Return & Refund Policy

At VelaCella, due to the nature of our body care products and for hygiene reasons, all sales are final.

We do not accept returns, exchanges, or refunds for products purchased on VelaCella.com or at our in-person events, including trade shows, markets, and temporary retail locations.

RETURN REQUESTS
If you wish to contact us regarding your order, all requests must be submitted within 14 days of receipt or the date of purchase.

To submit a request, please contact us at info@velacella.com and include:

  • your order number or proof of purchase
  • a brief description of the situation
  • clear photos of the product and its current packaging, when requested

Each request will be evaluated individually by our team.

Submitting a request does not guarantee that a return, replacement, or refund will be approved. Any decision regarding a return or refund remains at VelaCella’s discretion.

DEFECTIVE PRODUCTS OR ORDER ERRORS
If you receive an item that is:

  • defective
  • damaged upon delivery
  • or different from the item ordered

Please contact us within 48 hours of receiving your order at info@velacella.com, including the information requested above.

Each request will be evaluated by our team.

If the product is determined to be defective or an order error is confirmed, VelaCella may, at its discretion:

  • replace the product
  • or issue a refund

NO REFUND OR REPLACEMENT WILL BE PROVIDED FOR:

  • a change of mind
  • personal preference
  • misuse of the product
  • normal wear and tear
  • a product that has been used or opened
  • an appliance or vacuum that is not compatible with VelaCella

REFUND POLICY
If, exceptionally, a refund is approved by our team, it will be issued to the original payment method within 10 business days following confirmation.

Please note that additional processing time may apply depending on your financial institution or card issuer.

If more than 15 business days have passed since your refund was approved, please contact us at info@velacella.com.

SHIPPING FEES
Original shipping fees are non-refundable.

If a return is exceptionally authorized by VelaCella, all costs associated with returning the product are the sole responsibility of the customer.

VelaCella does not provide prepaid return labels and does not cover return shipping costs.

By making a purchase on VelaCella.com, you acknowledge that you have read and agreed to this policy.

Thank you for trusting VelaCella 🤍