Refund & Return Policy
Last updated: July 8, 2026
At VelunaHealth, we want you to feel confident in your purchase. If something isn't right, here's how returns and refunds work.
Return Window
You have 30 days from the date you receive your order to request a return.
Return Shipping
Customers are responsible for return shipping costs on all standard returns, including damaged, defective, or incorrect items — unless Redo Return Protection was purchased with the order (see below).
Redo Return Protection (Optional)
When adding items to your cart, you can choose to add Redo Return Protection for a small additional fee ($3.99). If you add this option, VelunaHealth will cover your return shipping costs for any eligible return made within your 30-day return window — just tick the box on the product or cart page.
If Redo Return Protection is not added to your order, standard return shipping terms apply: you are responsible for return shipping costs, as outlined above.
Condition of Returned Items
To be eligible for a return, items must be unused and in the same condition you received them, in their original packaging with all accessories, cables, and manuals included.
Because our LED face masks and eye massagers are skin-contact personal care devices, opened or used units can only be returned if they are defective or not as described — we're unable to accept opened/used returns for change-of-mind reasons, for hygiene and safety reasons. Unopened items in original packaging remain returnable within the 30-day window regardless of reason.
How to Start a Return
Email us at ngpwest@gmail.com with your order number and the reason for your return. We'll confirm your eligibility and send you return instructions, including the return shipping address.
Refunds
Once we receive and inspect your returned item, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5–7 business days. Please note it can take additional time for your bank or card provider to post the refund to your account.
No Restocking Fees
We don't charge restocking fees on eligible returns — you'll be refunded the full item price, minus return shipping costs where applicable.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or you received the wrong item, contact us within 30 days at ngpwest@gmail.com with your order number and a photo of the issue. We'll arrange a replacement or refund once the item is returned. Return shipping for these cases follows the terms above — covered by VelunaHealth if Redo Return Protection was purchased, otherwise the customer's responsibility.
Exchanges
The fastest way to exchange an item is to return the original item and place a new order for the item you'd like once your return is accepted.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at ngpwest@gmail.com. We can cancel and fully refund any order that hasn't yet shipped. Orders that have already shipped will need to follow the standard return process above.
Warranty
This policy covers returns and refunds only.
Contact Us
VelunaHealth
Email: ngpwest@gmail.com