Política de reembolso
📄 Velya™ Refund Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. This extended period is part of our commitment to your satisfaction and confidence in VELYA CO.
Eligibility for Returns
To be eligible for a return, your item must be in the exact same condition in which you received it: unused, unworn, with all original tags, and in its original, undamaged packaging.
⚠️ Important: As we specialize in personal care and beauty products (such as our facial massagers and hair curlers), for hygiene and safety reasons, we cannot accept returns for items that have been opened or used. The protective seal (if applicable) must be intact.
How to Initiate a Return
To start a return, please contact our support team at support@velyaco.com.
- Provide your order number and proof of purchase.
- Once your return is evaluated and accepted, we will provide the instructions and the local return address in Portugal.
- Please note: Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
In accordance with our "Lean Luxury" model, the customer is responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service, as we cannot guarantee that we will receive your returned item.
Damages and Issues
Please inspect your order upon reception. If the item is defective, damaged, or if you received the wrong item, contact us immediately at support@velyaco.com so we can evaluate the issue and make it right at no extra cost to you.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As mentioned above, the item must be in its original, unused condition and packaging.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.