Refund policy

Last updated: November 6, 2026

Returns 

Every VELTORA order is made to order and labeled just for you, and for health and safety reasons, we can’t resell supplements once they’ve left us. That’s why our policy focuses on making things right when something goes wrong with your order.

Damaged, defective, or wrong items
If your order arrives damaged, defective, or isn’t what you ordered, we’ll send you a free replacement. To request one, email hello@drinkveltora.com within 14 days of delivery. Include your order number, a short description of the issue, and clear photos of the product and packaging.

Once we confirm the issue, we’ll ship your replacement at no cost. If we can’t provide a replacement, or the replacement also arrives damaged or defective, we’ll issue a full refund to your original payment method.

Lost or undelivered orders
If your order hasn’t arrived and tracking does not show it as delivered, email us within 21 days after your estimated delivery date. We’ll investigate with the carrier and send a replacement or issue a refund if the package is confirmed lost.

If tracking shows your order as delivered but you can’t find it, please check with neighbors and your building’s mail area, then contact the carrier. We’re unable to replace or refund orders that tracking confirms were delivered to the address provided at checkout.

Incorrect addresses
Please double-check your shipping address at checkout. If an order is returned to us because of an incorrect or incomplete address, we’ll contact you to arrange reshipment, and reshipping costs will be your responsibility. We can’t replace or refund orders that are lost or undeliverable because of an incorrect address, or because the carrier couldn’t reach you.

Returns and change of mind
Because our products are made to order and are consumable, we don’t accept returns or offer refunds for change of mind, opened products, or products that were simply not to your taste.

Cancellations
Orders move into production quickly. If you need to cancel, email us as soon as possible. We’ll cancel and refund your order if it hasn’t entered production yet, but once production has started, we can’t cancel or change it.

Before disputing a charge
If there’s a problem with your order, please contact us first at hello@drinkveltora.com. We can usually fix things quickly, while a payment dispute can take weeks to resolve.

Your rights
This policy does not limit any rights you may have under applicable consumer protection laws.

Contact
Questions about an order? Email hello@drinkveltora.com and we’ll get back to you within 1–2 business days.