Returns & Refund Policy

Last updated: August 5, 2026

This Returns & Refund Policy explains the conditions and procedures for returns, refunds, exchanges, cancellations, and problems with products purchased through the Velaona online store.

The Velaona online store is operated by Novapeak INC (“Velaona,” “we,” “us,” or “our”).

This policy should be read together with our Terms of Service, Shipping Policy, Payment Policy, and other policies displayed on our website.

Nothing in this policy limits any consumer right or remedy that cannot legally be excluded or restricted.

1. Return Period

You may request an eligible return within 30 calendar days after the applicable product is confirmed as delivered.

A return request submitted after this 30-day period may be declined unless:

• The product is defective;

• The product was damaged during delivery;

• You received an incorrect product;

• The order is missing an item; or

• Applicable law gives you a longer or additional right.

Submitting a return request does not automatically mean that the return has been approved.

You must receive return authorization from Velaona before sending any product back.

2. Return Eligibility

To qualify for a change-of-mind return, the product must generally:

• Be unused;

• Be unopened and unsealed;

• Be in its original condition;

• Include its original packaging, labels, accessories, instructions, and components;

• Be suitable for resale;

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

• Be accompanied by valid proof of purchase from Velaona.

We may request photographs, videos, packaging information, shipping labels, lot numbers, or other reasonable evidence before authorizing a return.

Products returned without authorization, outside the applicable return period, or in a condition that does not satisfy this policy may be refused.

3. Non-Returnable Products

Because of health, hygiene, safety, and contamination concerns, the following products are generally not eligible for a change-of-mind return after they have been opened, used, unsealed, tested, altered, or had a protective seal removed:

• Skincare products;

• Cosmetics and beauty products;

• Personal-care products;

• Intimate-care products;

• Hygiene-sensitive products;

• Consumable products;

• Dietary supplements;

• Products that come into direct contact with the skin or body; and

• Other products that cannot safely or reasonably be resold after opening.

A product is not eligible for return merely because a customer dislikes its scent, color, texture, taste, appearance, packaging, or individual results after opening or using it, unless the product is defective, incorrectly described, or applicable law provides otherwise.

We may also refuse returns involving:

• Products not purchased directly from Velaona;

• Products without sufficient proof of purchase;

• Products damaged through misuse, neglect, improper storage, or failure to follow instructions;

• Products altered, repaired, or modified after delivery;

• Products with missing components or materially damaged packaging;

• Free gifts, promotional samples, or complimentary products, unless defective;

• Gift cards or store credit, except where required by law; and

• Products specifically identified as final sale before purchase, subject to applicable law.

These exclusions do not apply where the product is defective, damaged upon delivery, incorrectly supplied, materially different from its description, or otherwise covered by mandatory consumer-protection law.

4. How to Request a Return

Before returning a product, contact us at:

Amyperry2783@hotmail.com

Use the subject line:

Return Request – Order [Your Order Number]

Your request should include:

• Your full name;

• Your order number;

• The email address used to place the order;

• The product you wish to return;

• The quantity involved;

• The reason for the return;

• Photographs or videos where relevant; and

• A description of the requested solution.

After reviewing the request, we may:

• Approve the return;

• Request additional information;

• Provide troubleshooting or product-use guidance;

• Offer a replacement, refund, store credit, or another appropriate solution; or

• Explain why the product is not eligible for return.

Do not send a product until you have received written return authorization and return instructions from Velaona.

5. Return Authorization and Return Address

Approved returns must be sent only to the return address provided in the applicable return authorization.

The return address may depend on:

• The product;

• Your delivery location;

• The fulfillment facility;

• The supplier or warehouse involved; and

• The reason for the return.

Our business address is not automatically our authorized return address.

Do not return products to the business address displayed on our website, the address shown on the original parcel, or another warehouse without written authorization.

Products sent to an unauthorized address may be refused, delayed, lost, or returned to the sender. We are not responsible for unauthorized returns except where applicable law requires otherwise.

Return authorization applies only to the products and quantities identified in the authorization.

6. Return Shipping Costs

If you are returning an eligible product because you changed your mind, ordered the wrong product, no longer want the product, or provided incorrect order information, you are generally responsible for:

• Return shipping costs;

• Suitable packaging;

• Tracking or delivery confirmation;

• Insurance where appropriate; and

• Any other return-related carrier charges.

Original shipping charges are generally non-refundable for change-of-mind returns unless required by law.

If we verify that a product was defective, damaged during delivery, leaking upon arrival, missing from the order, or incorrectly supplied by us, Velaona will provide an appropriate remedy and will cover reasonable return costs where a physical return is required.

Do not pay for expedited or unusually expensive return shipping without our prior written approval. We may decline to reimburse unauthorized or unreasonable shipping expenses.

Customs duties, import taxes, brokerage fees, clearance charges, foreign-transaction fees, and currency-conversion charges are generally non-refundable because they may be collected by third parties, unless applicable law or the circumstances of the return require otherwise.

7. Packaging and Shipping an Authorized Return

You are responsible for packaging an authorized return securely.

Where reasonably possible:

• Use the original shipping packaging;

• Protect the product against leakage, breakage, contamination, or movement;

• Include all components covered by the return authorization;

• Remove or conceal unrelated shipping labels;

• Use a trackable shipping service; and

• Keep the shipping receipt and tracking number until the return is completed.

We are not responsible for a return lost or damaged before reaching the authorized return location when the customer selected and paid for the return carrier, except where applicable law provides otherwise.

A return is not considered received merely because a shipping label was created.

8. Damaged, Defective, Leaking, Incorrect, or Missing Items

Please inspect your order promptly after delivery.

Contact us as soon as reasonably possible if:

• A product arrived damaged;

• A container is leaking;

• A safety seal is unexpectedly broken;

• The product appears defective or contaminated;

• You received the wrong product;

• The quantity is incorrect;

• An item is missing; or

• The delivered product materially differs from its description.

Provide:

• Your order number;

• A description of the problem;

• Photographs of the product;

• Photographs of the outer and inner packaging;

• A photograph of the shipping label;

• The product lot or batch number, where available; and

• A video where photographs cannot adequately show the issue.

Keep the product, packaging, shipping label, and all contents until we finish reviewing the claim.

Do not discard, use, alter, repair, or return the affected product unless we instruct you to do so, except where retaining it would create an immediate safety risk.

After verification, an appropriate remedy may include:

• Replacement of the affected product;

• Reshipment of a missing item;

• A full or partial refund;

• Store credit, with your agreement;

• Return instructions at our cost; or

• Another remedy required by applicable law.

We may decline claims involving normal wear, minor packaging variations, screen-color differences, customer misuse, improper storage, unauthorized alteration, or damage occurring after delivery.

9. Inspection of Returned Products

After an authorized return is delivered to the designated return location, we generally inspect it within 3–5 business days.

Inspection may include verification of:

• The returned product and quantity;

• The product’s condition;

• Whether the product has been opened, used, or altered;

• Packaging, labels, accessories, and components;

• The stated reason for return; and

• Compliance with the return authorization.

We will notify you whether the return and requested refund have been approved, partially approved, or declined.

If a return contains products that were not authorized, or if the condition materially differs from the information provided in the return request, we may request additional information or adjust the proposed remedy where legally permitted.

10. Refund Eligibility

A refund may be approved when:

• An eligible return is received and passes inspection;

• A verified product defect or delivery problem qualifies for a refund;

• An order is successfully cancelled before fulfillment;

• A product is unavailable after payment;

• We are unable to fulfill an accepted order;

• We approve a refund without requiring a physical return; or

• A refund is required by applicable law.

Receiving a returned product does not automatically guarantee a full refund.

Products that are used, opened, damaged, incomplete, unauthorized, or otherwise ineligible may be refused or may qualify only for a partial refund where permitted by law.

11. Partial Refunds

Where permitted by law, we may issue a partial refund instead of a full refund if:

• The product has been used or opened beyond what is reasonably necessary to inspect it;

• Parts, accessories, instructions, packaging, or promotional items are missing;

• The product has been damaged after delivery;

• The returned quantity differs from the authorized quantity;

• The product’s value has been reduced by improper handling or storage; or

• Only part of an order is affected.

We will explain the basis of any partial refund.

No deduction will be made where prohibited by applicable consumer-protection law or where the reduction in value was caused by a verified defect or our error.

12. Refund Method and Processing Time

Approved refunds are generally returned to the original payment method used for the order.

We normally cannot redirect a refund to:

• A different payment card;

• A different bank account;

• A different PayPal account;

• A different digital wallet; or

• Another person’s payment method.

After a refund is approved, Velaona will generally initiate it within 10 business days.

This means we submit the refund to the applicable payment provider. It does not necessarily mean that the funds will appear in your account within 10 business days.

Your bank, card issuer, PayPal, digital-wallet provider, or other payment provider may require additional processing time before the refund appears.

If the original payment account has expired, been replaced, or been closed, contact the applicable bank or payment provider. That provider generally determines how the refund is routed.

Currency-exchange changes, foreign-transaction charges, and third-party conversion fees may cause the amount appearing in your account currency to differ from the amount originally displayed in another currency.

13. Original Shipping and Other Charges

For an approved change-of-mind return, the following amounts are generally not refundable unless required by law:

• Original shipping charges;

• Expedited shipping charges;

• Return shipping charges;

• Customs duties;

• Import taxes;

• Brokerage or clearance fees;

• Currency-conversion fees; and

• Charges imposed by a bank, card issuer, payment provider, carrier, or customs authority.

If the entire order is refunded because of a verified defect, our error, or another reason for which we are legally responsible, the applicable original standard shipping charge will also be refunded where required.

14. Late or Missing Refunds

If you have not received an approved refund:

1. Review the original payment account used for the order.

2. Check whether the transaction is still shown as pending.

3. Contact your bank, card issuer, PayPal, digital-wallet provider, or other payment provider.

4. Allow the provider’s stated processing period to pass.

If more than 10 business days have passed since we confirmed that the refund was initiated and your payment provider cannot locate it, contact:

Amyperry2783@hotmail.com

Include your order number and refund confirmation. Do not send complete card numbers, card security codes, banking passwords, or payment-account passwords.

15. Order Cancellations

Contact us as soon as possible if you wish to cancel or change an order.

We recommend submitting a cancellation request within 12 hours after placing the order. However, this does not guarantee cancellation.

Orders may enter payment review, processing, packaging, or fulfillment shortly after they are placed.

If an order has not entered fulfillment and cancellation is available, we may cancel it and refund the applicable payment.

If fulfillment or shipment has already begun, cancellation may no longer be possible. You may need to wait for delivery and request an eligible return under this policy.

Refusing delivery or failing to collect a parcel does not automatically create a right to a full refund. Actual return shipping, carrier fees, customs charges, or other recoverable costs may be deducted where legally permitted.

16. Exchanges and Replacements

Direct exchanges may not always be available because inventory, fulfillment locations, shipping destinations, and product conditions vary.

When an exchange or replacement is approved, we may:

• Send a replacement product;

• Ask you to return the original product;

• Process a return and ask you to place a new order;

• Refund the original product; or

• Offer another appropriate solution.

Replacement availability is not guaranteed.

A replacement product does not restart or extend the original return period unless required by law. A verified replacement defect remains subject to applicable consumer rights.

17. Promotions, Bundles, and Gifts

If a returned product was purchased as part of a bundle, multipack, gift-with-purchase promotion, quantity discount, or other promotional offer, the refund may be adjusted to reflect the terms of that promotion.

Where a free gift or promotional item was conditional on the purchase, we may require it to be returned with the qualifying product.

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

Discount codes and promotional benefits are generally not refundable or redeemable for cash.

18. Chargebacks and Payment Disputes

If you do not recognize a charge or believe there is a problem with an order or refund, please contact us first so that we can investigate.

Opening a chargeback does not automatically cancel an order, stop a shipment, or create a right to retain both the product and the disputed funds.

If a payment dispute or chargeback is opened, we may provide relevant records to Shopify, the payment provider, the issuing bank, the card network, or another authorized party. These records may include:

• Order information;

• Payment records;

• Customer communications;

• Return requests;

• Shipping and tracking information;

• Delivery confirmation;

• Product photographs;

• Refund records; and

• Applicable store policies.

Nothing in this section limits your lawful right to dispute an unauthorized or incorrect transaction.

19. International and Mandatory Consumer Rights

Customers may have mandatory rights under the laws of the country, state, province, or region where they live.

These rights may include additional remedies for products that are:

• Defective;

• Unsafe;

• Damaged;

• Incorrectly supplied;

• Not as described;

• Not of satisfactory quality; or

• Otherwise non-conforming.

Certain customers may also have a statutory cancellation or withdrawal right for eligible online purchases. Exceptions may apply to sealed goods that are not suitable for return for health-protection or hygiene reasons after the seal has been broken.

Where this policy conflicts with a mandatory consumer-protection law, the mandatory law applies to the extent of the conflict.

Nothing in this policy excludes, limits, or replaces a legal warranty, statutory guarantee, withdrawal right, or other remedy that cannot lawfully be excluded.

20. Return Abuse and Fraud

We may refuse, limit, or investigate a return or refund request where there is reasonable evidence of:

• Return fraud;

• Use of stolen payment information;

• False claims of non-delivery, damage, or missing items;

• Substitution of a different product;

• Returning an empty or altered package;

• Repeated excessive returns;

• Deliberate damage;

• Promotional abuse;

• Chargeback abuse; or

• Other unlawful conduct.

Where appropriate, we may preserve and disclose relevant records to payment providers, financial institutions, carriers, platforms, regulators, or law-enforcement authorities.

This section does not permit us to refuse a legitimate claim or limit a mandatory consumer right.

21. Changes to This Policy

We may update this Returns & Refund Policy to reflect changes in our products, fulfillment processes, payment providers, store operations, or legal requirements.

The revised policy will be posted on this page with an updated “Last updated” date.

Changes will not unlawfully reduce rights relating to an order accepted before the revised policy took effect.

22. Contact Us

For returns, refunds, cancellations, damaged products, incorrect orders, or other questions about this policy, contact:

Velaona
Legal entity: Novapeak INC
Email: Amyperry2783@hotmail.com
Business address: 5142 N Academy Blvd, Colorado Springs, CO 80918, United States

Please include your order number and a clear description of the issue.

The business address listed above is provided for business contact purposes and is not automatically an authorized return address.

Do not return any product until Velaona has provided written return authorization and the correct return address.