Returns & Refunds
Last updated: August 30, 2026
If something is not right with your order, contact VELYVA and we will review the situation in line with this policy and any consumer rights that apply where you live.
30-day return requests
Unless otherwise stated on the product page or required by applicable law, you may request an eligible return within 30 days of receiving your order.
For a standard change-of-mind return, the item should generally be in the same condition in which it was received, unused where reasonably appropriate, and returned with any original packaging or accessories supplied with it.
Start with us first
Please contact VELYVA before sending anything back. Do not return an item to the address shown on the original shipping label or package unless we specifically instruct you to do so. Return locations can vary by product and fulfillment location.
When contacting us, include your order number, the email address used for the order, the item concerned and the reason for your request.
Change-of-mind returns
For eligible change-of-mind returns, customers may be responsible for the direct cost of return shipping unless we state otherwise or applicable consumer law requires a different arrangement. Original expedited or optional shipping charges may not be refundable where permitted by law.
Damaged, defective or incorrect items
Please contact us as soon as reasonably possible if an item arrives damaged, defective or materially different from what you ordered. We may ask for reasonable supporting information, such as photographs of the item or packaging, so we can review the issue efficiently.
After review, an appropriate remedy may include a replacement, refund or another solution depending on the circumstances and applicable consumer law.
Items that may not qualify for change-of-mind returns
Where permitted by law, certain personalized, made-to-order, perishable, or sealed hygiene and personal-care products may not qualify for change-of-mind returns after their seal has been opened. This does not remove rights that apply to damaged, defective or misdescribed goods.
Refunds
Approved refunds are issued to the original payment method. The time required for the funds to appear can vary by bank, card issuer or payment provider.
Order changes & cancellations
Contact us as soon as possible if you need to change or cancel an order. We will try to assist where reasonably possible, but changes or cancellation cannot be guaranteed after processing, fulfillment or shipment has begun.
EU customers
Where European Union consumer-protection rules apply, eligible consumers generally have a statutory right to withdraw from an online purchase within 14 days of receiving the goods, subject to applicable exceptions. VELYVA’s voluntary 30-day return-request window does not reduce any statutory rights available to you.