Refund policy

Vellixe® Returns & Refund Policy

[Last Updated: 08/05/2025]

At Vellixe®, your satisfaction is important to us. We designed our products to be used, tested, and experienced at home — and we want you to feel confident when purchasing. Our 90-day return policy provides flexibility while also protecting product integrity.

If at any time within 90 days of receiving your product you are not satisfied, you may request a return. Please note that to qualify for a full refund, items must be unused, unopened, and in their original condition.

Our customer service team responds to all return and refund requests within 24 hours.

Contacting Us

To start your return or ask a question, reach out to our support team:

Email: info@vellixe.com
Response time: Within 24 hours on business days

What to include in your request:

  • Order number
  • Full name
  • Email address used for purchase
  • A short description of your request (return, damaged item, refund status, etc.)

Important: Do not send your product back without contacting us first. Unauthorized returns cannot be accepted.

Am I Eligible to Return My Product?

Yes. All Vellixe physical products are covered by our 90-Day Money-Back Guarantee, provided they meet the following conditions:

For a Full Refund (Unopened Items Only):

  • The item must be unused, unopened, and in original condition.
  • All components must be included: cuffs/wraps, controller, charger, cables, accessories, and quick start guide.
  • Original packaging is appreciated but not required.
  • You must provide a receipt or proof of purchase.

For Opened Items:

Opened items can only be returned if:

  • The product is defective, damaged, or not functioning as intended.
  • All components are included.
  • The product passes inspection by our team.

Opened items that are not defective or malfunctioning are not eligible for a full refund.

You may be eligible for:

  • A replacement, or
  • A partial refund (based on condition and inspection results)

Not Covered:

  • Perishable goods (e.g., food, flowers, plants)
  • Custom or personalized items
  • Hazardous materials, flammable liquids, or gases
  • Gift cards and sale/clearance items

Shipping Costs & Responsibility

  • Customers are responsible for covering return shipping costs.
  • We recommend using a trackable shipping service and keeping your proof of postage.
  • We are not responsible for items lost or stolen in transit when being returned to us.

Order Cancellation Policy

We understand that sometimes plans change. If you need to cancel your order, please email info@vellixe.com within 24 hours of placing your order. 

  • Before shipping: If your order has not yet shipped and no tracking number has been assigned, we will process a full cancellation and refund.

  • After shipping or tracking assignment: Once a tracking number has been created or the order has left our facility, we can no longer cancel it. In that case, please wait until the item is delivered, then contact us to start a return under our 90-Day Money-Back Guarantee.

Note: Any postage or return shipping fees for cancellations or returns after shipment are the customer’s responsibility.

Damaged, Defective, or Incorrect Items

If you receive a defective, damaged, or incorrect item:

  1. Contact us within 7 days of delivery.
  2. Include your order number, a short description of the issue, and photos or a short video if possible.
  3. Once confirmed, we will issue a replacement or provide next-step instructions.

Exchanges

The fastest way to get a different product is to:

  1. Return your original purchase under our 90-day guarantee.
  2. Once your return is accepted, place a new order for the product you want.

Refund Timeline

Once your return is received and inspected, we will notify you of approval or rejection.

  • If approved, a refund will be issued to your original payment method within 10 business days.
  • Please note: your bank or credit card provider may take additional time to post the refund.
  • If more than 15 business days have passed since approval and you haven’t received your refund, contact us at info@vellixe.com.

European Union – 14-Day Cooling-Off Period

If your order is shipped into the EU, you are entitled to cancel or return within 14 days for any reason. Your item must be returned in good condition with all components.

Our 90-day money-back guarantee still applies, giving you more time and flexibility than legally required.

Lost or Stolen Orders

  • Lost in Transit: If your package is lost before delivery is confirmed, please contact our support team so we can assist in resolving the issue.
  • Stolen After Delivery: We are not responsible for stolen items once the carrier confirms delivery. We recommend checking with neighbors, your local carrier, or filing a claim with your shipping provider.

Refund Options

When your return is approved, we will:

  • Refund to your original payment method only. (We do not issue store credit at this time.)

Policy Updates

Vellixe® reserves the right to update or modify this Return & Refund Policy at any time to reflect changes in business practices or legal requirements.

Plain Language Summary

90-Day Returns:
Unopened items = full refund.
Opened items = replacement or partial refund only if defective.

Fast Support:
We reply within 24 hours on business days.

Opened Item Rules:
Opened products cannot be refunded unless defective.

Customer Covers Return Shipping:
Use a trackable service.

Refunds:
Issued within 10 business days after approval.

Hours:
Monday – Friday, 9am – 5pm EST