Refund policy

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30-day guarantee

We stand behind what we make. If Velbara isn't working for you — or your skin reacts to it — email us within 30 days of delivery and we'll refund you. You don't need to send anything back unopened; we'd just like to know what happened, so email info@velbara.com with your order number and a quick note.

Your legal right to cancel (EU customers)

Separately from our 30-day guarantee, if you're an EU consumer you have a statutory right to withdraw from your purchase within 14 days of receiving your order, without giving any reason, under the EU Consumer Rights Directive (2011/83/EU). To exercise this right, contact us at info@velbara.com within 14 days of delivery. If the seal on the product has been broken, this statutory right may not apply for hygiene reasons, but our 30-day guarantee above still does.

How refunds work

Once we've confirmed your refund by email, we process it within 5 business days. It can take an additional 5–10 business days for the refund to appear on your original payment method, depending on your bank or card provider.

Damaged or incorrect items

If your order arrived damaged, faulty, or isn't what you ordered, email us at info@velbara.com with a photo and your order number — we'll send a replacement or refund you, at no cost to you.

Dispute resolution

If you're an EU resident and we can't resolve something directly, you can also use the European Commission's Online Dispute Resolution platform: ec.europa.eu/consumers/odr.

Contact

Velbara, Rákóczi utca 27a, Székesfehérvár, 8000, Hungary
info@velbara.com