Refund policy

Returns & Refunds

We want to be upfront about how this works — because that's kind of the whole point of Vellaroot.

Our products are made to order and fulfilled by a certified US-based supplier. Because we're dealing with consumable supplements, we can't accept returns for change of mind. But if something goes wrong with your order, we'll sort it out.

What we'll always fix

If your order arrives damaged, defective, or isn't what you ordered, contact us within 30 days of receiving it. Send us a photo and a brief description of the issue, and we'll review it and get back to you. If it's our fault (or our supplier's), we'll either replace the order or issue a full refund — your choice. Replacements are dispatched within 3 business days of approval.

If your package was lost in transit, reach out within 30 days of your estimated delivery date and we'll investigate and resolve it.

What we can't cover

We want to be honest about this too:

  • Change of mind — Supplements are consumable products. We're not able to accept returns or issue refunds for orders you've decided you no longer want after purchase. If you're unsure whether a product is right for you, reach us before you order and we'll help you decide.
  • Wrong address — If a delivery fails because of an address error, the package will be returned to our supplier's facility. Reshipping costs will be your responsibility. Please double-check your address at checkout.
  • Unclaimed deliveries — If a package is returned to us because it wasn't collected, reshipment costs will apply.
  • Customs fees — International orders may be subject to customs duties and import taxes. These are the responsibility of the customer. If a package is rejected by customs, we're unable to issue a refund.

Refunds

Approved refunds are returned to your original payment method and typically process within a few business days, depending on your bank or card provider.

Questions?

If something feels off about your order, just reach out at hello.vellaroot@gmail.com. We'd rather sort it out than leave you stuck — that's not what we're about.