Refund policy

VELYRAX

Returns & Refunds Policy

IMPORTANT NOTICE: Velyrax products are wellness and personal care devices. They are not medical devices, are not approved or cleared by the U.S. Food & Drug Administration (FDA), and are not intended to diagnose, treat, cure, or prevent any medical condition. Use of our products does not constitute medical treatment. Individual results may vary, and we do not guarantee specific outcomes such as pain relief, recovery speed, or medical improvement.

1. Return Authorization

To initiate a return, you must contact us at contact.velyrax@use.startmail.com to request return authorization before sending any item back.

Returns sent without prior written authorization will not be accepted and will be returned to the sender at their expense.

2. Return Window

We offer a 30-day return window for orders shipped within the United States and to eligible international destinations.

The return period begins on the date the order is marked as delivered by the carrier’s tracking system.

3. Important Notice — Personal Use & Hygiene

Velyrax products are personal wellness devices designed for individual use. For hygiene and safety reasons, once a device has been used on the body, it cannot be returned or resold.

Products that have been activated, used on the body, or show signs of physical use are not eligible for return or refund.

If a used product is reported as defective, we may request additional evidence and, if verified, offer a replacement unit.

4. Return Eligibility

To be eligible for a return, all of the following conditions must be met:

  • The item must be unused, unopened, and untampered
  • The item must be in its original, sealed packaging
  • All original accessories and components must be included
  • Proof of purchase (order number or confirmation email) is required

Items showing signs of use, missing parts, altered packaging, or damage caused by improper handling will not be accepted.

5. Non-Returnable Items

The following items are non-returnable:

  • Products used on the body or showing signs of use
  • Items damaged due to misuse, accident, or failure to follow instructions
  • Items returned without original packaging or missing components
  • Items returned without authorization
  • Gift cards (if applicable)
  • Orders outside the return window

6. Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect, contact us within 5 days of delivery at contact.velyrax@use.startmail.com, including clear photo or video evidence.

Claims submitted after this period may not be accepted.

All claims are reviewed individually. Depending on the situation, we may offer troubleshooting assistance, a replacement unit, or a refund.

7. Limited Warranty — Manufacturing Defects Only

All Velyrax products include a 30-day limited warranty from the date of confirmed delivery.

This warranty covers manufacturing defects only and does not cover:

  • Normal wear and tear
  • Improper use or handling
  • Failure to follow instructions
  • Unauthorized modifications or repairs

The product must be used according to the provided instructions. Improper use may affect performance and void eligibility for refunds or replacements.

Verified claims may result in a replacement or refund.

8. Return Shipping

Return shipping costs are the responsibility of the customer in cases of:

  • Change of mind
  • Ordering error
  • No longer wanting the product

We cover return or replacement shipping only in verified cases of defects, shipping damage, or incorrect items.

Original shipping fees are non-refundable.

9. Exchanges

We do not offer direct exchanges. Approved returns will be processed as refunds. If you want a different product, you must place a new order.

10. Refund Processing

Once a return is received and inspected, we will notify you of approval or rejection within 5–10 business days.

Approved refunds are issued to the original payment method:

  • Cards: 5–10 business days
  • PayPal: 3–5 business days

We are not responsible for delays caused by banks or payment providers.

All refunds are issued in USD. Currency differences may occur for international customers.

11. Resolution Process

We reserve the right to offer troubleshooting assistance, partial refunds, or replacement units as a first step before accepting a return, depending on the nature of the issue.

12. Chargebacks & Disputes

If you experience any issue, we strongly encourage you to contact us first.

Chargebacks initiated without prior contact may be challenged using evidence including order confirmation, tracking data, delivery confirmation, and this policy.

13. International Orders

For orders outside the United States:

  • Return shipping is the customer’s responsibility
  • Import duties and taxes are non-refundable
  • Delays caused by customs are not our responsibility
  • Refunds are issued in USD

14. Contact

For all inquiries:
contact.velyrax@use.startmail.com

Please include your order number and details of your request.

15. Last Updated

2025 — Velyrax