Refund policy
Last updated: May 2026
Our 30-Day Money Back Guarantee
We stand behind the Ember™ completely. If it doesn't help with your pain, we don't want your money.
Try the Ember™ for a full 30 days. If you're not satisfied for any reason, contact us for a complete refund. No questions. No hoops. No hard feelings.
Eligibility
To be eligible for a return:
- Your request must be submitted within 30 days of your delivery date
- The product must be returned in its original packaging where possible
- You must provide your order number as proof of purchase
We do not require the product to be unused — we encourage you to genuinely try it before deciding it isn't right for you.
How To Request a Return
- Email us at [support@veleeria.com] with your order number and the subject line "Return Request"
- We will respond within 1–2 business days with your return instructions and return address
- Ship the product back to us using a trackable shipping method
- Once we receive and process your return, your refund will be issued within 5–7 business days
Refunds
- Refunds are issued to your original payment method
- Processing time is 5–7 business days after we receive your return
- Depending on your bank or card provider, it may take an additional 3–5 business days to appear in your account
- Original shipping charges are non-refundable unless the return is due to our error or a faulty product
Return Shipping Costs
- Change of mind returns: Return shipping is at the customer's expense
- Faulty or incorrect item: Veleeria covers all return shipping costs. Contact us and we will arrange a prepaid label
Faulty or Damaged Products
If your Ember™ arrives damaged, faulty, or not as described, we will offer you the choice of:
- A full refund to your original payment method, or
- A free replacement sent immediately
Please contact us within 7 days of receiving a faulty item and include a photo of the damage or fault so we can resolve it quickly.
Exchanges
We do not offer direct exchanges at this time. If you would like a different product, please return your original order for a refund and place a new order.
Non-Returnable Items
The following cannot be returned:
- Items returned after the 30-day window has passed
- Items that have been deliberately damaged
- Digital products (including the Endometriosis Survival Guide if purchased separately)
Twin Pack Orders
Both units in a Twin Pack order must be returned to receive a full refund. If only one unit is returned, a partial refund will be issued for that unit only.
International Returns (US, UK, Canada)
- International customers are responsible for return shipping costs unless the item is faulty
- We recommend using a trackable service as we cannot process refunds for items lost in transit on the return journey
- Customs fees or duties on returned items are the responsibility of the customer
Contact Us
For any questions about your return or refund:
📧 [support@veleeria.com] ⏱ We respond within 1–2 business days
This policy applies to all purchases made through veleeria.com and does not affect your statutory rights under Australian Consumer Law, UK Consumer Rights Act 2015, or applicable US and Canadian consumer protection legislation.