Refund policy
Refund & Return Policy
30-Day Money-Back Guarantee
At Veylen Labs, we want you to feel confident trying our products. That's why we offer a 30-day money-back guarantee on your first purchase of a product, including your first order placed through a subscription.
If you're not satisfied with your first purchase, contact us at hello@veylenlabs.com within 30 days of delivery to request a refund.
To Qualify for the 30-Day Guarantee
To receive a refund under our 30-day money-back guarantee:
✅ The order must be your first purchase of that product from Veylen Labs
✅ The request must be submitted within 30 days of the order being delivered
✅ You must return at least one empty bottle from your first order
✅ If your first order contained multiple bottles, any additional bottles that have not been used must be returned unopened and in their original condition
✅ Only one 30-day money-back guarantee claim is permitted per product, per customer
Once your return is received and approved, we will refund the eligible purchase amount.
Shipping, handling, shipping protection, expedited shipping, and other optional service fees are non-refundable.
Return shipping for money-back guarantee claims is the responsibility of the customer unless otherwise stated by Veylen Labs.
Subscription Orders
Your First Subscription Order Is Covered
If you choose a subscription when purchasing a Veylen Labs product for the first time, your first subscription order is fully eligible for our 30-day money-back guarantee, subject to the requirements above.
Choosing a subscription does not prevent you from trying the product under our guarantee.
Subscription Refills and Renewals
The 30-day money-back guarantee applies only to your first purchase.
Once your subscription renews and a refill order is generated, that order is not covered by the 30-day money-back guarantee.
This includes your second shipment and every subsequent recurring subscription shipment.
By continuing your subscription beyond your first order, you acknowledge that future refill orders are recurring purchases and are not eligible for the first-purchase money-back guarantee.
Exceptions for Subscription Refill Orders
Second and subsequent subscription orders may only be eligible for a refund or replacement if:
-
The product arrives damaged or defective
-
You receive an incorrect product
-
You cancelled your subscription in accordance with our cancellation requirements before the renewal was processed, but were charged due to an error on our part
Opened or used second and subsequent subscription orders are non-refundable.
Subscription Cancellation
You may cancel your subscription at any time to prevent future renewal orders.
Cancellation of a subscription does not automatically cancel an order that has already been processed or shipped.
To avoid being charged for an upcoming refill, your subscription must be cancelled before the renewal order is processed.
Once a recurring order has been processed for fulfillment, it is subject to the terms of this Refund & Return Policy.
Order Cancellation Policy
Cancellation Window
We understand that plans can change, and we'll do our best to accommodate order cancellation requests.
You may request to cancel an order within 6 hours of placing it by contacting us at hello@veylenlabs.com.
Our fulfillment team works quickly to prepare orders for shipment, so we cannot guarantee that an order can be cancelled once it has entered processing.
Cancellation Fee
A $2.00 restocking and administrative fee may apply to cancelled orders.
Orders That Have Already Shipped
Once an order has shipped, it can no longer be cancelled.
If the shipped order is your eligible first purchase, you may still use the 30-day money-back guarantee in accordance with the requirements outlined above.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains the wrong product, please contact us at hello@veylenlabs.com as soon as possible.
Please include your order number and, when requested, photos showing the issue.
After reviewing the claim, we may provide a replacement or other appropriate resolution at no additional cost to you.
You may not be required to return a damaged or defective product unless specifically requested by our customer support team.
Exchanges
If you would like to exchange a product, please contact us at hello@veylenlabs.com before returning anything.
Once an exchange has been completed, the replacement product does not receive a new 30-day money-back guarantee period.
The original purchase date and eligibility requirements continue to apply.
Shipping and Return Costs
Unless otherwise stated:
✅ Original shipping and handling fees are non-refundable
✅ Expedited shipping fees are non-refundable
✅ Shipping protection or package protection fees are non-refundable
✅ Return shipping for a 30-day money-back guarantee claim is the customer's responsibility
✅ Veylen Labs will cover costs associated with correcting an order when the wrong product was sent or an eligible product arrived damaged or defective
Return Instructions
Before sending any product back to Veylen Labs, you must contact our customer support team.
To initiate a return:
-
Email hello@veylenlabs.com
-
Include your order number and reason for requesting the return
-
Wait for our team to provide your return instructions and return address
-
Send the required product(s) to the address provided
-
Keep your return tracking information until your refund has been completed
For a claim under the 30-day money-back guarantee, your return must include the required empty bottle and, when applicable, any additional unopened bottles from the order.
Products returned without prior authorization or to an incorrect address may not be eligible for a refund.
Refund Processing
Once an eligible return has been received and inspected, refunds are generally processed within 5–10 business days.
After we issue your refund, your bank, credit card company, or payment provider may require an additional 5–10 business days to post the funds to your account.
Processing times vary depending on your financial institution.
You will receive a confirmation once your refund has been issued.
Non-Refundable Purchases and Fees
The following are not eligible for refund unless required by applicable law or caused by an error on our part:
❌ Second and subsequent subscription refill orders
❌ Opened or used products from second or subsequent subscription orders
❌ Shipping and handling fees
❌ Expedited shipping fees
❌ Shipping protection or package loss protection fees
❌ Priority processing fees
❌ Gift cards
❌ Products marked as final sale or non-returnable
❌ Products received through an exchange outside the original guarantee period
Preventing Future Subscription Charges
Customers are responsible for managing or cancelling their subscriptions before the next order is processed.
Cancelling your subscription prevents future subscription renewals but does not retroactively cancel orders that have already been processed or shipped.
If you're unsure whether an upcoming subscription order has already been processed, contact us at hello@veylenlabs.com as soon as possible.
Holiday Delivery Notice
Due to increased carrier and fulfillment volume during the holiday season, we cannot guarantee delivery before Christmas for orders placed after December 1st.
Please order early if delivery before a specific date is important to you.
Policy Amendments
Veylen Labs reserves the right to update or amend this policy from time to time.
Any changes will apply to purchases made after the updated policy is published, except where otherwise required by applicable law.
The most current version of this policy will be available at:
veylenlabs.com/policies/refund-policy
Your Agreement
By placing an order with Veylen Labs, you acknowledge that you have reviewed and agreed to the terms of this Refund & Return Policy.
For subscription purchases, you also acknowledge that:
-
Your first order is eligible for the 30-day money-back guarantee, subject to its requirements
-
Your second and subsequent subscription refill orders are not covered by the 30-day money-back guarantee
-
Your subscription will continue to renew until cancelled in accordance with the applicable subscription terms
This policy should be read together with our Terms and Conditions, Subscription Terms, and Privacy Policy.
Contact Us
For refund, return, cancellation, or exchange inquiries, contact:
Veylen Labs
Email: hello@veylenlabs.com
We generally respond to customer inquiries within 1–2 business days.