Refund Policy

VeluraWell – Return Policy

Please note: VeluraWell does not offer free returns. All return shipping costs are paid by the customer.

1. Return Window and Eligibility

If you are not fully satisfied with your purchase, you may request a return within 30 days of receiving your parcel.

To qualify for a return:

  • The item must be unused, in original condition, and include all parts, accessories, and packaging.

  • Hygiene-related products must be unused and sealed for health and safety reasons.

  • Items that show wear, misuse, or damage caused by the customer may be refused or refunded partially.

  • All return shipping costs are the responsibility of the customer.

VeluraWell reserves the right to refuse returns that do not meet these conditions.

2. How to Start a Return

To begin the return process, please contact our support team by email at info@velurawell.com and include:

  • Your order number

  • Full name and shipping address

  • Reason for the return

  • Photo(s) of the item if it arrived damaged or defective

We will reply with the correct return address.
Do not send your parcel to the sender address on the label — returns sent there will not be accepted.

3. Cancellation and Refunds

Orders are processed automatically after purchase and cannot be cancelled once shipped.
If your order has already been dispatched, please wait until it arrives and then request a return as described above.

Once your return is received and inspected, we will notify you by email.
Approved refunds are issued to the original payment method within 7 to 14 business days.

Refunds exclude:

  • The original shipping cost

  • The cost of return shipping

  • Any customs duties or import taxes paid by the customer

4. Damaged or Defective Items

If your item arrives damaged or defective, contact us within 48 hours of delivery at info@velurawell.com with photos of the issue and the packaging.
After verification, we will arrange a replacement or refund.

5. Return Shipping Location

All returns must be sent to our central warehouse in Asia, as instructed by our support team.
We are not responsible for lost or untracked return shipments.
Always use a tracked shipping service and keep your proof of postage until your refund is processed.

6. UK Customers

Under the Consumer Contracts Regulations 2013, UK consumers have a statutory right to withdraw from the purchase within 14 days after receiving the goods.
To exercise this right, email info@velurawell.com with a clear statement of cancellation.
You must return the goods at your own cost.
We may deduct for any loss in value resulting from handling beyond what is necessary to establish the nature and functioning of the goods.
This statutory right operates within our 30-day policy and is not affected by it.

7. Exclusions

The following items cannot be returned:

  • Items marked as “Final Sale”

  • “Gift with Purchase” items

  • Hygiene-related products that have been opened or used

8. Transit Times and Customs

Our products may ship from Asia. Transit times can vary by destination and carrier.
Any customs duties or import taxes are payable by the customer and are not refundable by VeluraWell.

9. Contact

For any questions about returns or cancellations, contact info@velurawell.com
Our team is always happy to help.