Refund policy

Refund and Returns Policy

Last updated: September 6, 2026

At Velora Move, we want you to feel confident about your purchase. This policy explains how returns, refunds, replacements and order cancellations are handled.

30-Day Return Policy

You may request a return within 30 calendar days after your order is delivered.

To qualify for a change-of-mind return:

  • The product must be unused and undamaged.

  • The foot mat, controller, remote and cables must show no signs of use.

  • Adhesive pads and other sealed skin-contact accessories must remain unopened.

  • All accessories, manuals and original packaging must be included.

  • You must provide your order number or proof of purchase.

The outer packaging may be opened to inspect the product, but the product must not have been used.

Hygiene and Skin-Contact Products

For health and hygiene reasons, we cannot accept change-of-mind returns for EMS foot mats or adhesive pads that have been used on the feet or body.

This hygiene restriction does not apply when an item is defective, damaged on arrival or incorrectly supplied.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives. Contact us promptly if:

  • The product arrived damaged;

  • The product does not operate correctly;

  • An accessory is missing; or

  • You received the wrong product.

Please provide your order number and clear photographs or a short video showing the problem.

For an approved damaged, defective or incorrect order, Velora Move will cover reasonable return shipping and offer an appropriate refund or replacement.

Items That Cannot Be Returned

We cannot accept change-of-mind returns for:

  • Used EMS foot mats;

  • Opened or used adhesive pads;

  • Products showing signs of wear, dirt, damage or misuse;

  • Incomplete kits or products missing accessories;

  • Products damaged by improper use or unauthorised modification; or

  • Products purchased from another seller.

These exclusions do not limit any rights available under applicable law.

Return Shipping Costs

Customers are responsible for return shipping costs when returning an item because they changed their mind or ordered the wrong product.

Velora Move will cover reasonable return shipping costs when we confirm that an item is defective, damaged on arrival or incorrectly supplied.

We do not charge a restocking fee for approved returns.

Original shipping charges are not normally refundable for change-of-mind returns. They will be refunded when required by applicable law or when the return results from our error.

How to Request a Return

Before returning your order, email with:

  1. Your full name;

  2. Your order number;

  3. Your reason for requesting the return;

  4. Photographs or a video when the product is damaged or defective; and

  5. Whether you prefer a refund or replacement.

If your request is approved, we will provide return instructions.

Approved returns must be sent to:

Velora Move Returns
[INSERT U.S. RETURN ADDRESS]

Please do not return the product to the manufacturer or any address shown on the original shipping label.

We recommend using a tracked shipping service. Velora Move cannot be responsible for change-of-mind returns lost during return delivery.

Refund Processing

After receiving your return, we will inspect it and notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method within five business days. Your bank or payment provider may require additional time before the funds appear in your account.

Velora Move is not responsible for processing delays caused by a bank, card issuer or payment provider.

Replacements

Approved replacements are subject to product availability. If a replacement is unavailable, you may receive a refund instead.

Order Cancellations

Orders may be cancelled for a full refund before they have been processed or shipped.

Once an order has shipped, it must be returned according to this policy.

Shipping Delays and Unavailable Products

If we cannot ship your order within the promised timeframe, we will notify you and offer the choice to:

  • Accept the revised delivery date; or

  • Cancel the affected order for a full refund.

If a product becomes unavailable after payment, we will cancel the affected item and issue a full refund.

Lost or Undelivered Orders

If tracking shows that an order may be lost, please contact us so we can investigate with the shipping carrier.

When an order is confirmed as lost before delivery, we will offer a replacement or refund.

Velora Move is not responsible for orders delivered to an incorrect address entered by the customer. Please contact us immediately if you notice an address error.

International Returns

International customers may be responsible for return shipping, customs charges and import fees on change-of-mind returns.

Where a product is confirmed to be damaged, defective or incorrectly supplied, we will provide an appropriate solution based on the circumstances and applicable law.

Contact Us

For questions about returns or refunds, contact:

Velora Move Customer Support

Velora Move — Feel Better. Move Better.