Refund policy
Return and Refund Policy
We want you to feel confident ordering from VELI. Because many of our products are supplements, personal-care products, and other goods intended for personal use, we generally cannot accept returns of opened or used products.
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or contains an incorrect item, please contact us at support@myveli.com as soon as possible after delivery.
Please include your order number, a description of the issue, and photographs of the product and packaging when applicable. We will review the issue and, when appropriate, arrange a replacement or refund.
Lost or missing orders
If your tracking information shows a delivery problem or your package does not arrive, contact us at support@myveli.com. We will review the shipment and work with our fulfillment and shipping partners to determine the appropriate resolution.
Returns
Please contact us before attempting to return any product. Do not send products to the address shown on your package or to any VELI business address unless we have specifically provided return instructions.
For health, safety, and product-integrity reasons, opened or used supplements, food and beverage products, cosmetics, and personal-care products are not eligible for return unless they arrived damaged, defective, or incorrect.
Unopened products may be considered for return on a case-by-case basis. Contact support@myveli.com with your order number and reason for the requested return before sending anything back. If a return is authorized, we will provide instructions. Unauthorized returns may not be accepted or refunded.
Order cancellations
We begin processing orders quickly. If you need to request a cancellation, contact support@myveli.com as soon as possible. We cannot guarantee that an order can be changed or canceled after it has entered processing or fulfillment.
Refunds
Approved refunds are issued to the original payment method. Once a refund has been processed, the time required for it to appear in your account may vary depending on your bank or payment provider.
Original shipping charges are generally non-refundable except when the refund results from an error with the order, a qualifying fulfillment problem, or where otherwise required by law.
Shipping delays
If we are unable to ship an order within the timeframe promised at the time of purchase, we will handle the order in accordance with applicable law, including providing cancellation and refund options when required.
Final-sale and non-returnable items
Products that have been opened, used, altered, or damaged after delivery are generally not returnable. Gift cards, if offered, are also non-returnable except where required by law.
Questions
Questions about a return, replacement, cancellation, or refund can be sent to:
VELI
myveli.com
This policy does not limit any rights you may have under applicable law.
