Refund & Guarantee Policy

At Vellura Labs we stand behind our serum. We also believe a guarantee should reward customers who genuinely give the product a fair try  so here's exactly how it works.

Damaged, defective, or lost orders

If your order arrives damaged or defective, or is lost in transit, we'll make it right at no cost to you.

  • Contact us at support@velluralabs.com within 30 days of delivery (or, for a lost package, within 30 days of the estimated delivery date).
  • Include your order number, a photo of the issue, and a short description.
  • Once confirmed, we'll ship a free replacement or issue a full refund. You won't need to send anything back.

Our 30-Day Confidence Guarantee

Give the serum a real, consistent try and if you're genuinely not happy, we'll refund you. Because this is a guarantee for people who actually use the product  not for change-of-mind returns a few simple conditions apply.

To qualify for a guarantee refund, you'll need to:

  • Have purchased directly from velluralabs.com (orders from third-party sellers aren't covered).
  • Contact us at support@velluralabs.com within 30 days of your delivery date.
  • Provide your order number or proof of purchase.
  • Send a photo of the opened, used product, showing it has been genuinely used as directed.
  • Include a short note on how you used it and why it didn't work for you.

We review each request and will let you know if it's approved. One guarantee refund per customer or household. You're welcome to keep the product — there's no need to ship anything back to us.

A note on timing: hair care takes consistency. The look of fuller, healthier hair builds gradually with daily use, so we encourage you to use the serum every day throughout the guarantee period to give it a fair chance.

Refunds

Once a refund is approved, we'll credit your original payment method within [5–10] business days. Depending on your bank or card provider, it may take a few additional days to appear on your statement.

What isn't covered

To keep things fair, we're unable to refund or replace orders in these cases:

  • Incorrect or insufficient shipping address. If an order is returned because the address provided was wrong or incomplete, you'll be responsible for any reshipment cost.
  • Unclaimed packages. Shipments that go unclaimed and are returned to the sender are subject to a reshipment fee.
  • Customs rejection (international orders). If a package is held or returned by customs, we're unable to refund it. Please check your country's import rules before ordering, and note that any customs duties or taxes are the recipient's responsibility.
  • Change of mind after use, outside the guarantee terms above.

EU customers your right to cancel

If you are ordering from the EU or UK, you have a statutory right to cancel your order for any reason within 14 days of receiving it, in line with consumer law. This right applies to products in their original, unopened, sealed condition. For hygiene reasons, products that have been opened or used may be exempt from this right. To cancel, contact us at support@velluralabs.com within 14 days. This statutory right is in addition to — and unaffected by our Confidence Guarantee above.

Questions

We're happy to help with any order issue just email support@velluralabs.com and we'll take care of you.