Refund policy

Refund and Return Policy

Last updated: 4 September 2026

We want you to be happy with what you bought from VelaX. This policy explains when you can return an item, when you can't, and how refunds work. If your situation isn't covered here, email support@tryvelax.com and we'll deal with it case by case.

Your window

You have 30 days from the day your order is delivered to request a return or refund. Requests made after 30 days can't be accepted.

Start every return by emailing support@tryvelax.com with your order number and, where relevant, photos. Please don't ship anything back before we reply — returns sent without an approved return address can't be tracked or refunded.

Hygiene and intimate products

Several VelaX products are personal, body-contact items. For health and safety reasons we can only accept them back unopened, unused, and with the hygiene seal intact.

Once a seal is broken, the item cannot be resold or returned, and we can't offer a refund for change of mind. This is standard for personal care goods and is required of us by law in most of the markets we serve.

This does not affect your rights if an item is faulty, damaged, or not what you ordered. Those cases are covered below and are always our responsibility.

Digital products

eBooks and digital guides are non-refundable once the download link has been opened, because the content cannot be returned.

If you bought a digital product by mistake and haven't opened the link, email us within 14 days and we'll refund you in full.

If a file is corrupted or won't open, contact us — we'll fix it or refund you.

Faulty, damaged, or incorrect items

If your item arrives damaged, faulty, or isn't what you ordered:

Email support@tryvelax.com within 7 days of delivery
Include your order number and photos of the item and its packaging

We'll send a replacement or issue a full refund — your choice. You will not be asked to pay return shipping, and in most cases we won't ask you to send the item back at all.

Change of mind

If you simply don't want the item, and it qualifies under the hygiene rules above, you can return it within 30 days.

Return shipping is paid by you
The item must be unused, sealed, and in its original packaging
Original shipping charges are not refunded

We'll confirm the correct return address when we approve your request. It varies by item, so please wait for it rather than guessing.

Items we can't take back

Opened or unsealed personal and intimate care products
Digital products with an opened download link
Gift cards
Items marked final sale at the time of purchase
Anything returned without prior approval
Anything returned more than 30 days after delivery

Refunds

Once we receive and inspect your return — or once we approve a refund without one — we email you the outcome the same business day.

Approved refunds are issued to your original payment method
Your bank or card issuer typically posts it within 5–10 business days
Customs duties and import taxes already paid are non-refundable, except where the item was faulty or incorrect
Original shipping charges are non-refundable, except where the item was faulty or incorrect

Late or missing refunds

If 10 business days have passed since we confirmed your refund and nothing has arrived, check with your bank or card issuer first, since posting times are outside our control. If it still hasn't appeared, email support@tryvelax.com and we'll trace it with our payment provider.

Exchanges

The fastest way to exchange something is to return the original item under this policy and place a new order. That way you're not waiting on two transit legs in sequence.

Cancellations

You can cancel free of charge while your order is still processing. Email us as soon as possible. Once an order has shipped, this policy applies instead of a cancellation.

Orders that never arrive

If your order hasn't arrived within 30 business days of its ship date, we replace it or refund you in full. See our Shipping Policy for tracking, delays, and lost parcels.

Customers in the EU and UK

If you're shopping from the European Union or the United Kingdom, you have a statutory right to cancel within 14 days of delivery without giving a reason, and this sits alongside the 30-day window above rather than replacing it.

Sealed goods that aren't suitable for return for health or hygiene reasons are excluded from that right once unsealed, in line with the Consumer Rights Directive and the UK Consumer Contracts Regulations.

Before you dispute a charge

If something has gone wrong, please email us first. We answer every message within 24 hours on business days and we would much rather fix the problem directly than have you wait weeks on a bank dispute.