Refund policy
Last updated: March 23, 2026
At Velasola, your satisfaction is our top priority. If you are not completely satisfied with your purchase, we are here to help. This Refund Policy outlines your rights and obligations with respect to returns, refunds, and exchanges. By placing an order on our website, you agree to the terms outlined in this Refund Policy.
This Refund Policy is incorporated into and subject to our Terms of Service. In the event of any conflict between this Refund Policy and our Terms of Service, the Terms of Service shall prevail.
1. Money-Back Guarantee
Velasola offers a Money-Back Guarantee on qualifying first-time purchases within sixty (60) days from the date you received your order, subject to the following terms:
Eligibility: The Money-Back Guarantee applies only to products purchased directly from velasola.com. Products purchased through third-party retailers, marketplaces, or unauthorized resellers are not eligible.
First-time purchases only: The Money-Back Guarantee is available once per customer. If you claim a refund under this guarantee and later decide to repurchase, you will no longer be eligible for the Money-Back Guarantee on any subsequent orders.
Opened products permitted: Unlike our standard return policy, the Money-Back Guarantee allows you to return products that have been opened and partially used. We want you to try our products with confidence.
Full refund: Approved Money-Back Guarantee refunds include the full purchase price of the product(s). Original shipping costs are non-refundable unless the product was defective, damaged, or sent in error.
How to claim: Contact us at support@velasola.com within 60 days of receiving your order. Please include your order number and reason for the refund request. We will provide return instructions if applicable.
Purchases that do not qualify for the Money-Back Guarantee are subject to our Standard Return and Refund Policy below.
2. Standard Return and Refund Eligibility
We accept returns or refund requests for most physical products within thirty (30) days of the delivery date. To be eligible for a standard return, your item must meet all of the following conditions:
It must be unused, unopened, and in the same condition you received it. It must be in its original, undamaged packaging with all seals intact. It must be accompanied by a valid proof of purchase such as an order number, order confirmation email, or receipt.
The following items are not eligible for return or refund under the standard policy:
Dietary supplements and health products that have been opened, unsealed, or partially consumed (these may qualify under the Money-Back Guarantee above). Gift cards and store credit. Items marked as final sale, clearance, or non-returnable at the time of purchase. Free promotional items, samples, or gifts included with an order. Items that have been damaged through misuse, negligence, or failure to follow product instructions.
3. Subscription Orders
If you are subscribed to a recurring order through our subscription program, the following terms apply:
Cancellation before shipment: You may cancel or modify your subscription at any time before your next scheduled shipment by logging into your account or contacting us at support@velasola.com. If you cancel before your next order is processed, you will not be charged for the upcoming shipment.
Refunds on subscription shipments: Once a subscription order has been processed and shipped, it is subject to the same standard return policy as a one-time purchase. The Money-Back Guarantee applies only to your first subscription order and is not available for subsequent recurring shipments.
Subscription modifications: You may pause, skip, change frequency, or swap products in your subscription at any time through your account dashboard or by contacting us. Changes must be made before your next billing date to take effect for the upcoming cycle.
Prorated refunds: We do not offer prorated refunds for partial subscription periods. If you cancel mid-cycle, your subscription will remain active until the end of the current billing period, and no further charges will be applied.
4. How to Initiate a Return or Refund
To begin a return or refund request, please contact our support team:
Email: support@velasola.com
Please include the following in your request: your order number, the item(s) you wish to return, and the reason for your return. We will respond with a Return Merchandise Authorization (RMA) number and return shipping instructions.
Important: Please wait for confirmation and return instructions before sending any item back. Items returned without prior authorization or without an RMA number may not be eligible for a refund and may be refused or discarded at our discretion.
5. Return Shipping
Domestic orders (Canada): If your return is accepted, we will send you a prepaid return shipping label along with instructions on how and where to send your package. You are responsible for ensuring the item is properly packaged for return.
International orders: If your return is accepted, we will provide you with a return shipping label or return shipping instructions. International customers may be responsible for return shipping costs, duties, customs fees, and import/export taxes depending on the circumstances. For defective, damaged, or incorrectly shipped items, Velasola will cover all return shipping costs regardless of location. We recommend using a trackable shipping method, as we cannot be responsible for returns lost in transit.
Velasola is not responsible for items damaged during return shipping. We recommend using appropriate packaging and a shipping service that provides tracking and insurance for the value of your return.
6. Refund Processing
Once we receive and inspect your returned item, we will notify you via email of the status of your return. If the return is approved, we will issue a refund to your original method of payment.
Processing time: Refunds are typically processed within 5 to 10 business days of receiving the returned item at our facility. It may take an additional 5 to 10 business days for the refund to appear on your statement, depending on your bank, credit card provider, or payment processor.
Refund amount: Refunds are issued for the product cost only. Original shipping, handling, and delivery charges are non-refundable unless the item was defective, damaged, or sent in error.
Refund method: All refunds will be issued to the original payment method used at the time of purchase. We cannot issue refunds to a different payment method, credit card, or bank account. Refunds are non-transferable and will only be issued to the original purchaser.
7. Partial Refunds
In certain circumstances, a partial refund may be granted at our discretion:
Items returned that show signs of use, wear, or damage not caused by a product defect. Items returned without original packaging, accessories, or documentation. Items returned after the 30-day return window but within 60 days of delivery (subject to a 25% restocking fee). Bundle or promotional orders where only a portion of the bundle is returned — the refund will be calculated based on the individual retail price of the returned item(s), not the discounted bundle price.
8. Exchanges
We replace items only if they are defective, damaged upon arrival, or incorrect. To request an exchange, contact us at support@velasola.com with a description and photograph of the issue within seven (7) days of receiving your order.
If the item you wish to exchange is out of stock, we will offer you a full refund or store credit at your choice. Exchanges are subject to product availability.
9. Damaged or Defective Products
If you receive a product that is damaged, defective, or materially different from what you ordered, please contact us within seven (7) days of delivery at support@velasola.com. Please include:
Your order number. A clear photograph of the damaged or defective product. A clear photograph of the shipping packaging (if damage occurred during transit). A brief description of the issue.
We will, at our discretion, provide a full refund, send a replacement product, or offer store credit. For damaged or defective items, we will cover all return shipping costs. In some cases, we may not require you to return the damaged item.
10. Late or Missing Refunds
If you have not received your refund within the expected timeframe, please take the following steps:
Check your payment account or bank statement again, as refunds may take several days to appear. Contact your credit card provider or payment service, as processing times may vary between financial institutions. If after 15 business days from our confirmation of your refund you still have not received it, contact us at support@velasola.com for further assistance.
11. International Orders
Customers outside of Canada are responsible for any return shipping costs unless the item is defective or incorrect. Duties, customs fees, and import taxes paid on your original order are non-refundable by Velasola, as these are collected by your country’s customs authority, not by us.
If a package is undeliverable and returned to us due to refusal, failure to collect, or an incorrect address provided by you, a restocking fee of up to 25% of the order value may apply. Original shipping costs from undeliverable orders will not be refunded.
12. Refund Abuse and Fraud Prevention
Velasola reserves the right to limit, refuse, or cancel refund requests if we detect patterns of abuse, fraud, or activity inconsistent with normal consumer use. This includes, but is not limited to:
Excessive or serial return requests from the same customer or household. Returns of products that appear to have been substantially consumed, tampered with, or replaced. Claims of non-delivery where carrier tracking confirms successful delivery. Multiple Money-Back Guarantee claims using different accounts, email addresses, or payment methods. Refund requests followed by chargeback filings for the same transaction.
We may, at our sole discretion, restrict future purchases, suspend accounts, or take other appropriate action. We reserve the right to require additional verification, including photographic evidence, before processing any refund.
13. Disputes and Chargebacks
We strongly encourage you to contact our support team at support@velasola.com before filing a chargeback or payment dispute with your bank or credit card provider. We are committed to resolving all concerns promptly and fairly.
Filing a chargeback without first attempting to resolve the issue with us may result in your account being suspended and future orders being declined. We will respond to all chargeback claims with relevant documentation, including proof of delivery, order details, and communications history.
Any disputes that cannot be resolved through our customer support process are subject to the dispute resolution and arbitration provisions set forth in our Terms of Service.
14. European Union — 14-Day Cooling Off Period
If your order is being shipped to the European Union, you have the right to cancel or return your order within 14 days of receiving the goods, for any reason and without justification, in accordance with the EU Consumer Rights Directive (2011/83/EU). To exercise this right, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.
To initiate a cancellation or return under this right, contact us at support@velasola.com within 14 days of receiving your order. We will provide return instructions and, once the return is received and inspected, issue a full refund including the cost of standard delivery (if applicable). You are responsible for the cost of return shipping unless the item is defective or was sent in error. If you chose a delivery method more expensive than standard delivery, we will only refund the standard delivery cost.
This cooling off period is in addition to, and does not replace, any other rights you may have under applicable EU member state consumer protection laws.
15. United Kingdom — 14-Day Cancellation Right
If your order is being shipped to the United Kingdom, you have the right to cancel your order within 14 days of receiving the goods, for any reason and without giving a reason, in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. To exercise this right, you must inform us of your decision to cancel by contacting us at support@velasola.com within 14 days of delivery.
You must return the goods within 14 days of notifying us of cancellation. Items must be in the same condition you received them, unused, and in original packaging. You are responsible for the cost of return shipping unless the item is faulty or not as described. We will process your refund within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier.
16. Australia — Consumer Guarantees
If you are a consumer in Australia, our products come with guarantees that cannot be excluded under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Nothing in this Refund Policy is intended to limit or override your rights under Australian Consumer Law.
17. Consumer Protection Rights — General
Nothing in this Refund Policy is intended to limit or exclude any rights you may have under applicable consumer protection laws in your jurisdiction, including but not limited to the Ontario Consumer Protection Act, 2002, the Canadian Competition Act, the EU Consumer Rights Directive, the UK Consumer Rights Act 2015, Australian Consumer Law, or other applicable provincial, state, federal, or international consumer protection legislation. Where applicable law provides you with return, refund, or warranty rights that exceed those described in this policy, those statutory rights will apply.
18. Changes to This Policy
We reserve the right to update this Refund Policy at any time. Any changes will be posted on this page with the updated effective date above. Changes to this policy will not apply retroactively to orders placed before the change takes effect. Your continued use of our Services after any changes constitutes your acceptance of the updated Refund Policy.
Contact Us
If you have any questions about returns, refunds, or exchanges, please contact us:
Email: support@velasola.com
Velasola
895 Don Mills Rd
Toronto, ON, M3C1W3, Canada