politique de retour et de remboursement

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 but not limited to trade shows, markets, and pop-up stores.


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

To submit a request, please write to us at info@velacella.com including:

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

Each request will be evaluated individually by our team.

Receiving a request does not guarantee that a return, replacement, or refund will be accepted. Any decision regarding a return or refund remains at VelaCella's discretion.


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

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

Please contact us within 48 hours of receipt at info@velacella.com including the information requested above.

Each request will be evaluated by our team.

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

  • replace the product
  • or offer a refund

NO REFUND OR REPLACEMENT WILL BE GRANTED FOR

  • a change of mind
  • personal preference
  • misuse
  • normal wear and tear
  • a used or opened product
  • a device or vacuum cleaner 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 of confirmation.

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

If more than 15 business days have passed since the refund approval, you can write to us at info@velacella.com

SHIPPING FEES
Original shipping fees are non-refundable.

If a return is exceptionally authorized by VelaCella, the costs associated with returning the product remain entirely the responsibility of the customer.

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

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


Thank you for trusting VelaCella 🤍