Refund policy

RETURN & REFUND POLICY

Last updated: March 26, 2026

Thank you for shopping with Velara.

We accept returns within 14 days of delivery only for items that are unopened, unused, in their original sealed packaging, and in resalable condition.

Return Eligibility
To be eligible for a return, your item must:
- be requested for return within 14 days of delivery;
- be unopened, unused, and in its original sealed packaging;
- be in the same condition in which it was received; and
- include all original components, accessories, inserts, and packaging.

Opened boxes, opened packaging, used items, and items not in original sealed condition are not eligible for return or refund.

Return Authorization Required
To request a return, contact us at support@try-velara.com with your order number and reason for return. If your return is approved, we will provide return instructions and the applicable return address.

Do not send any item back without prior written return authorization. Unauthorized returns may be refused or discarded and may not be eligible for refund.

Return Shipping
Customers are responsible for all return shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable.

Return Address
The return address is provided by our support team only after a return request has been reviewed and approved. Do not send returns to our business mailing address unless specifically instructed by our support team.

Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, you must contact us within 7 days of delivery at support@try-velara.com and include your order number and clear photos of the issue. If approved, we may provide a replacement, refund, or other appropriate resolution at our discretion.

Refunds
Once an approved return is received and inspected, we will notify you whether your refund has been approved. If approved, the refund will be issued to the original payment method. Please allow 5–10 business days after approval for the refund to appear, depending on your payment provider.

Non-Returnable Items
We do not accept returns or provide refunds for:
- opened or unsealed items;
- used items;
- items returned without authorization;
- gift cards;
- final sale items, if marked as such at the time of purchase;
- subscription orders already processed or shipped, except as required by law.

Refused Deliveries / Failed Delivery Acceptance
Refusing delivery or failing to accept delivery does not automatically qualify an order for a refund. Any refund in such cases is subject to our inspection of the returned item and may be reduced by shipping, return handling, or restocking-related costs where permitted by law.

Chargebacks
If you experience an issue with your order, please contact us at support@try-velara.com before initiating a chargeback so we can attempt to resolve the matter.