Last Updated: 12 August 2026
At VelloraComfort, we want our customers to shop with confidence. This policy explains how cancellations, returns, refunds, damaged or defective products, delivery issues, and our voluntary 30-Day Refund Guarantee are handled.
Our voluntary policies are provided in addition to any mandatory consumer rights you may have under applicable law. Nothing in this policy is intended to exclude, restrict, waive, or replace rights that cannot legally be excluded or restricted.
VelloraComfort offers a voluntary 30-Day Refund Guarantee for eligible product-related issues.
Requests under this guarantee must be submitted within 30 days of the date your order is marked as delivered by the shipping carrier.
Depending on the circumstances, we may offer a replacement, refund, or another appropriate resolution.
Our 30-Day Refund Guarantee is separate from, and does not limit, any statutory consumer rights you may have.
A claim may be eligible under our voluntary 30-Day Refund Guarantee for reasons including:
The product arrived damaged.
You received the incorrect product.
The product has a manufacturing defect.
The product does not perform as described when used correctly and in accordance with the supplied instructions.
Another product-related issue that we determine is covered by our guarantee.
To assess your claim, we may require:
Your full name.
Your order number and proof of purchase.
A description of the issue.
Photographs or video reasonably demonstrating the issue.
Photographs of the product, packaging, hygiene seal, shipping label, or other relevant materials.
Other information reasonably necessary to investigate the claim.
Please keep the product, its packaging, and any hygiene seal until your claim has been fully resolved. Do not dispose of the product unless VelloraComfort tells you that you may do so.
Our voluntary guarantee does not cover damage caused by misuse, improper care, accidental damage, unauthorized modification, intentional damage, or normal wear and tear.
These exclusions do not limit any mandatory statutory rights that may apply.
We process orders quickly so that they can be dispatched as soon as possible.
You may contact us to request cancellation of an order. However, submitting a cancellation request does not guarantee that the order can be stopped or cancelled.
Orders may enter processing, fulfillment, or dispatch before our customer support team is able to review your request.
Your order is only considered successfully cancelled when VelloraComfort confirms the cancellation to you.
If your order has already entered a stage of processing or fulfillment where it cannot reasonably be stopped, or has already been dispatched, we may be unable to cancel the shipment.
This may apply even where your cancellation request was sent before the shipment was physically dispatched if, by the time the request can reasonably be processed, fulfillment has progressed to a stage where the shipment cannot reasonably be intercepted or stopped.
If we cannot stop the shipment, this does not remove any statutory right of withdrawal you may have. You may instead be required to receive and return the order in accordance with the applicable return procedure.
Where permitted by applicable law, reimbursement may be withheld until we receive the returned goods or you provide acceptable evidence that the goods have been sent back.
Submitting a cancellation request does not, by itself, entitle you to retain both the goods and the purchase price.
Please do not refuse delivery, dispose of the product, or assume that an order has been cancelled unless you have received confirmation from VelloraComfort.
Nothing in this section limits any mandatory cancellation, withdrawal, refund, or other consumer rights available under applicable law.
If applicable consumer law gives you a statutory right to withdraw from an online purchase, that right remains unaffected by our voluntary refund policy.
For consumers in the European Union, this will generally include the right to notify us of withdrawal within 14 days after receiving the goods, subject to applicable legal exceptions.
To exercise your right of withdrawal, you must clearly inform us of your decision within the applicable withdrawal period.
After notifying us, eligible goods must be returned within the period required by applicable law.
Unless VelloraComfort agrees otherwise or applicable law requires us to bear the cost, you are responsible for the direct cost of returning goods following a change-of-mind withdrawal.
Before returning any product, please contact VelloraComfort for return instructions.
Do not send products to our business or another address without first receiving the applicable return instructions from us.
Once an order has been dispatched, we may no longer be able to stop or recall it.
If you request cancellation or exercise an applicable right of withdrawal after dispatch, you may be required to receive the shipment and return the eligible goods to us.
Where permitted by applicable law, we may withhold reimbursement until:
we receive the returned goods; or
you provide acceptable evidence that the goods have been sent back,
whichever occurs first.
A cancellation or withdrawal request does not mean you may keep both the product and the purchase price unless we specifically tell you that a return is not required or applicable law provides otherwise.
If a return is required, contact VelloraComfort and follow the return instructions provided by our support team.
Mouthguards are products intended to be placed inside the mouth. For health and hygiene reasons, we take special precautions regarding returned mouthguards.
Where a mouthguard is supplied in sealed packaging or with a hygiene seal, do not open, break, remove, damage, or otherwise compromise the hygiene seal if you may wish to return the product.
Where permitted by applicable consumer law, sealed goods that are unsuitable for return for health protection or hygiene reasons may be exempt from the statutory right of withdrawal once the seal has been broken after delivery.
Where this legal exception applies, we may refuse a change-of-mind return if the hygiene seal has been opened, removed, broken, damaged, or otherwise compromised.
Opening external shipping packaging alone does not necessarily constitute breaking the product's hygiene seal.
Nothing in this section limits your statutory rights where a product is defective, damaged, incorrect, unsafe, or otherwise does not conform to your contract.
For health and hygiene reasons, a mouthguard that has been placed inside a person's mouth cannot be restocked or resold.
Where permitted by applicable law, we therefore do not accept change-of-mind returns of mouthguards after the applicable hygiene seal has been broken or removed.
If the product is defective or otherwise non-conforming, please contact us even if it has been opened or used.
Your statutory rights relating to defective or non-conforming goods are not removed merely because the product was used as reasonably necessary to discover the issue.
Unless we expressly tell you otherwise, you must retain the product while your refund, return, replacement, withdrawal, or other product-related request is being reviewed.
VelloraComfort may require a product to be returned as part of processing a refund, withdrawal, replacement, or other claim where permitted by applicable law.
If a return is required, you must contact our support team and follow the return instructions we provide.
Please do not independently send a product to VelloraComfort's business address or any other address unless our support team has instructed you to do so.
Where legally permitted, we may withhold a refund until the product has been returned or acceptable evidence of return has been provided.
Failure to return goods where a return is validly required may result in reimbursement being withheld where permitted by applicable law.
VelloraComfort may choose to waive the return requirement in individual cases. For example, we may determine that returning a low-value, damaged, defective, or unusable product is unnecessary.
Our decision not to require a return in one case does not mean that returns will be waived for other customers, orders, or future claims.
Change-of-mind purchases, buyer's remorse, and personal preference are not covered by our voluntary 30-Day Refund Guarantee.
However, this does not affect any statutory right of withdrawal you may have under applicable consumer law.
Where you have a statutory right of withdrawal, eligible products may be returned in accordance with that right and this policy.
For hygiene-sealed products, the withdrawal right may be subject to the hygiene exception described in Sections 6 and 7 where legally applicable.
If you ordered the wrong size, color, model, quantity, or product variant and VelloraComfort supplied exactly what was ordered, this is not considered a defect or fulfillment error under our voluntary 30-Day Refund Guarantee.
Any statutory right of withdrawal you may have remains unaffected.
If VelloraComfort sends a different item or variant from the one you ordered, please contact us so that we can resolve the issue.
If your order arrives damaged, defective, incorrect, or otherwise does not conform to your order, please contact us as soon as reasonably possible.
We may ask for photographs, video, product information, packaging information, or other reasonable evidence so that we can investigate the issue.
Please retain the product and relevant packaging while we assess your claim unless we tell you otherwise.
Depending on the circumstances and applicable law, an appropriate remedy may include repair, replacement, price reduction, refund, or another legally required remedy.
Where applicable law requires VelloraComfort to cover reasonable return costs for defective, damaged, incorrect, or non-conforming goods, we will do so.
Delivery dates and transit times displayed during checkout or provided by shipping carriers are estimates unless expressly stated otherwise.
Shipments may occasionally be delayed because of carrier disruptions, customs processing, weather, peak shipping periods, incorrect address information, logistical disruptions, or other circumstances.
A minor carrier delay does not automatically qualify an order for a refund under our voluntary 30-Day Refund Guarantee.
Nothing in this section limits any rights you may have under applicable law where an order is not delivered within the legally required or agreed period.
If tracking indicates that your package may have been lost in transit, please contact us.
We may investigate the shipment with the applicable shipping carrier before determining the appropriate resolution.
We may request reasonable information or cooperation from you to assist with the carrier investigation.
Depending on the circumstances and applicable law, the appropriate resolution may include a replacement shipment or refund.
Nothing in this section limits your mandatory consumer rights concerning goods that have not been delivered.
Customers are responsible for providing accurate and complete shipping information when placing an order.
If you notice an error in your shipping information, contact us immediately.
We will make reasonable efforts to correct the address if the order has not yet entered fulfillment, but we cannot guarantee that an address can be changed after processing or dispatch has begun.
Where an order cannot be delivered because of incorrect or incomplete information supplied by the customer, the matter will be handled in accordance with applicable law and the circumstances of the shipment.
Refusing delivery or failing to collect a package does not necessarily constitute valid notice that you wish to exercise a statutory right of withdrawal.
If you wish to withdraw from your purchase, you should clearly notify VelloraComfort of your decision.
If a package is returned to us following a valid withdrawal, any refund will be processed in accordance with applicable consumer law.
Please contact us before intentionally refusing a shipment so that we can provide appropriate instructions.
For eligible change-of-mind returns or statutory withdrawals, the customer is responsible for the direct cost of returning the goods where permitted by applicable law and where this obligation has been properly disclosed.
If the product is defective, damaged, incorrect, or otherwise non-conforming, return shipping costs will be handled in accordance with applicable consumer law.
Before sending a return, you must contact VelloraComfort for the appropriate return instructions.
Unless otherwise instructed, we recommend using a tracked shipping service.
Please retain your return receipt and tracking information until your return and refund have been completed.
Customers should take reasonable care of products while they are in their possession.
Where applicable law permits, you may be responsible for any reduction in the value of returned goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.
Special rules may apply to sealed hygiene products as described in Sections 6 and 7.
When a refund is legally due following a statutory withdrawal, we will refund the amounts required by applicable law.
Where required by applicable law, this includes the original standard delivery charge.
If you selected a more expensive shipping method than our standard delivery option, such as express shipping, we may not be required to refund the additional shipping cost beyond the cost of our standard delivery option.
Return shipping costs are handled as described in Section 16.
Approved refunds will normally be issued to the original payment method used for the purchase unless otherwise agreed or required by law.
Once a refund has been issued, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Most refunds appear within approximately 5–10 business days after being issued, although payment-provider processing times are outside VelloraComfort's control.
We will send confirmation when the refund has been processed.
To request a cancellation, return, refund, replacement, or return instructions, contact:
Please include, where applicable:
Your full name.
Your order number.
The reason for your request.
A description of any product issue.
Relevant photographs or video where reasonably required.
Please keep the product, packaging, and hygiene seal until your request has been resolved.
If your product needs to be returned, our support team will provide the appropriate return instructions.
Do not send a return before receiving return instructions from VelloraComfort.
Our support team aims to review requests promptly.
If you experience an issue with your order, we encourage you to contact VelloraComfort first so that we have an opportunity to investigate and resolve the matter.
If a chargeback or payment dispute is initiated, we reserve the right to provide the applicable bank, card issuer, payment provider, or dispute-resolution provider with relevant information and evidence concerning the transaction.
This may include, where lawful and relevant, order information, payment records, shipment and tracking information, delivery confirmation, customer communications, cancellation requests, refund requests, return information, and other evidence reasonably necessary to respond to the dispute.
Nothing in this section prevents you from exercising any lawful right to contact your bank, payment provider, consumer authority, or other appropriate body.
VelloraComfort reserves the right to investigate refund, replacement, delivery, and return claims where we reasonably suspect fraud, abuse, manipulation, or misuse of our policies.
We may request reasonable supporting information before processing a claim.
Fraudulent claims, falsified or manipulated evidence, intentional damage, false non-delivery claims, duplicate claims, or attempts to obtain both a refund and retain goods contrary to this policy may result in a claim being refused where permitted by applicable law.
Where reasonably necessary and lawful, relevant evidence may be retained and provided to payment providers, carriers, financial institutions, insurers, law enforcement, courts, regulators, or other appropriate parties.
Nothing in this section limits legitimate statutory consumer rights.
Our 30-Day Refund Guarantee is a voluntary commercial policy and is provided in addition to your statutory rights.
Nothing in this policy is intended to waive, exclude, restrict, or replace any right or remedy that cannot legally be excluded or restricted.
If any provision of this policy conflicts with mandatory consumer law applicable to your purchase, the mandatory legal requirement will apply to the extent of that conflict.
VelloraComfort may update this Returns, Refunds & Cancellation Policy from time to time.
The current version of the policy will be made available through our website.
Unless applicable law requires otherwise, the version of this policy in effect when you placed your order will apply to that purchase.
VelloraComfort
Support: Support@VelloraComfort.com
Last Updated: 12 August 2026