Refund policy

Refund & Return Policy

At Velthorna, every order is inspected before it leaves our warehouse. Please read this policy carefully before ordering. By completing a purchase at velthorna.com, you confirm that you have read, understood, and accepted it.

1. Damaged, defective, or incorrect items

If your order arrives damaged or defective, or if you received the wrong item, we will make it right. Email us at support@velthorna.com within 7 days of the delivery date and include: your order number, and clear photos (or a short video) of the item and the shipping packaging showing the problem. Once verified, we will send a free replacement or refund your original payment method, whichever you prefer. In most cases you will not need to return the item. Claims submitted more than 7 days after delivery, or without photo evidence, cannot be verified and may be declined.

2. The Velthorna 90-Day Guarantee

We want you to use the oil every day, morning and night, for the full cycle. That is why our guarantee lasts 90 days, and why a used, or even empty, bottle does not affect your refund.

  • Authorization is required before any return. Email support@velthorna.com within 90 days of delivery to request a Return Authorization. Returns sent without prior written authorization cannot be matched to your order and are not eligible for a refund.
  • You do not need the product to be unused. Use it for the full 90 days if you wish. We only ask that you return all bottles from your order, used or empty.
  • We pay for return shipping. When we authorize your return, we email you a prepaid label with tracking. You pay nothing to return it. Please use the label we send: it already has the correct warehouse address and tracking. Our distribution centers vary, so please do not send returns to any other address.
  • Once we receive the return, we refund the full product price to your original payment method within 5 to 10 business days. Original shipping charges and the Shipping Protection fee are non-refundable.

3. Non-refundable

The following cannot be returned or refunded: items damaged after delivery through misuse, incomplete returns (missing bottles), items returned without authorization, items shipped to an incorrect address, and Shipping Protection.

4. Cancellations and address changes

We process orders quickly. Cancellations and address changes are only possible before your order enters preparation. Email support@velthorna.com as soon as possible; once an order has moved into preparation or has shipped, it can no longer be canceled or redirected, and the return terms of this policy apply. Orders placed with an incorrect shipping address provided by the customer are not eligible for a refund (see our Shipping Policy).

5. Late, lost, or stolen deliveries

Shipping issues, including packages marked as delivered, lost in transit, or stolen, are governed by our Shipping Policy. Orders with Shipping Protection are covered against loss, theft, and in-transit damage.

6. Contact us first. Dispute resolution

We resolve almost every issue within a few business days. By purchasing from Velthorna, you agree to email us at support@velthorna.com and give us 7 business days to resolve any issue with your order before opening a payment dispute or chargeback with your bank or card issuer. Chargebacks filed without contacting us first, on orders with confirmed delivery, or in circumvention of this policy, will be disputed with full transaction evidence, including delivery confirmation, checkout policy disclosure, and all correspondence.

7. Contact

Velthorna Support: support@velthorna.com. We reply within 24 to 48 hours on business days.

Last updated: September 3, 2026.