Refund policy

Our refund policy is designed to ensure customer satisfaction. If for any reason you are not satisfied with your purchase, you can request a refund within a certain timeframe. 
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Last updated: June 2025

1. General

2. Damages and Issues

3. Exchanges

4. European Union 14 day Cooling Off Period

5. Refunds

6. International Returns

7. Warranty Information

8. Special Circumstances

1. General

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.


To start a return, you can contact us at support@shopvelena.com. 


If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.


You can always contact us for any return question at support@shopvelena.com.

 

1a. Return Eligibility Requirements 

 

Items eligible for return:

  • Red light therapy devices in original packaging with all accessories
  • Unopened skincare products in original condition
  • Wellness products that are unused and in new condition
  • All original accessories, manuals, and packaging included

Items NOT eligible for return (for health and safety reasons):

  • Opened skincare products (due to hygiene concerns)
  • Used or damaged red light therapy devices
  • Items missing original packaging or accessories
  • Products damaged due to misuse or normal wear
  • Gift cards and promotional items

2. Damages And Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

2a. Return Shipping Information

  • Customers are responsible for return shipping costs unless the item was defective or we made an error
  • We recommend using trackable shipping methods for returns over $50
  • International returns may take 2-4 weeks to reach us

2b. Inspection and Processing

  • All returned items are inspected within 3-5 business days of receipt
  • Items must meet our return conditions to be approved
  • Defective items receive priority processing and free return shipping
  • We do not charge restocking fees

3. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

4. 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 above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

5. Refunds

5. Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded on your original payment method.

 

Refund Timeline:

  • Processing: 3-5 business days after we receive your return
  • Refund appears in your account: 5-10 additional business days
  • Total time: Generally 8-15 business days from when we receive your return

Refund Details:

  • Full product price refunded for approved returns
  • Original shipping costs are non-refundable unless item was defective
  • Return shipping costs are customer's responsibility unless item was defective
  • Refunds processed in original transaction currency

If more than 15 business days have passed since we've approved your return, please contact us at support@shopvelena.com.

6. International Returns

International customers should note:

  • Extended shipping times of 2-4 weeks for returns to reach us
  • Customer responsible for any return shipping customs fees
  • Refunds processed in original transaction currency
  • Include commercial invoice and customs declaration with return

7. Warranty Information
  • Red light therapy devices: 1-year manufacturer warranty
  • Skincare products: Quality guarantee until expiration date
  • Accessories: 90-day warranty against manufacturing defects
  • Some products may include extended warranties as specified

8. Special Circumstances
  • Multiple items: You can return individual items from larger orders
  • Wrong item sent by us: Free return shipping and expedited replacement
  • Promotional items: Special terms may apply as advertised
  • Extended return periods: Some promotional offers may include 60-90 day returns