Returns & Refunds Policy

We want you to feel confident choosing Veluma.

That is why every eligible Veluma LED Mask order includes a 14-day trial period. During this time, you may unpack and use the mask at home to decide whether its comfort, quality and routine are right for you.

If you decide not to keep it, you may return it free of charge, subject to the conditions below.

1. The 14-Day Veluma Trial

The 14-day trial begins on the day your order is delivered.

During the trial period, you may:

• Open the product.

• Try on the mask.

• Use the mask according to the provided instructions.

• Evaluate its comfort and fit.

• Assess the quality of the product.

• Decide whether the treatment routine suits your lifestyle.

To use the 14-Day Veluma Trial, you must submit your return request within 14 days of receiving the order.

You do not need to provide a reason for changing your mind. However, optional feedback helps us improve our products and customer experience.

Using the mask normally and according to the instructions during the trial period will not, by itself, make it ineligible for return or reduce your refund.

The 14-day period is intended to help you evaluate the product experience and determine whether the routine is suitable for you. Visible skincare results may require several weeks of consistent use and will vary between individuals.

2. Return Eligibility

A Veluma LED Mask may be returned under the 14-Day Veluma Trial provided that:

• The return request is submitted within 14 days of delivery.

• The product has only been used according to the provided instructions.

• The product has not been damaged, modified or misused.

• The product is returned clean and in hygienic condition.

• All supplied components and accessories are returned.

• The product is packaged securely to prevent damage during transportation.

Normal and reasonable signs of use resulting from testing the mask during the 14-day period are accepted.

The product does not need to be unused.

3. Components That Must Be Returned

Please return everything originally supplied with your order, including, where applicable:

• The Veluma LED Mask.

• The controller.

• Power cables and charging accessories.

• Head straps and fastening components.

• Protective accessories.

• User instructions and documentation.

• Storage accessories.

• Any other components included with the product.

Please also return the original product packaging wherever reasonably possible. The original packaging helps protect the product during transportation.

A missing or damaged component may result in a reasonable reduction of the refund if it causes an actual loss in the product’s value and such a reduction is permitted by applicable law.

4. How to Return Your Order

Step 1 — Contact Veluma Customer Care

Contact us using the same email address that was used to place the order.

Please include:

• Your order number.

• The product you would like to return.

• Confirmation that you are requesting a return.

You may also share the reason for your return, but this is optional and will not affect your eligibility.

Step 2 — Receive Return Instructions

Our customer care team will review your request and send you the relevant return instructions.

Please do not return the product to an address found on the parcel or website without first receiving confirmation from us. Returns may be processed through a designated return facility.

Step 3 — Receive Your Prepaid Return Label

Once your return request has been confirmed, we will send you a prepaid return shipping label by email.

Eligible returns are free of charge.

Step 4 — Prepare the Product

Before packaging the product:

• Disconnect all cables and accessories.

• Clean the mask carefully according to the product care instructions.

• Make sure the mask is dry.

• Include all original components and accessories.

• Place the product securely inside its packaging.

Please do not use harsh chemicals, abrasive materials or unsuitable cleaning products.

Step 5 — Send the Return

Attach the prepaid return label to the outside of the parcel and follow the shipping instructions provided by our customer care team.

The return should be sent within 14 days after you notify us of your decision to return the order, unless we provide a different deadline or applicable law requires otherwise.

Keep the return receipt or tracking confirmation until your refund has been completed.

5. Free Return Shipping

Veluma covers the cost of eligible returns arranged through our official return process.

A prepaid return label will be provided by email.

Veluma may not be able to reimburse return shipping costs if:

• The product is sent back without contacting us first.

• A different courier or shipping method is used without our approval.

• The product is returned to an unauthorised address.

• Additional shipping services are purchased independently.

This does not affect any rights you may have under applicable consumer law.

6. Product Inspection

Once the returned order arrives, our team will inspect it.

We will check that:

• The correct product has been returned.

• The product and its components are present.

• The mask has not been damaged or modified.

• The product has been used according to the instructions.

• The product has been returned in a clean and hygienic condition.

Normal use during the 14-Day Veluma Trial will not reduce your refund.

However, Veluma may reasonably reduce the refund where permitted by law if the returned product:

• Has been damaged.

• Has been used improperly.

• Has been modified or repaired without authorisation.

• Shows excessive wear beyond normal trial use.

• Is returned in an unhygienic condition.

• Is missing important components or accessories.

• Has lost value due to handling beyond what is reasonably required to evaluate it.

Any reduction will be based on the actual loss in value. We will explain the reason if a refund adjustment is made.

7. Refunds

Once the return has been received and approved, the refund will be issued to the original payment method used for the order.

Refunds are processed without undue delay and within the timeframe required by applicable law.

Veluma may withhold the refund until:

• We receive the returned product; or

• You provide valid evidence that the product has been sent back,

where permitted by applicable law.

After the refund has been processed, the time required for the funds to appear in your account depends on your bank, card issuer or payment provider.

Refunds cannot normally be issued to a different payment method.

8. Original Delivery Costs

Where required by applicable consumer law, we will also refund the cost of the least expensive standard delivery method available when the order was placed.

If you selected a more expensive or expedited delivery method, the additional delivery cost may not be refundable.

Return shipping for eligible orders is covered by Veluma through the prepaid return label provided by us.

9. Cosmetics, Eye Patches and Single-Use Products

The 14-Day Veluma Trial applies to the Veluma LED Mask. It does not automatically allow cosmetic or single-use products to be opened and used before being returned.

For hygiene and safety reasons, the following products must remain unopened, unused and in their original sealed packaging to qualify for a change-of-mind return:

• Skincare products.

• Serums and creams.

• Cleansers.

• Hydrogel eye patches.

• Single-use products.

• Other sealed personal care products.

This restriction does not apply when a product is faulty, damaged, expired, incorrectly supplied or otherwise does not conform to the order.

10. Bundles and Sets

If your order was purchased as a bundle or set, only the Veluma LED Mask is eligible for return. Any cosmetic or single-use products included in the bundle are non-returnable once opened or used and will not be accepted for return.

The LED mask may still be returned under the 14-Day Veluma Trial if an included cosmetic or single-use product has been opened. However, where permitted by law, the refund may be reduced by the stated or reasonable value of any:

• Opened cosmetic products.

• Used single-use products.

• Missing bundle items.

• Missing accessories.

Any deduction will be clearly explained before the refund is completed.

11. Complimentary Gifts

If your order included a complimentary product, promotional gift or gift with purchase, it should be returned together with the main product.

If the complimentary item has been opened, used, damaged or is not returned, its stated value may be deducted from the refund where permitted by law.

This does not apply to promotional samples that were clearly provided without any stated value or return requirement.

12. Exchanges

We currently do not offer direct exchanges.

To choose a different product, please return the original order and place a new order through our online store.

This allows the replacement order to be processed and dispatched without waiting for the original return to reach us.

13. Cancelling an Order Before Dispatch

To request an order cancellation, please contact us as soon as possible.

If the order has not yet been processed or dispatched, we will attempt to cancel it and issue a refund to the original payment method.

We cannot guarantee that an order can be cancelled once fulfilment has begun.

If the order has already been dispatched, you may request a return after receiving it.

14. Damaged, Faulty or Incorrect Orders

The 14-Day Veluma Trial is separate from your rights relating to faulty, damaged or incorrectly supplied products.

Please contact us as soon as possible if:

• Your order arrives damaged.

• The product does not work correctly.

• A component is missing.

• You receive the wrong product.

• The product differs materially from its description.

Please include:

• Your order number.

• A description of the issue.

• Clear photographs or videos where reasonably possible.

Photographs or videos help us assess the issue more quickly, but requesting them does not limit your statutory rights.

Depending on the circumstances and applicable law, we may provide an appropriate remedy such as:

• Replacement components.

• Repair.

• Replacement.

• Refund.

• Another suitable resolution agreed with you.

We will not charge return shipping for faulty, damaged or incorrectly supplied products.

15. Damage During Return Shipping

Please package the product carefully using the instructions provided by our customer care team.

Veluma is not responsible for avoidable damage caused by inadequate packaging or by using an unauthorised return method.

When the prepaid label and return instructions provided by Veluma are used correctly, the shipment can be tracked through the designated courier.

16. Unauthorised Returns

Products sent back without an approved return request or to an unauthorised address may experience processing delays.

We may be unable to identify or process a return if:

• No order information is included.

• The parcel is sent to the wrong address.

• A return label provided by Veluma is not used.

• The returned product cannot be linked to an order.

Always contact our customer care team before sending a product back.

17. Return Abuse and Misuse

The 14-Day Veluma Trial is designed to give genuine customers the confidence to evaluate the product at home.

Veluma reserves the right to reject fraudulent return requests or misuse of the policy, including:

• Returning a different product.

• Returning counterfeit or substituted components.

• Intentional product damage.

• Repeated or systematic misuse of the trial policy.

• Providing false order or return information.

This provision does not affect legitimate returns or statutory consumer rights.

18. Your Legal Rights

The 14-Day Veluma Trial is an additional commercial benefit provided by Veluma.

It does not limit, replace or remove any statutory rights available to you under the consumer protection laws applicable to your purchase.

Where this policy provides greater protection than the minimum required by law, the terms of the Veluma policy will apply.

Where applicable law provides greater protection, your statutory rights will apply.

19. Contact Us

For questions about returns, refunds or the 14-Day Veluma Trial, please contact us:

English customer service: info@velumaglow.com
Lithuanian customer service: info@veluma.lt
Phone: +370 636 17712