Refund policy

RETURN AND REFUND POLICY

Last updated: July 13, 2026

At Velmont, customer satisfaction is important to us. Please review this Return and Refund Policy carefully before making a purchase.

1. RETURN PERIOD

We accept eligible return requests within 30 days of the date your order is marked as delivered.

To qualify for a return, the item must be:

• Unused, unopened, and in its original condition;
• Returned in its original packaging;
• Accompanied by the order number or other proof of purchase.

Returns requested after the 30-day period may not be accepted.

2. HYGIENE AND PERSONAL-CARE PRODUCTS

For health, hygiene, and safety reasons, opened or used personal-care products, including whitening strips and oral-care products, cannot be returned unless they arrived damaged, defective, or incorrect.

Products with broken seals, opened packaging, or signs of use are not eligible for return due to hygiene and contamination risks.

3. DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

Please inspect your order when it arrives.

If your order is damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at support@shopvelmont.com.

Please include:

• Your full name;
• Your order number;
• A description of the issue;
• Clear photos or videos showing the product, packaging, and shipping label.

After reviewing your request, we may offer a replacement, store credit, partial refund, or full refund, depending on the circumstances.

4. HOW TO REQUEST A RETURN

Before sending any item back, contact our customer support team at:

Email: support@shopvelmont.com
Phone: +1 (307) 222-6481

Please do not return products without prior authorization.

If your return is approved, we will provide return instructions and the appropriate return address. Items sent back without authorization may not be accepted.

5. RETURN SHIPPING COSTS

Customers are responsible for return shipping costs when the return is based on:

• A change of mind;
• Ordering the wrong product or quantity;
• An incorrect or incomplete address provided at checkout;
• Refusal or failure to collect the shipment.

Velmont will cover reasonable return or replacement costs when the product is confirmed to be damaged, defective, or incorrect.

Original shipping charges are non-refundable unless the entire order was defective, incorrect, or could not be fulfilled.

We strongly recommend using a trackable shipping service. Velmont is not responsible for returned packages that are lost or damaged in transit.

6. REFUNDS

Once the returned item is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. Please allow up to 10 business days for your bank or card provider to process and display the refund.

Processing times vary depending on the financial institution.

If more than 15 business days have passed since your refund was approved, contact us at support@shopvelmont.com.

7. NON-RETURNABLE ITEMS

The following items are not eligible for return:

• Opened or used personal-care or hygiene products;
• Products with removed or broken seals;
• Gift cards;
• Digital products;
• Clearance or final-sale items, when clearly identified before purchase;
• Items damaged through misuse, improper storage, neglect, or normal wear;
• Items returned without prior authorization.

These restrictions do not limit any rights available under applicable consumer-protection law.

8. ORDER CANCELLATIONS

Orders may be canceled only before they enter processing or fulfillment.

To request a cancellation, contact support@shopvelmont.com as soon as possible.

We cannot guarantee cancellation after an order has been placed. Once an order has been processed or shipped, it must follow the standard return procedure.

9. REFUSED, UNCLAIMED, OR UNDELIVERABLE PACKAGES

If a package is returned because it was refused, unclaimed, or sent to an incorrect or incomplete address supplied by the customer, any refund may be reduced by the original shipping cost, return shipping cost, and other carrier charges.

10. LOST OR STOLEN PACKAGES

Velmont is not responsible for packages marked as delivered by the carrier.

If tracking shows delivery but you cannot locate your package, please:

• Check with household members and neighbors;
• Check around the delivery location;
• Contact the shipping carrier;
• Contact us within 7 days of the delivery scan.

We will assist with the carrier investigation where reasonably possible, but refunds or replacements are not guaranteed for packages confirmed as delivered.

11. EXCHANGES

The fastest way to receive a different product is to request an approved return and place a new order separately.

Direct exchanges may be offered at our discretion, depending on product availability.

12. PROMOTIONAL AND BUNDLE ORDERS

For bundle offers, buy-one-get-one promotions, or multi-item discounts, all products included in the promotion must normally be returned together to qualify for a full refund.

If only part of a promotional order is returned, the refund may be recalculated based on the regular price of the products retained.

13. CONTACT INFORMATION

Velmont Customer Support

Email: support@shopvelmont.com
Phone: +1 (307) 222-6481
Support hours: Monday through Friday, 9:00 AM to 5:00 PM Eastern Time