Refund policy
Returns, Exchanges & Refund Policy
Last updated: July 2026
At Velia, we are committed to providing you with an exceptional shopping experience. If for any reason you are not completely satisfied with your purchase, you may request an exchange, return, or refund under the terms outlined below.
Velia is a commercial brand owned and operated by Velia Movement LLC.
1. 30-Day Money-Back Guarantee
We offer an exclusive 30-Day Money-Back Guarantee
- Verification: To claim this guarantee, contact our support team with your order details and photos of the problem. Once verified, your refund will be processed promptly with no hidden hurdles.
2. Standard Return Window (Unopened Items)
For single-item purchases or unopened products, we accept return requests within 15 calendar days following the confirmed delivery date.
To qualify for a standard return, the product must meet the following criteria:
- Be within the established 15-day return window.
- Remain unused, unopened, and in its original sealed condition.
- Free from damage resulting from misuse or negligence.
- Include all original packaging, components, and accessories.
- Have no alterations or modifications made by the customer.
We reserve the right to decline standard returns that do not satisfy these requirements.
3. Defective, Damaged, or Incorrect Items
If you receive a package that was damaged during transit, has missing components, or exhibits a manufacturing defect, you must notify our customer support team within 48 hours of delivery.
In such cases, Punto Fresco will cover all logistics and replacement costs. We will request clear photographic or video evidence of the outer packaging and the defective item to quickly assess and resolve the issue.
4. Non-Returnable Items
Due to health, safety, and hygiene standards applicable across the European Union and the United Kingdom, we cannot accept standard returns on items with broken safety seals, opened topical/ingestible bottles (outside our qualified 90-Day Guarantee protocol), or items that cannot be safely restocked.
5. How to Initiate a Return
To initiate a return or guarantee claim, please contact our support desk with the following details:
- Full legal name
- Order number (e.g., #PF-XXXX)
- Email address associated with the purchase
- Reason for the return or guarantee claim
- Supporting photographs or documentation where applicable
Our team will review your request and provide return authorization instructions. Please do not send packages back to the fulfillment center without prior written authorization.
6. Inspection & Processing Time
Once your returned item arrives at our European fulfillment facility, our team will inspect it to verify its condition. This inspection process typically takes between 2 and 5 business days.
7. Refunds
Upon approval, your refund will be issued automatically to your original payment method (Credit/Debit Card, PayPal, or applicable gateway). Please note that processing times for the credit to appear in your account typically range from 3 to 7 business days, depending on your banking provider.
8. Partial Refunds & Rejections
A partial refund or rejection may apply if an unauthorized return is received damaged due to improper customer packaging, if items are missing without prior notice, or if the claim is submitted past the applicable deadline.
9. Order Cancellations
Orders are dispatched quickly from our fulfillment hubs. If you need to cancel an order, contact us immediately. If the order has not yet entered the dispatch process (within our 1–2 business day handling window), we will cancel it and issue an immediate refund. If the parcel has already been fulfilled and dispatched, you must await delivery and follow our standard return process.
10. Customer Support & Inquiries
For any inquiries, returns, or guarantee claims, please reach out to our dedicated support channels:
Email:
admin@veliamovement.com