Refund policy

Refund Policy – 30-Day Peace of Mind Guarantee

We want you to feel completely confident in your purchase. You have 30 days from the date you receive your order to request a return or refund.

How to start a return

Email us at velmora.ad@outlook.com with your order number and the reason for your return. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Return conditions

For hygiene and safety reasons, water filters must be returned unused, in the same condition you received them and in their original packaging, together with your receipt or proof of purchase.

Damaged, defective or wrong items

Please inspect your order as soon as it arrives. If your item is defective, damaged, doesn't work as described, or you received the wrong item, contact us right away with a photo or video of the issue. In these cases we will send you a replacement or a full refund at no cost to you, and you won't need to return the item.

Return shipping costs

Except for defective, damaged or incorrect items, return shipping costs are paid by the customer.

Non-returnable items

Gift cards and items marked as final sale cannot be returned.

Exchanges

The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new item.

EU 14-day cooling-off period

Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days for any reason and without justification, under the same conditions described above.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved. Approved refunds are issued automatically to your original payment method within 10 business days. Please note that your bank or card issuer may take additional time to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at velmora.ad@outlook.com.