Refund policy

Returns & Refunds

We want you to love your VELAVO order. If something isn't right, we're here to help.

30-day returns
You can request a return within 30 days after your order is delivered. To be eligible for a standard (change-of-mind) return, items must be unused, unopened, in their original packaging and in resalable condition.

For hygiene and safety reasons, skincare and cosmetic products that have been opened or used generally can't be accepted for change-of-mind returns. This does not affect items that arrive damaged, defective or incorrect, or any return you're entitled to under applicable law.

How to start a return
Please contact us before sending anything back. Email velavoshopco@gmail.com with your order number and the item(s) you'd like to return, and we'll reply with return instructions and the correct return address. Items sent back without contacting us first may not be able to be processed.

Damaged, defective or incorrect items
If your order arrives damaged or defective, or you received the wrong item, please email us with your order number and a short description. We may ask for a photo to help us review the issue. Once reviewed, we'll offer a replacement or a refund. You won't pay return shipping when the problem was caused by us or our supplier, and in many cases we won't need the item returned at all.

Return shipping
For change-of-mind returns, the customer is responsible for the cost of return shipping. We recommend using a trackable shipping service.

Refunds
Approved refunds are issued to your original payment method after your return has been received and, where needed, inspected. We aim to process approved refunds within five business days of completing our review. Your bank or payment provider may need additional time for the refund to appear on your statement.

Original shipping charges are generally not refundable for change-of-mind returns, unless required by law or the return is due to our error.

No restocking fees
We never charge restocking fees.

Your rights
Nothing in this policy limits any rights you have under applicable consumer protection laws.

Questions
Email us at velavoshopco@gmail.com and we'll be happy to help.