another remedy required by applicable law. Keep the item until support confirms whether a return is needed.
Policy details
The practical terms behind each return.
These details explain return shipping, inspection, refunds, exchanges, cancellations, and payment processing.
Use the confirmed destination.
Do not send a return to 102 JONES ST unless Velnira specifically authorizes that destination. For an approved preference-based return, the customer is generally responsible for return shipping. If Velnira confirms that the item was damaged, defective, or incorrect, appropriate shipping instructions will be provided.
Condition is reviewed on arrival.
Returned items are checked against the approved request. Missing components, signs of use, damaged packaging, unreported condition changes, or a different product may reduce eligibility unless the issue resulted from the original order condition or applicable law requires otherwise.
Approved refunds return to the original method.
Velnira will initiate an approved refund to the original payment method within 7 business days after the return is accepted. Banks and payment providers may require additional time to post the credit. Original shipping charges are not refundable unless required by law or the refund results from a confirmed Velnira error.
Availability determines the next step.
Direct exchanges are not guaranteed. For an unwanted eligible item, the clearest option may be an approved return followed by a new order. For a confirmed damaged, defective, or incorrect item, Velnira may arrange a replacement when suitable inventory is available.
Contact us as soon as possible.
Cancellation requests are reviewed based on order status. A cancellation cannot be guaranteed after preparation or shipment begins. If Velnira cancels an unshipped order, the amount collected for the canceled items will be refunded to the original payment method.
Allow for payment processing.
After receiving a refund confirmation, check the original payment account and allow the financial institution’s normal posting time. If the credit remains unavailable after that period, contact the payment provider first, then contact Velnira with the order and refund confirmation details.
Keep every return traceable.
Packaging, records, and tracking matterProof of shipment. If Velnira authorizes a return, use a trackable shipping service and retain the receipt and tracking number until the resolution is complete. Velnira cannot confirm receipt of a package that has no delivery record.
Personal data. Before returning an electronic wellness device, remove any locally stored personal information where the product allows and include only the accessories requested in the return instructions.
Consumer rights. Nothing in this policy limits any non-waivable warranty, refund, replacement, or other remedy available under applicable law.
Ready to request a return?
Contact Velnira with your order number, the email used at checkout, the item name, and the reason for your request. Include clear photographs for damage, defects, incorrect items, or packaging concerns.
Clear eligibility
Timing, condition, product type, and hygiene safeguards guide each return review.
Documented process
Order details, photographs, authorization, and tracking help protect every resolution.
Practical support
Velnira support reviews eligible returns, damaged goods, incorrect items, and refund concerns.