Refund policy
Veloura Return & Cancellation Policy
Your satisfaction is our top priority, and we’re here to make your experience smooth and stress-free.
The Watch-It-Finish Guarantee — 30 or 90 Nights
Every PDRN Collagen Jelly Mask order carries a money-back guarantee. How long it runs depends on which option you chose:
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The 30-Night Rhythm — 1 box / 4 masks: 30 nights. Thirty nights from the day it arrives to decide.
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The 90-Night Reset — 3 boxes / 12 masks: 90 nights. Ninety nights from the day it arrives to decide.
Both windows apply whether you bought once or subscribed. If you do not see what you hoped to see, contact us and we will give you your money back.
This guarantee is meant to be used, so it overrides the general return conditions below:
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Opened and used product is covered. You do not need unused sheets, sealed packaging or tags to claim it.
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No restocking fee and no return shipping cost on a guarantee claim.
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You do not need to send anything back unless we specifically ask you to.
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One guarantee claim per customer. Email support@velourawellness.com with your order number.
The Welcome Gifts, and What Happens if You Claim the Guarantee
The 90-Night Reset subscription includes a welcome set in your first box: the Veloura Glow Wand, the PDRN Capsule Cream, and four digital guides. They are included at no charge.
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The digital guides are yours to keep. Claiming the guarantee does not remove your access to them, and we do not charge you for them.
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The Veloura Glow Wand and the PDRN Capsule Cream are yours to keep. We do not ask for them back, and we do not deduct their value from your refund.
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Your refund is the full amount you paid for the mask order. Nothing is held back for the gifts.
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The welcome set ships once, with your first box. It is not repeated on later shipments and it is never charged for.
The 30-Night Rhythm subscription includes the same four digital guides in your first order, at no charge. They are yours to keep: claiming the guarantee does not remove your access to them, and we do not charge you for them.
Subscriptions — Pause, Skip, Change or Cancel
Subscriptions renew automatically at the price and interval shown at checkout, and keep renewing until you stop them.
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The 30-Night Rhythm renews at $39.96 USD every month. The 90-Night Reset renews at $104.90 USD every 3 months.
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You can pause, skip a shipment, change your delivery date, or cancel at any time from your account, or by emailing us at support@velourawellness.com.
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There is no fee to cancel, no minimum number of shipments, and no penalty of any kind. We do not charge cancellation fees on anything we sell.
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Cancelling stops every future charge. A shipment already on its way is handled as an ordinary order.
90-Day Return Window
Separately from the guarantee above, you have 90 days from the date of delivery to request an ordinary return.
To qualify for an ordinary return:
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Items must be unworn, unused, with tags, and in their original packaging
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You must provide proof of purchase (receipt or order confirmation)
If your product is opened or used, you do not need this section — use the guarantee above instead.
How to Start a Return
Email us at support@velourawellness.com to initiate your return.
Once your return is approved:
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You are responsible for return shipping costs (unless the item is defective or incorrect, or you are claiming the guarantee above)
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A 5% restocking fee per item will apply (this fee is waived on guarantee claims)
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Returns sent without prior approval will not be accepted
For any questions regarding your return, feel free to contact us at support@velourawellness.com
Damaged or Incorrect Items
Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us immediately and we’ll make it right.
Non-Returnable Items
We do not accept ordinary returns on:
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Perishable goods
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Personal care items, except where the Watch-It-Finish Guarantee above applies
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Customized or personalized products
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Shipping protection or warranty add-ons
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Hazardous materials, flammable liquids, or gases
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Sale items or gift cards
If you’re unsure about the return eligibility of an item, reach out to us before purchasing.
Exchanges
Need a different item? The fastest method is to:
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Return the original item following our return process
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Place a new order for the desired product once your return is accepted
EU Customers – 14-Day Cooling-Off Period
If your order was shipped to the European Union, you have the right to cancel or return within 14 days of delivery—no reason required.
Items must still be:
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Unused, unworn, with tags
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In original packaging
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Accompanied by proof of purchase
Refunds
Once your return is received and inspected, we’ll notify you of the refund decision.
If approved, your refund will be processed to your original payment method within 10 business days.
Note: Your bank or credit card provider may take additional time to process and post the refund.
If it’s been more than 15 business days since your return was approved and you haven’t received your refund, please contact us at support@velourawellness.com
Order Cancellation
Cancelling costs you nothing, on any order type.
To cancel a subscription, see “Subscriptions” above — you can do it yourself from your account at any time, with no fee and no minimum number of shipments.
To cancel a one-time order, contact us at support@velourawellness.com
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Orders that have not shipped yet can be cancelled at no charge. There is no cancellation fee.
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If the order has already shipped, it is handled as an ordinary return — or, if you have opened and used the product, under the guarantee above, which costs you nothing either.
Shipping Responsibility
Customers are responsible for the cost of return shipping on ordinary returns. Return shipping is not charged on guarantee claims.
Veloura is not liable for shipping delays caused by carriers such as USPS, UPS, FedEx, or DHL.
If you have any questions or concerns, we’re here to help at support@velourawellness.com