Refund policy
At Veloreva™, we are committed to providing you with high-quality recovery tools and exceptional service. We stand behind the craftsmanship of our products and want you to feel confident in your purchase. If you have any issues, please contact our support team at support@veloreva.com.
CANCELLATION POLICY
We pride ourselves on fast processing to get your order to you as quickly as possible. If you need to change or cancel an order, you must contact us within 24 hours of placing it.
Before Shipping: If caught within the window, we will cancel and refund you immediately.
After Shipping: Once an order has entered the shipping queue, it cannot be canceled. However, you are welcome to return the item once it arrives in accordance with our Return Policy below.
RETURNS AND REFUNDS
90-Day "Pain-Free Or It's Free" Guarantee
We offer a 90-Day Money-Back Guarantee because we want you to experience true relief risk-free. You can test the product for 90 days, and if it doesn't provide the relief you expected, you may return it. To be eligible for a full refund, items may be returned in slightly used condition with all original accessories, attachments, and packaging intact.
Restocking Fee: We do not charge a fee for items returned in good condition. However, if an item is returned in a condition that is not like-new (for example: dirty, damaged, showing excessive wear, or missing parts), we reserve the right to deduct a restocking fee of up to 15% or refuse the return.
2-Year Performance Guarantee (Standard)
Total Peace of Mind. Guaranteed Relief. We stand behind our engineering 100%. The Veloreva Pro™ is precision-crafted for daily high-performance use, and we back that quality with a rock-solid guarantee. While other companies offer 90 days of protection, we give you 730 days of security. If your device stops working as promised due to any internal defect, we simply replace it. No questions asked.
What’s Included: We cover Internal Motor Failure (if the massage mechanism stops or loses power), Electronic Defects (screen glitching or buttons not responding), and Battery Health (guaranteed to hold a charge and power your sessions effectively).
Zero Deductibles: You pay $0 for the replacement unit. We cover the cost.
How It Works: Simply report the issue by emailing our support team. We verify the defect (usually via a quick video) and ship a brand-new Veloreva Pro™ to your door.
Lifetime Accident Protection (VIP Upgrade)
Never Worry About Breaking Your Device Again. Your Veloreva Pro™ is built to last, but life happens. Whether it’s a slip at the gym, a spilled water bottle, or just years of heavy use, our VIP Lifetime Accident Protection ensures you are never left without relief. Standard warranties only cover manufacturer defects, but our "Accident-Proof" Protection covers everything else.
What’s Included: This coverage protects you against Accidental Damage (drops, cracked screens), Liquid Damage (spills, sweat), and long-term Battery Replacement (if it stops holding a charge years later).
You also receive Priority Processing to skip the support queue.
How It Works: There are No Deductibles and No Hidden Fees; a one-time payment covers you forever. Just email us a photo or video of the damage, and we ship your replacement immediately.
Important: This warranty upgrade is only available before your order ships. Once your package leaves our warehouse, we cannot add this coverage.
WARRANTY LIMITATIONS & DISCLAIMERS
To protect our business and customers, the following terms apply to all warranties.
Product Discontinuation: Warranty coverage is valid only as long as the product is actively sold and manufactured by Veloreva™. If Veloreva™ discontinues a product line or ceases operations, all warranty coverage extends only to the availability of remaining inventory and parts. If a replacement is not available due to discontinuation, Veloreva™ reserves the right to void the remaining warranty term or offer a pro-rated store credit at its sole discretion.
Non-Transferable: All warranties are valid only for the original purchaser and are non-transferable. Buying a device second-hand voids the warranty.
Unauthorized Modification: Opening, disassembling, or attempting to repair the device yourself (or via a third party) immediately voids all warranties. Use of non-approved charging cables or adapters that damage the battery will also void coverage.
Liability Limit: Veloreva™ is not liable for incidental or consequential damages resulting from the use of this product. Our maximum liability is limited to the purchase price of the product.
HOW TO INITIATE A RETURN
To start a return, please email support@veloreva.com within 90 days of delivery with your Order Number and reason for return. Our team will provide you with a Return Authorization and the correct return address. Please ship the item back using a trackable shipping method. Customers are responsible for return shipping costs unless the item arrived damaged.
Refund Timeline: Once your return is received and inspected (usually within 3–5 business days of arrival), we will send you an email to notify you of the approval or rejection of your refund.
Approved Refunds: Will be processed immediately, and a credit will automatically be applied to your original method of payment.
Bank Processing Time: Please allow your bank 5–10 business days to officially post the funds to your account.
Late Refunds: If you haven’t received a refund after 10 business days, please contact your credit card company first, then contact us.
Currency: All refunds are processed in U.S. Dollars ($USD). If you paid in a different currency, the refund amount may vary slightly due to your bank's daily exchange rates.
PRODUCT CONCERNS
We take product safety seriously. Please follow all proper usage instructions and safety precautions provided in your user manual and on our website. Veloreva™ cannot be held responsible for injuries or damages resulting from misuse, failure to follow instructions, or use of the product on injured areas without medical approval. If you experience unexpected discomfort, discontinue use immediately and contact us at support@veloreva.com.
DAMAGED ITEMS
We package our products with care to prevent damage. We consider an item "Damaged" if it has a functional defect or is physically broken upon arrival. Cosmetic damage to the shipping box itself does not qualify as product damage.
Reporting Damage: If your item arrives damaged, you must notify us within 48 hours of delivery. Please email support@veloreva.com and include a clear photo or video of the damage. We will verify the issue and ship a free replacement immediately.
SHIPPING AND DELIVERY
While we strive to deliver your order in a timely manner, Veloreva™ cannot be held responsible for shipping delays outside of our control (e.g., courier delays, customs holds, severe weather).
Lost Packages: If your tracking number shows "Delivered" but you cannot find the package, please contact the courier directly for assistance. We are not responsible for lost or stolen packages once confirmed delivered by the carrier.
ADDRESS ACCURACY & REDIRECTS
It is the customer's responsibility to ensure the shipping address provided at checkout is 100% accurate and complete.
Incorrect Addresses: Veloreva™ is not responsible for packages delivered to an incorrect address provided by the customer. If a package is returned to us due to an address error (missing apartment number, wrong zip code), we will issue a refund minus the cost of shipping and a $15 handling fee.
Redirects: Once a package has shipped, we cannot change the destination address. If you need to redirect a package, please contact the courier directly; additional fees may apply.
REFUSED PACKAGES
If a customer refuses delivery of a package or if the package is returned to sender due to failure to pick it up from a carrier location, the customer will be refunded minus a 20% restocking fee and the cost of return shipping. We do not cover the cost of shipping for refused packages.
BUNDLE & PROMOTIONAL RETURNS
If you return an item that was purchased as part of a bundle (e.g., "Buy 2, Save $40" or "Gift with Purchase"), the refund will be adjusted to reflect the full retail price of the items you keep.
Example: If you return the main unit but keep the free gift or discounted second unit, the refund amount will be calculated by deducting the full price of the kept items from your original total.
MEDICAL DISCLAIMER
The Veloreva Pro™ is a non-medical massage device intended for relaxation and muscle recovery.
Not a Medical Device: This product is not intended to diagnose, treat, cure, or prevent any disease or medical condition.
Consult a Doctor: Always consult with a physician before using this device if you have any pre-existing injuries, are pregnant, have a pacemaker, or have any concerns about your health. Use on specific injuries (bruises, broken bones) is strictly prohibited and done at the user's risk.
FRAUD PREVENTION
To protect our customers, we verify all billing and shipping addresses to ensure they match the information on file with the payment processor. We monitor transactions for suspicious activity. If fraud is suspected, we reserve the right to cancel the transaction and notify the customer immediately to verify their identity.
Please note that we reserve the right to modify this Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund Policy before purchasing and using our products. By purchasing and continuing to use Veloreva™ products, customers are indicating their acceptance of this Policy.