Refund policy
30-day money-back guarantee
Try VELLIE for 30 days. If you are not happy, you can return it within 30 days of delivery for a full refund of the product price.
How to return
- Email us at support@tryvellie.com with your order number and the reason for your return.
- We reply within 1–2 business days with the return address and instructions. Please do not send items back without contacting us first.
- Send the item back in its original packaging, with all parts included.
Conditions
The item must be complete, undamaged and in resalable condition. Normal testing of the product is fine. For hygiene reasons, please clean the bristles before sending it back.
Return shipping costs are paid by the customer, unless the item is defective, damaged or we sent the wrong item. In those cases we cover the return costs or send a replacement free of charge.
Refunds
Once we receive and check your return, we notify you by email. Approved refunds are issued to your original payment method within 5–10 business days. Your bank may need a few extra days to show the refund.
Bundles
If you bought a Duo or Trio set and return only part of it, we refund the returned items based on the bundle price you paid per unit.
Defective or damaged items
If your VELLIE arrives damaged or stops working because of a manufacturing defect, contact us with a photo or short video. We will send a free replacement or refund you in full.
EU customers – right of withdrawal
If you live in the European Union, you also have a statutory right to withdraw from your purchase within 14 days of receiving the goods without giving any reason. To exercise this right, send us a clear statement (for example by email to support@tryvellie.com). We will refund all payments received from you, including the original standard delivery costs, no later than 14 days after we receive your withdrawal notice. We may withhold the refund until we have received the goods back or you have provided proof that you have sent them. You bear the direct cost of returning the goods. Our 30-day guarantee is in addition to, and does not limit, your statutory rights.
Exchanges
We replace items only if they are defective or damaged. For any other change, return the item and place a new order.