Returns Policy

Last updated: August 5, 2026

Thank you for shopping with Velaona. We want you to feel confident when placing an order with us. This Returns Policy explains the conditions and procedures for requesting and completing a return.

1. Return Period

You may request a return within thirty (30) calendar days after the order is delivered.

A return request submitted after this period may not be accepted unless otherwise required by applicable consumer protection law.

Submitting a return request does not automatically mean that the return has been approved. All returns must be reviewed and authorized by the Velaona Support Team before the product is sent back.

2. Return Eligibility

To qualify for a standard return, the product must:

• Be unused and in its original condition;

• Include its original packaging, labels, accessories, manuals, gifts, and other included items;

• Show no signs of use, damage, alteration, contamination, or improper handling;

• Be accompanied by valid proof of purchase; and

• Be returned according to the instructions provided by the Velaona Support Team.

We may request photographs or videos of the product, packaging, shipping label, or reported issue before approving a return.

3. Personal Care, Skincare, and Hygiene Products

For health, hygiene, and safety reasons, personal care, skincare, cosmetic, intimate-care, and other hygiene-sensitive products are not eligible for a change-of-mind return after they have been opened, used, tested, contaminated, or had their protective or hygiene seal removed.

Unopened and unused products with intact hygiene seals may qualify for return if all other requirements in this policy are met.

This restriction does not exclude claims involving verified defects, damage, leakage, incorrect products, or other rights that cannot legally be excluded.

4. Non-Returnable Items

Unless defective or otherwise required by applicable law, the following items are generally not eligible for return:

• Opened, used, tested, or altered personal care and hygiene products;

• Products with broken or removed hygiene seals;

• Items returned without prior authorization;

• Items damaged through misuse, improper storage, accidents, or failure to follow product instructions;

• Gift cards or store credit;

• Free gifts, samples, or promotional items that were not separately purchased;

• Clearance or final-sale products clearly identified as non-returnable before purchase; and

• Products that cannot be resold for health, hygiene, or safety reasons.

Where applicable law provides mandatory return or cancellation rights, those rights will take priority over conflicting provisions in this policy.

5. Damaged, Defective, Leaking, Missing, or Incorrect Products

Please inspect your order promptly after delivery.

If a product arrives damaged, defective, leaking, incomplete, or different from the product ordered, contact us within seven (7) calendar days after delivery whenever reasonably possible.

Please provide:

• Your order number;

• A description of the issue;

• Clear photographs or video of the product;

• Photographs of the outer packaging and shipping label; and

• Any other information reasonably required to review the claim.

After verification, we may offer a replacement, refund, partial refund, or another appropriate solution.

The seven-day reporting request helps us investigate the shipment efficiently and does not limit any mandatory rights available under applicable law.

6. How to Request a Return

Before returning any product, email us at:

Amyperry2783@hotmail.com

Your request should include:

• Your full name;

• Your order number;

• The product you wish to return;

• The reason for the return; and

• Relevant photographs or videos, if applicable.

If the return is approved, we will provide return authorization and the applicable return address.

Do not send a product to the business address shown on our website unless the Velaona Support Team specifically instructs you to do so. The approved return location may differ depending on the product, warehouse, supplier, or fulfillment arrangement.

Returns sent without authorization or to an incorrect address may be refused, delayed, lost, or returned to the sender.

7. Return Shipping Costs

For an approved change-of-mind return, the customer is responsible for return shipping costs and any associated carrier, customs, tax, clearance, or handling charges.

Original shipping charges are generally non-refundable unless required by law or unless the return results from a verified error by Velaona.

If the return results from a verified defective product, damaged product, missing item, or incorrect item, Velaona will provide an appropriate solution and cover reasonable return-related costs where a return is required.

Customers should not send a collect-on-delivery package or independently purchase an expensive return service and expect reimbursement without prior written approval.

8. Return Shipping Responsibility

Customers are responsible for safely packaging and shipping approved returns according to the instructions provided.

We strongly recommend using a trackable shipping service and retaining the receipt and tracking information until the return has been completed.

Velaona is not responsible for a returned product that is lost, damaged, delayed, rejected, or sent to an unauthorized address because the customer did not follow the provided return instructions.

The customer remains responsible for the product until it is received at the authorized return location.

9. International Returns

International return costs can be substantial. Before shipping a return, please contact us so that we can confirm the correct return destination and determine whether another appropriate resolution is available.

The customer is responsible for accurately completing any customs documentation required for a change-of-mind return.

Any return duties, taxes, customs charges, or clearance fees resulting from inaccurate return documentation or an unauthorized shipment may be deducted from an approved refund where permitted by law.

10. Exchanges

We do not guarantee direct exchanges for every product.

If you wish to receive a different product, size, specification, or variation, contact us first. Depending on product availability and the circumstances, we may:

• Arrange a replacement;

• Approve a return and ask you to place a new order; or

• Offer another appropriate solution.

Price differences and additional shipping charges may apply to customer-requested exchanges.

11. Promotional Products, Bundles, and Gifts

When returning an item purchased as part of a bundle, promotion, or gift-with-purchase offer, all associated products and free gifts may also need to be returned.

If a promotional item or gift is not returned, its reasonable value may be deducted from the approved refund where permitted by law.

Partial returns from discounted bundles may result in the refund being recalculated according to the items retained.

12. Allergic Reactions and Product Suitability

Individual reactions and product suitability may vary. Customers should review product descriptions, ingredient information, warnings, and usage instructions before use and perform a patch test when appropriate.

A product is not automatically considered defective solely because it is unsuitable for an individual customer or causes an individual sensitivity.

If you experience an adverse reaction, stop using the product and contact us with your order information and relevant details. Each claim will be reviewed individually.

This section does not exclude claims involving product defects, inaccurate descriptions, safety problems, or mandatory consumer rights.

13. Refused or Unclaimed Packages

Refusing a package or failing to collect it does not automatically qualify as an authorized return.

If a package is returned because it was refused, unclaimed, subject to unpaid customer-responsible import charges, or undeliverable due to information supplied by the customer, reasonable shipping, return, customs, and handling costs may be deducted from any approved refund where permitted by law.

Please contact us before refusing or returning a package.

14. Return Inspection

After an approved return is received, we will normally inspect it within three to five (3–5) business days.

We will check the product’s condition, packaging, included accessories, and compliance with the approved return instructions.

If the returned product does not meet the eligibility requirements, we may deny the return or deduct an amount reflecting loss in value where permitted by law.

Refund timing and payment procedures are explained separately in our Refund Policy.

15. Consumer Rights

Nothing in this Returns Policy limits or excludes any consumer right that cannot legally be waived.

If applicable law gives you a mandatory cancellation, return, repair, replacement, or refund right, Velaona will honor that right.

For products sealed for health protection or hygiene reasons, statutory change-of-mind rights may not apply after the seal has been broken where such an exception is permitted by applicable law.

16. Policy Abuse and Fraud

We reserve the right to reject a return request involving suspected fraud, product substitution, deliberate damage, repeated policy abuse, false claims, unauthorized returns, or other improper conduct.

Any decision will be based on available evidence and will not limit rights that cannot legally be excluded.

17. Contact Us

For return questions or to request authorization, contact:

Velaona
Operated by: Velaona Support Team
Email: Amyperry2783@hotmail.com
Business address: 5142 N Academy Blvd, Colorado Springs, CO 80918, United States

Please include your order number in all return-related communications.