Return & Refund

Order Cancellation & Returns Policy

Last Updated: January 1, 2026

Order Cancellation

Cancellation Window: Within 6 hours of placing your order

How to Cancel:

Email support@tryvelume.com with your order number
Include "CANCEL ORDER" in the subject line
Your request must be sent within 6 hours of placing your order

Important Notes:

We honor cancellation emails received within the cancellation window where possible
After this period, orders may already be in processing and may no longer be eligible for cancellation
If your cancellation is approved, refunds are issued to your original payment method

Returns

Return Period: Please contact us within 90 days of delivery if you would like to request a return.

Velume™ is backed by a 90-day money-back guarantee. Use Velume consistently as part of your post-removal routine. If you are not happy with your experience, we will do our best to help and find a fair solution.

Return Eligibility:

Requests must be made within 90 days of delivery
Items should be returned in reasonable condition when a return is required
Original packaging is preferred where possible
Please contact us before sending anything back

How to Start a Return

Step 1: Contact Us

Email support@tryvelume.com with your order number
Tell us the reason for your return request
If your item arrived damaged, please include a photo

Step 2: Wait for Return Instructions

We will review your request
If approved, we will provide the correct return instructions
Please do not send items back before contacting us first

Step 3: Send Your Return

Pack the item securely
Use a tracked service if possible
Keep your proof of postage or tracking details until the return is completed

Return Shipping Costs

If the item is damaged, faulty, or incorrect:

Please contact us first
We will review the issue and advise on the next steps
Where appropriate, we may offer a replacement, refund, or other suitable resolution
We may cover return shipping when the issue is confirmed and eligible

If you change your mind:

Return postage may be your responsibility
Original shipping charges, where applicable, may not be refundable
The item must be returned in acceptable condition when a physical return is required

Refund Process

Timeline: Once your approved return is received and checked, or once your refund request is approved, we will process your refund as soon as possible.

Refund Method:

Refunds are issued to the original payment method
The time it takes for funds to appear depends on your bank or payment provider
Most refunds appear within 1–5 business days after processing

Partial Returns: If your order included multiple items, partial refunds may be possible depending on the items returned.

Replacements & Exchanges

If your order arrives damaged, faulty, or incorrect, please contact us and we will review the best resolution available.

Replacement for damaged or faulty items where appropriate
Help with incorrect items sent in error
Support from our team throughout the process

Special Situations

Lost Return Parcels: If your return parcel goes missing, please share your proof of postage or tracking details and we will review the matter with you.

Damaged During Return: If the parcel is damaged in transit back to us, please contact your carrier first and also let us know.

Late Return Requests: If you contact us outside the stated return period, we may still review your case, but approval is not guaranteed.

What We Need From You

For All Return Requests:

Your order number
The reason for the return request

For Damaged or Faulty Items:

A clear photo of the issue where possible
A short description of what happened

For Routine or Results Questions:

How long you have used Velume™
How often you apply it
Your usual removal method, such as shaving, plucking, waxing, threading, or IPL
The area you use it on, such as chin, jawline, upper lip, or neck

For Change of Mind Returns: Simply let us know you would like to return your order and we will explain the next steps.

Refund Confirmation

Email confirmation when your return request has been reviewed
Notification once your refund has been processed

Tracking Your Refund: If your refund does not appear after a reasonable time, please contact support@tryvelume.com and we will help.

Contact Information

Email: support@tryvelume.com
Website: tryvelume.com
Response Time: Within 24 hours where possible
Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (PT)

If you have questions before requesting a return, contact us first and we will do our best to help.