Refund policy

Our 60-day smooth-skin promise

Use your Velva pen once a week for four weeks. If your skin doesn't feel smoother, email us within 60 days of delivery and we'll refund the full price you paid. You don't need to send the pen back: for hygiene reasons we can't resell used pens. One promise refund per customer.

We refund to your original payment method within 5 business days of approving your claim. Your bank may take a few more days to show it.

Damaged or faulty

If your pen arrives damaged, or develops a fault within 12 months, email us a photo or short video with your order number and we'll replace or refund it.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Changed your mind?

If you change your mind before your order ships, email us and we'll cancel it and refund you in full. After it ships, the 60-day promise above applies.

How to claim

Email velvaofficialaus@gmail.com with your order number. A real person on the Gold Coast will reply.