Refund Policy

Relief Without Risk – That’s the Veluna Promise

At Veluna™, your comfort and trust come first. We understand shopping online—especially for health and wellness solutions—can feel uncertain. That’s why we stand firmly behind the quality of our orthopedic support products and are committed to providing a smooth, stress-free experience from order to relief.

 

 

Return & Refund Policy

 

14-Day Return Eligibility

 

We offer refunds within 14 days only in the following situations:

 

  • Damaged or Defective Items:

    If your belt arrives damaged or defective, please contact us at hello@theveluna.com within 48 hours of delivery with a clear photo or video of the issue. Once verified, we’ll either send a free replacement or issue a full refund—whichever you prefer.

    • Product must be in original packaging, sealed and undamaged

    • Return request must be made within 14 days of delivery

    • Product shows no signs of wear or use

      Change of Mind (Unopened Products):

      If you’ve changed your mind, we accept returns on unused and unopened items under the following conditions:

       

⚠️ Note: Opened, worn, or used products cannot be returned due to hygiene and health standards.

 


Return Shipping

 

  • Customers are responsible for return shipping costs unless the item was received damaged or defective.

  • Our warehouse is located in China, and returns must be sent there.

  • We strongly recommend using a tracked shipping service and/or purchasing shipping insurance, especially for returns over £15.

  • We are not responsible for returns lost in transit.

 

 

 

Refund Process

 

  • Once your return is received and inspected, we’ll notify you of approval.

  • If approved, a refund will be issued to your original payment method within 3–5 business days.

  • Refunds cannot be issued for orders already shipped unless the product is defective or incorrect.

 

 

Haven’t Received Your Refund?

 

If your refund hasn’t appeared:

  1. Check your bank or payment platform

  2. Allow 2–3 business days for processing

  3. Still no refund? Contact us at hello@theveluna.com


 

 

Received the Wrong Item or Damaged Product?

 

Please email us within 48 hours of delivery with:

 

  • Your order number

  • Photo or video of the issue

 

We’ll fix it quickly and ensure you get the correct product.

 

 

Gift Orders

 

If you received the belt as a gift, we can issue store credit in the form of a digital gift card once the returned item is received and approved.

 

 

Need Help?

 

We’re here to help.

Reach out to our support team at hello@theveluna.com for any questions, concerns, or feedback.

Your relief journey matters to us—let’s make it a smooth one.