Refund policy
Return & Refund Policy
At Velara, we want you to feel entirely comfortable with your purchase. If you are not satisfied with your order, you may return it within 30 days of delivery for a refund, in accordance with the terms below.
Velara is a trading name of Solana Online LLC.
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30-Day Return Window
You have 30 days from the date of delivery to request a return. To initiate a return, please contact our customer care team at support@try-velara.com with your order number and the reason for return. Once your request has been approved, we will provide you with a return shipping label along with the return address.
Items returned without a prior return authorisation cannot be accepted.
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Unopened Items — Full Refund
Unopened products returned in their original sealed packaging within 30 days are eligible for a full refund of the purchase price.
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Opened Items — Partial Refund
For health and safety reasons, opened supplement products returned within 30 days are eligible for a partial refund of 50% of the purchase price. Because Velara is an ingestible product, items cannot be resold once the seal has been broken.
We accept partial refunds on opened products out of respect for your trust, while preserving the safety and integrity of every order.
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Damaged or Incorrect Items — Full Refund or Replacement
Please inspect your order upon arrival. If your item arrives damaged, defective, or is not what you ordered, please contact us at support@try-velara.com within 7 days of delivery. We will arrange a full refund or replacement at no additional cost.
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European Union — 14-Day Right of Withdrawal
If your order is shipped to an address within the European Union, you have a statutory right to withdraw from the contract within 14 days of receiving the goods, without giving a reason, under Directive 2011/83/EU. To exercise this right, please contact us at support@try-velara.com with a clear statement of your decision to withdraw. For health and hygiene reasons, supplement products that have been opened or unsealed may be subject to a reduction in the refund amount, in line with Article 16(e) of the Directive.
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United Kingdom — 14-Day Cooling-Off Period
If your order is shipped to an address within the United Kingdom, you have the right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days of receipt, for any reason. Please contact us at support@try-velara.com to initiate cancellation. For health and hygiene reasons, opened supplement products may be subject to a partial refund.
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Refund Process
Once we have received and inspected your returned item, we will notify you by email whether your refund has been approved. If approved, your refund will be issued to the original method of payment within 10 business days. Please allow additional time for your bank or card issuer to post the refund.
If 15 business days have passed since approval and you have not received your refund, please contact us at support@try-velara.com so we can assist.
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Exchanges
For the fastest exchange, we recommend returning the original item and placing a new order separately once your return has been approved.
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Non-Returnable Items
The following items cannot be returned: — Items purchased with promotional discounts of 40% or more — Gift cards — Items returned outside the 30-day window — Items returned without prior authorisation
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Contact
For any questions about returns, refunds, or your order, please contact our customer care team:
Email: support@try-velara.com Hours: Monday through Friday, 9:00 AM to 5:00 PM CET
We aim to respond to all enquiries within one business day.
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This policy was last updated on 23/06/26. Velara is a trading name of Solana Online LLC, registered in North Carolina, United States.