Refund policy

Refund & Returns Policy

Our 30-Day Results Guarantee

Every Velou device is backed by our 30-Day Results Guarantee. This is a results-based guarantee — not a general satisfaction or change-of-mind guarantee. To qualify:

You must use the device consistently for the full 30 days as directed in the product instructions
You must complete the minimum recommended number of sessions (at least 4 weekly sessions for the Velou Glow™ IPL; daily sessions for the first 4 weeks for the Velou Lumé™)
You must be able to demonstrate consistent use — for example, by sharing dated photos taken at the start and end of your trial period, or a usage log
You must contact us at support@veloubody.com within your 30-day window from the date of delivery

If you meet these conditions and see no visible improvement, we will issue a full refund. Requests that do not meet these criteria — including requests based on change of mind, incorrect use, incompatible skin or hair type, or use outside the recommended parameters — are not covered under this guarantee.

Opened vs. Unopened Items

Unopened items may be returned within 14 days of delivery in their original, sealed packaging for a full refund. The item must be unused and in resalable condition.

Opened personal care devices cannot be returned for change of mind, general dissatisfaction, or reasons unrelated to results. Once a device has been opened and used, it cannot be resold for hygiene and safety reasons. Returns on opened devices are only accepted under the Results Guarantee conditions above, or in cases of a confirmed manufacturing defect.

How to Start a Return or Guarantee Claim

Email support@veloubody.com with your order number and a description of your situation
For Results Guarantee claims, include documentation of your usage (dated before/after photos or a usage log showing session dates)
Our team will review your request and respond within 1–2 business days
If approved, we will provide return instructions. Ship the item back within 7 days of approval
Once we receive and inspect the returned item, your refund will be processed within 3–5 business days

Refunds

Approved refunds are applied to your original payment method. Please allow 5–10 business days for the credit to appear on your statement, depending on your bank or card issuer. We do not charge restocking fees on eligible returns.

Exchanges

We do not offer direct exchanges. If you would like a different product or colour, please return your eligible unopened item and place a new order. Shipping is free on all new orders.

Damaged or Defective Items

If your order arrives damaged or you believe your device has a manufacturing defect, contact us within 7 days of delivery at support@veloubody.com with photos showing the issue. We will send a replacement at no charge or issue a full refund — your choice. Defective items do not need to meet the Results Guarantee criteria.

Non-Returnable Items

Opened personal care devices (except defective units or Results Guarantee claims meeting all criteria above)
Gift cards
Items marked as final sale at time of purchase
Items where a return or claim is requested more than 30 days after delivery
Items showing misuse, physical damage caused by the user, or use outside recommended parameters

Important Notes

The Results Guarantee applies only to devices used strictly as directed. It does not apply to use on incompatible skin tones (Fitzpatrick VI for IPL), hair colours outside the recommended range, or use during pregnancy or other contraindicated conditions
Results vary by individual. The guarantee is based on visible improvement, not a specific percentage reduction
We reserve the right to request evidence of consistent use before approving a Results Guarantee claim