Refund & Return Policy — Velora Relief

Last updated: september14 2026

Our 90-day money-back guarantee

We want you to have real time to find out whether Velora works for your back. If it isn't right for you, contact us within 90 days of delivery and we'll refund your purchase in full.

This guarantee applies to orders placed directly through velorarelief.co.

What's eligible

You can request a return within 90 days of the date your order was delivered.

We expect the pillow to have been used — that's the point of a 90-day trial. We ask only that it comes back complete and in reasonable condition: the pillow itself, the USB-C cable, and the quick-start guide, free of heavy soiling, tears, burns, or odor. Original packaging is helpful but not required.

Returns requested after 90 days from delivery can't be accepted.

Non-returnable: gift cards.

Items that arrive damaged, defective, or incorrect are always eligible for a replacement or refund regardless of anything else in this policy.

How to start a return

Email support@velorarelief.co with your order number and a sentence about what didn't work for you. We reply within one business day.

We'll reply with a return authorization and the address to ship to. Packages sent back without an authorization can't be processed, so please contact us first.

In some cases we'll simply issue your refund without asking for the item back. We'll tell you either way when we authorize your return.

Return shipping

For change-of-mind returns, return shipping is paid by the customer. We recommend a tracked service and keeping your proof of postage.

If your item arrived damaged, defective, or incorrect, we cover return shipping and send you a prepaid label.

There is no restocking fee.

Refunds

Once your return arrives, we inspect it within 2–3 business days and email you either way.

Approved refunds go back to your original payment method within 10 business days of approval. Your bank or card issuer may need a few days beyond that to post the credit. You'll receive the full purchase price of the returned item — shipping was free on your order, so there's nothing deducted.

If more than 15 business days have passed since we told you your refund was approved and you haven't seen it, email us at support@velorarelief.co and we'll chase it.

Returning part of a multi-unit order: our 2-pack and 3-pack prices reflect a multi-unit discount. If you return some but not all of the units, the ones you keep are re-priced at the single-unit rate and your refund reflects that difference. Returning the whole order is refunded in full.

Damaged, defective, or wrong item

Please check your order when it arrives. If something is damaged, defective, or not what you ordered, email support@velorarelief.co within 14 days of delivery with photos of the item and its packaging.

We'll send a replacement at no cost to you, or refund you in full — your choice. You don't pay shipping either way.

Changing or cancelling an order

Contact us as soon as you can at support@velorarelief.co. Any order that hasn't shipped yet can be cancelled and refunded in full, and we can switch your color between Classic Gray and Space Gray at no charge.

Once an order is with the carrier, it falls under the return process above.

Exchanges

We don't process direct exchanges. If you'd like something different, return your item and place a new order — it's faster.

Contact

Velora Relief Operated by Velorarelief support@velorarelief.co — we respond within 24 hours, Monday to Friday

This policy sits alongside our Terms of Service and Privacy Policy. Nothing here affects the rights you have under applicable consumer law.