Refund policy
30-day satisfaction guarantee
You have 30 days from delivery to try your Velarle product and decide if it is right for you. Contact us within those 30 days to return it, whether it has been used or not. Please return the control unit and any included accessories; original packaging is helpful but not required.
Once we receive the return, we will refund the purchase price in full to your original payment method within 10 days. If the law requires us to refund you sooner, we will do so.
How to start a return
Message us through the contact page with your order number. We reply within one business day with return instructions and the return address. Please do not send anything back before you hear from us.
Return postage is your responsibility unless the item is faulty or arrived damaged. In that case we cover it.
Gel pads and hygiene
You may open and use the supplied gel pads as part of your 30-day trial. If you return the product, you do not need to send back used gel pads. Please return the control unit and any unused accessories that came with your order.
Damaged or incorrect orders
If your order arrives damaged or is not what you ordered, contact us as soon as possible with a photo if you can. We will offer a replacement or a full refund, and we will cover any return postage.
Exchanges
The quickest way to exchange is to return the item for a refund and place a new order. If you prefer, tell us what you would like instead when you start the return and we will arrange it.
Your rights
Our voluntary 30-day satisfaction guarantee ends 30 days after delivery, but it does not limit any statutory rights that continue after that date. If you are a UK consumer, you also have the right to cancel an online order by telling us within 14 days of delivery, then another 14 days to return it. If your product is faulty, you have further rights under the Consumer Rights Act 2015, including repair, replacement or refund. If you live outside the UK, our guarantee sits on top of any rights you have under the consumer law of the country where you live and does not affect them.