Refund policy

Refund & Returns Policy

Last updated: May 27, 2026

We stand behind every product we sell. If something isn't right, we'll make it right — simply and without friction.

Our Guarantee

We stand behind our products. If you're not completely happy, contact us within 30 days of delivery and we'll do our best to make it right. Unused items in their original, sealed packaging are eligible for a full refund or exchange under the conditions below. If a product arrived damaged, incorrect, or caused a problem, we'll always take care of it.

Eligibility

To be eligible for a return:

  • The request must be made within 30 days of the delivery date.
  • The product must be returned unused and in its original, sealed packaging.
  • Any free gifts, samples, or promotional items included with your order must be returned together with the product.
  • Products that have been used, damaged by misuse, or sent back outside the 30-day window cannot be accepted and will be returned to the sender.

Items That Cannot Be Returned

For health and hygiene reasons, opened personal-care and cosmetic products can only be returned if they are unopened and sealed. The following are not eligible for a refund, exchange, or store credit:

  • Items that have been opened or used.
  • Free gifts, samples, and promotional items.
  • Items purchased during a special promotion or limited-time event, or marked as final sale.

If you're unsure whether your item qualifies, just email us before sending it back.

How to Start a Return

  1. Email us at support@getvellara.co with your order number and the reason for your return.
  2. We'll reply within 1–2 business days with return instructions and the return address.
  3. Ship the package back to us using a trackable carrier.
  4. Once we receive and inspect your return, your refund will be processed within 5–7 business days.

Return Shipping

Customers are responsible for return shipping costs, unless the order arrived damaged, incorrect, or with missing items — in those cases, we cover return shipping. We recommend using a trackable shipping method, as we can only process a refund or exchange once the returned item reaches us.

Restocking Fee

A 10% restocking fee is deducted from the refund amount on returned items. This fee does not apply when the order arrived damaged, incorrect, or with missing items, and it does not apply to exchanges. The fee, if applicable, will be reflected in the refund you receive.

Refunds

Approved refunds are issued to your original payment method, less any applicable restocking fee. Depending on your bank, it may take an additional 3–5 business days for the refund to appear on your statement.

Exchanges

Prefer an exchange instead? We'll ship your replacement as soon as we receive your return, at no extra cost to you.

Damaged or Incorrect Items

If your order arrives damaged, or you received the wrong item, email us at support@getvellara.co with a photo and your order number. We'll send a replacement immediately — no return necessary.

Subscriptions & Billing

When you start a subscription, you agree to recurring charges at the interval shown at checkout (for example, every 30 days) until you cancel. We send a reminder email before each renewal so there are never any surprises.

You can cancel or modify your subscription any time from your account, or by emailing support@getvellara.co at least 48 hours before your next billing date, with no penalty. Cancellation requests must be received before a renewal is processed. Once a renewal has been billed, processed, or shipped, that order can no longer be canceled and will be fulfilled as scheduled; any approved cancellation will then apply to future orders only. Renewal shipments are subject to our standard return conditions above.

If a renewal is charged without a prior cancellation request having been received, that charge is considered valid and authorized under these subscription terms. If you ever have a concern about a renewal, please contact us first — we're glad to help resolve it.

How charges appear: Payments to us show up on your bank or card statement as "VELLARA". If you see a charge you don't recognize, please contact us before disputing it with your bank — we can almost always identify and resolve it the same day.

Need Help? Contact Us First

We're here to help, and we'd always rather solve a problem directly than have you go through your bank. If anything is wrong with your order, or you see a charge you don't recognize, contact us at support@getvellara.co or +1 (774) 537-4576 before opening a dispute. We respond within 1–2 business days and resolve nearly every issue quickly — usually with a full refund or replacement.