Refund policy
Return & Refund Policy
Last updated: October 19, 2026
Your satisfaction matters to us at Velora. We want you to feel confident trying our Collagen Peptide Hydrogel Neck Patches. That's why every order is backed by our 60-Day Money-Back Guarantee. If you're not satisfied with your purchase, you may request a return and refund under the terms below.
60-Day Money-Back Guarantee
You may request a return within 60 days of the delivery date of your order.
We understand that skincare is personal, and we want you to have the opportunity to try Velora with confidence.
Opened or used products are eligible under our 60-Day Satisfaction Guarantee, provided you contact us within the eligible return window and follow the return process outlined below.
Requests made after 60 days from delivery are generally not eligible under our satisfaction guarantee, except where required by applicable consumer protection laws.
How to Start a Return
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Email [Velora support email] with your order number and the reason for your return.
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Our customer support team will respond with a Return Merchandise Authorization (RMA) and the appropriate return shipping address. Please do not send items back before receiving these instructions, as unauthorized returns may not be processed.
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Pack the product securely and ship it to the address provided. We recommend using a tracked shipping method, as we cannot process refunds for returns that we do not receive.
Return Conditions
Because Velora is a cosmetic skincare product, we ask that you contact us within the 60-day return window so our team can assist you.
To qualify for a return under our satisfaction guarantee, you must:
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Provide proof of purchase, including your order number.
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Submit your return request within 60 days of delivery.
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Follow the return instructions provided by our customer support team.
Opened or used neck patches are eligible under our satisfaction policy. You do not need to keep the product completely unopened to request a refund.
Return Shipping Costs
Return shipping costs are the responsibility of the customer for returns made under our satisfaction guarantee.
If your return is due to an error on our part, a defective product, or an incorrect item, we will cover the applicable return shipping costs.
We do not charge restocking fees.
Refunds
Once we receive and inspect your return, we will email you to confirm its status.
If your return is approved, your refund will be issued to your original payment method.
Refunds are generally processed within 5–10 business days after we receive and approve your returned item.
Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Original shipping charges are non-refundable for satisfaction-guarantee returns unless the return is due to our error or otherwise required by law.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect Velora product, please contact us within 7 days of delivery, where possible, and include your order number and photographs of the issue.
Our customer support team will assist you with arranging a replacement or refund, as appropriate, at no additional cost.
This requested notification period does not limit any rights you may have under applicable consumer protection laws.
Exchanges
As Velora currently specialises in Collagen Peptide Hydrogel Neck Patches, we generally process refunds rather than exchanges.
However, exchanges or replacements may be offered when applicable, including for damaged, defective, or incorrect products.
Please contact our support team for assistance.
Consumer Rights
Nothing in this policy excludes, restricts, or modifies any rights or remedies available to you under applicable consumer protection laws, including the Australian Consumer Law where applicable.
Questions?
We're here to help.
If you have any questions about returns, refunds, or our 60-Day Money-Back Guarantee, please contact us at:
Email: support@velora.com
Thank you for choosing Velora.