Return & Refund Policy

If you are ordering outside the US, we implement a different return and refund policy. Check here.

At VELYO, we strive to provide our customers with the highest quality products and services. We understand that circumstances may arise requiring returns or replacements, and we are here to assist you. Please review our policy below to understand the conditions under which we process refunds and replacements.

Refund Policy

Pre-Shipment Cancellations

  • If your order has not yet been packed or shipped, you may request a full refund at any time by contacting our support team at support@velyo.co.

  • Please include your order number and request for cancellation in your message.

  • Pre-shipment cancellations will be processed promptly with a full refund to your original payment method.

  • Note: Once your order has been packed and shipped, it is no longer eligible for cancellation or a refund unless the product is returned in an unopened and unused state.

Non-Refundable Products

  • Please note that certain items (such as hygiene-related kits or limited edition accessories) are non-refundable once shipped. These items cannot be returned or exchanged due to the nature of the product and health and safety regulations.

Post-Delivery Returns (Within 30 Days)

  • You may request a return for products received within 30 days of delivery.

  • Defects: Full refunds will be offered for defective products.

  • Other Reasons: Returns for reasons other than manufacturing defects will be considered on a case-by-case basis at VELYO’s discretion.

Return Process

  1. Initiating a Return: Contact our customer service team at support@velyo.co with your order number, purchase details, and reason for return.

  2. Return Approval: Our team will review your request and provide specific return instructions if approved.

  3. Shipping Instructions: All returns should be sent to VELYO Labs, Inc. [Insert Address].

  4. Return Shipping Costs: Customers are responsible for return shipping costs unless the return is due to a defect. We recommend using a trackable insured shipping service.

Refund Processing

  • Once we receive and inspect your returned item(s), we will notify you via email about the status of your refund.

  • Approved refunds will be processed to your original payment method within 7–10 business days.

  • A restocking fee of 10% may apply for returns that do not meet our full requirements.

Replacement Policy

Eligibility for Replacement

  • Replacements for defects are generally available for up to 1 year from the delivery date for primary electronic products and 3 months for accessories.

  • Eligible items include VELYO™ devices, mouthpieces, and related accessories.

  • Warranty terms apply (see Warranty Information page).

  • The final determination of whether an issue qualifies as a manufacturing defect rests with VELYO.

Replacement Process

  1. Initiating a Request: Contact our customer service team at support@velyo.co with your order number and detailed description of the issue.

  2. Evidence: Please provide photos or videos documenting the defect.

  3. Assessment: Our team will evaluate whether the issue qualifies as a defect.

  4. Replacement Shipping: If approved, we will arrange for a replacement to be shipped express at no additional cost.

  5. Return of Defective Items: In some cases, we may request the return of defective items before shipping replacements.

Exclusions

The following are not covered under the replacement policy:

  • Damage caused by improper use, accidents, or unauthorized repairs.

  • Normal wear and tear.

  • Issues resulting from use with non-VELYO accessories.

General Conditions

  • All products must be returned in their original, unused condition with all original packaging and accessories included.

  • VELYO reserves the right to refuse any return or replacement that does not meet the criteria outlined in this policy.

  • Certain items may be marked as final sale and are not eligible for return or replacement.

Thank you for choosing VELYO. For any questions or concerns regarding our refund and replacement policies, please contact us at support@velyo.co.