Refund Policy

Last Updated: April, 2026

1. Our 30-Day Satisfaction Guarantee

We stand behind the quality of the Velara Grace™ device. We offer a 30-day money-back guarantee from the date of confirmed delivery of the primary device, subject to all conditions set out in this policy.

This guarantee applies exclusively to the Velara Grace™ device. It does not apply to complimentary kit additions, digital products, or optional service fees. See Section 12 for full details on kit components.

2. Return Eligibility Conditions

To be eligible for a return, ALL of the following conditions must be satisfied without exception.

Your return request must be submitted within 30 calendar days of the confirmed delivery date of the primary device, as evidenced by carrier tracking.

The device must be returned in the same condition as received: clean, functional, undamaged, and complete with all original accessories including replacement heads, USB charging cable, cleaning brush, and protective cap.

The device must not have been used in a manner that violates the mandatory safety instructions or usage guidelines detailed in Section 5 of this policy.

You must provide valid proof of purchase in the form of your order number or order confirmation email.

Before any return is authorized, our support team will conduct a standard usage review. This review consists of a series of written questions about how the device was used, and may require photographic evidence of the device's current condition. Your participation in this review is mandatory. Return requests that do not receive a response to our review questions within 7 calendar days will be automatically closed.

This review process typically takes 2 to 5 business days from the date of your initial request.

3. How to Initiate a Return

To initiate a return, contact our customer support team at support@meetvelara.com and include your full name, your order number, and a brief description of your reason for requesting a return.

Our team will acknowledge your request within 24 to 48 business hours and begin the usage review process described in Section 2.

Do not ship your item back without first receiving written return authorization from our team. Unauthorized returns will not be processed or refunded.

4. Return Shipping Costs

Return shipping costs are entirely the responsibility of the customer. VELARA does not provide prepaid return shipping labels. We strongly recommend using a trackable shipping service for all returns, as VELARA cannot be held responsible for returned items lost or damaged in transit.

5. Conditions That Void Return & Refund Eligibility

THE FOLLOWING CIRCUMSTANCES WILL RENDER YOUR RETURN REQUEST INELIGIBLE FOR A REFUND, REGARDLESS OF THE DATE OF SUBMISSION. THESE CONDITIONS APPLY WHETHER OR NOT THE CUSTOMER WAS AWARE OF THEM AT THE TIME OF USE.

5.1 — Battery and Initial Power Management

The Velara Grace™ device is shipped with the battery at approximately 40% charge. A full 4-hour charge before the very first use is mandatory, as clearly stated in the product instructions and in The Velara Ritual Guide included in your kit. Any performance issue, battery damage, or reduced autonomy resulting from failure to complete this initial charge is not covered under this policy and will void any refund claim.

5.2 — Charger Compatibility

The device requires a standard 5V / 0.5A USB charger. Use of a fast charger, rapid charger, high-wattage USB charger, or any charger not meeting the specified electrical requirements may cause irreversible damage to the lithium-ion battery. Any damage caused by an incompatible charger is not covered and will void any refund claim.

5.3 — Skin Preparation

The device must be used exclusively on completely dry skin. Even slightly damp or insufficiently dried skin affects the performance of the abrasive head and may cause clogging. This does not constitute a product defect and is not eligible for a refund.

5.4 — Water Exposure of the Device Body

The body of the Velara Grace™ device is not waterproof. Only the detachable abrasive head is designed to be rinsed under running water. Use of the device body in the shower, bathtub, near running water, or in any humid environment will cause damage that is not covered under any return or warranty claim.

5.5 — Pressure and Technique

The device operates via high-speed rotation and requires only a light, gliding contact with the skin. Applying excessive pressure causes the motor to slow or stop as a built-in safety feature. This is not a defect. Return requests citing motor weakness, motor stopping, or insufficient power resulting from improper pressure will not be approved.

5.6 — Medical Contraindications

Any return claim arising from use of the device by a contraindicated person or on contraindicated skin conditions is automatically void. Contraindications include but are not limited to: diabetes or diabetic neuropathy, peripheral circulatory disorders or neuropathy, open wounds or bleeding skin, active skin infections, active fungal conditions including fungal nail infections, warts or verrucas, active dermatological conditions including eczema, psoriasis or dermatitis, and persons undergoing chemotherapy, immunosuppressive therapy, or with compromised immune systems.

5.7 — Excessive Use Frequency

Recommended use is a maximum of 2 to 3 times per week during the treatment phase, and once per week during the maintenance phase, as detailed in The Velara Ritual Guide included in your kit. Skin irritation, redness, tenderness, or discomfort caused by use exceeding this recommended frequency is not covered.

5.8 — Result Expectations

The Velara Grace™ is a cosmetic device. Results vary based on callus thickness, severity, skin condition, and regularity of use. Significant improvement for thick, longstanding callus build-up may require 2 to 4 weeks of regular use at 2 to 3 sessions per week. A refund claim based solely on the absence of results after a single session, or on unrealistic expectations of immediate transformation, will not be approved.

6. Product Safety Disclaimer & Medical Contraindications

THE VELARA GRACE™ IS A COSMETIC PERSONAL CARE DEVICE, NOT A MEDICAL DEVICE. IT IS DESIGNED FOR COSMETIC EXFOLIATION AND CALLUS REMOVAL PURPOSES ONLY.

THIS PRODUCT IS NOT SUITABLE FOR PERSONS WITH DIABETES OR DIABETIC NEUROPATHY. REDUCED OR ABSENT SENSATION ASSOCIATED WITH THESE CONDITIONS MAY PREVENT THE USER FROM DETECTING INJURY. PERSONS WITH DIABETES MUST CONSULT A LICENSED PODIATRIST OR QUALIFIED MEDICAL PROFESSIONAL BEFORE USING ANY MECHANICAL FOOT CARE DEVICE.

THIS PRODUCT MUST NOT BE USED ON OPEN WOUNDS, BLEEDING SKIN, ACTIVE SKIN INFECTIONS, ACTIVE FUNGAL CONDITIONS, WARTS, OR SKIN AFFECTED BY ACTIVE DERMATOLOGICAL PATHOLOGIES.

THIS PRODUCT IS NOT INTENDED TO DIAGNOSE, TREAT, CURE, OR PREVENT ANY DISEASE OR MEDICAL CONDITION. ANY SKIN CONCERN THAT MAY INDICATE AN UNDERLYING MEDICAL CONDITION MUST BE EVALUATED BY A QUALIFIED HEALTHCARE PROFESSIONAL BEFORE USE OF THIS DEVICE.

ANY RETURN CLAIM ARISING FROM USE OF THIS PRODUCT IN CONTRADICTION OF THE ABOVE SAFETY GUIDELINES WILL BE AUTOMATICALLY REJECTED.

7. Non-Refundable Fees & Items

The following are non-refundable under all circumstances.

The optional Express Secure Shipping fee of $7.99 USD, as this service is fully rendered at the time of shipment regardless of the outcome of any return request.

Standard shipping fees where applicable.

Digital products included in your kit: The Velara Ritual Guide and the Feet, Skin & Menopause Guide are considered delivered and are non-refundable from the moment the post-purchase email containing the access links is sent to your registered email address, regardless of whether the links were accessed.

8. Approved Refund Processing

Once your returned device is received and inspected, we will notify you by email of the approval or rejection of your refund within 2 to 5 business days of receipt.

If approved, the refund will be issued to your original payment method only. Please allow 5 to 10 business days for the refund to appear on your statement, depending on your bank or payment provider.

The refund covers the product price only. Shipping fees, the Express Secure Shipping fee, and the retail value of complimentary kit additions are excluded from any refund amount.

9. Damaged or Defective Items Upon Arrival

If you receive a device that appears damaged or defective upon opening, contact us at support@meetvelara.com within 48 hours of confirmed delivery. Include your order number and clear photographic evidence of the damage or defect.

Claims submitted after this 48-hour window will not be eligible for review, regardless of the nature of the issue.

Where a manufacturing defect is confirmed by our team, we will offer a replacement device or a refund at our sole discretion. This section applies to the primary device only. For missing or damaged kit components, see Section 12.

10. Split Shipment Policy

Due to high demand and the distribution of our fulfillment operations across multiple warehouse locations in Asia and North America, items included in your Velara Grace™ kit may be shipped separately and arrive in different packages on different dates.

This is standard practice and does not constitute an incomplete order or a delivery error. Your order is complete even if components arrive on different days. Please allow the full estimated delivery window for all components to arrive before contacting our support team.

If a component has not arrived within 7 business days after the last confirmed delivery in your order, contact us at support@meetvelara.com with your order number and we will investigate.

The split shipment of kit components does not affect the 30-day guarantee window, which begins on the confirmed delivery date of the primary Velara Grace™ device.

11. Chargeback & Dispute Policy

We strongly encourage customers to contact us directly at support@meetvelara.com before initiating a chargeback or dispute with their bank or payment provider. The majority of concerns can be resolved within 48 business hours through direct communication.

VELARA reserves the right to contest any chargeback filed in cases where our Return & Refund Policy was clearly communicated at the time of purchase, where the usage review process was not completed by the customer, or where the applicable conditions for refund eligibility were not met.

All email correspondence between the customer and our support team constitutes documented evidence that may be used in the context of a chargeback dispute.

12. Kit Components & Missing Items Policy

The Velara Grace™ kit includes the following components. For the purposes of this policy, each component is assigned the following retail reference value.

Velara Grace™ device — $79.00 USD (primary product, subject to the 30-day guarantee) Pack of 10 replacement heads (coarse and fine) — $29.00 USD (complimentary addition) USB charging cable — $19.00 USD (complimentary addition) The Velara Ritual Guide (digital) — $19.00 USD (complimentary addition) Feet, Skin & Menopause Guide (digital) — $15.00 USD (complimentary addition)

Complimentary additions are included at no additional cost as part of the complete kit. Their inclusion does not alter the return or refund conditions applicable to the primary device, nor does it entitle the customer to a full or partial refund of the kit price in the event that a complimentary item is missing, damaged, or unsatisfactory.

12.1 — Missing Physical Components

If you believe a physical component was missing from your kit upon delivery, you must notify us at support@meetvelara.com within 48 hours of confirmed delivery of that shipment. Your claim must include your order number and photographic evidence clearly showing the contents of your opened package.

Claims submitted after this 48-hour window will not be eligible for review.

Please note that due to our split shipment policy described in Section 10, kit components may arrive in separate packages on different dates. We recommend waiting for the full delivery window before submitting a missing item claim.

If a missing item claim is validated by our team, VELARA will ship the missing component to you at no cost. Missing physical components do not constitute grounds for a full or partial refund of the kit price under any circumstances.

12.2 — Missing or Inaccessible Digital Components

Digital components are delivered electronically via links included in your post-purchase confirmation email sent to your registered address. If you did not receive this email, check your spam or junk folder before contacting us.

If you are unable to access your digital components, contact us at support@meetvelara.com within 7 calendar days of your order confirmation date. We will resend the access links at no charge.

Claims for inaccessible digital components submitted after 7 calendar days will not be eligible for review.