Returns & Refunds
Your Peace of Mind Matters
At Velasens, we want you to feel confident in every purchase. We understand that intimate wellness is personal, which is why we aim to make our returns and refunds process as clear and straightforward as possible.
Please review the information below before requesting a return.
30-Day Return Policy
We offer an extended 30-day return period, beginning on the day you receive your order.
If you change your mind about a purchase, you may request a return within 30 days of delivery, provided that the product meets our return requirements.
For health and hygiene reasons, intimate wellness products are subject to specific return conditions.
To qualify for a return, your item must be:
- Unused and in its original condition.
- In its original packaging.
- Accompanied by an intact, unbroken hygiene seal, where applicable.
- Returned in accordance with the instructions provided by our customer care team.
Important: Intimate wellness products with broken hygiene seals cannot be returned for a change of mind due to health and hygiene considerations, where permitted by applicable law.
Returns requested after the 30-day period are not accepted under our voluntary return policy.
How to Request a Return
If you wish to return an item, please contact our customer care team within 30 days of receiving your order.
Include your full name, email address and order number.
Our team will provide a return form and, once your request has been reviewed, instructions on how and where to send your item.
Please do not send products back without first contacting our customer care team.
Return Shipping
Customers are responsible for return shipping costs when returning an item due to a change of mind.
Items must be securely packaged, as you are responsible for the product until it reaches us.
We recommend using a tracked shipping service and retaining proof of postage.
Original shipping costs are generally non-refundable, except where required by applicable consumer law.
Refunds
Once your return has been received and inspected, we will notify you by email whether your refund has been approved.
Approved refunds will be issued to the original payment method.
Refunds are processed within 14 days in accordance with the applicable return and refund terms. Where permitted by law, we may wait until we have received the returned goods or you have provided evidence that they have been sent back.
If you paid using Klarna, your payment information or invoice will be adjusted following an approved refund, where applicable.
Please note that your bank or payment provider may require additional processing time before the funds appear in your account.
Damaged or Defective Products
We take product quality seriously.
If your item arrives damaged, defective or develops a fault, please contact our customer care team with your order number, a description of the issue and photographs where possible.
Our team will review your case and may request that the product be returned for further inspection.
Depending on the circumstances and your statutory rights, an appropriate resolution may include a repair, replacement, refund or other compensation.
For approved claims relating to defective products, Velasens covers the necessary return shipping costs.
Normal wear and tear, lost products and damage caused by improper use or handling are not covered as manufacturing defects.
Your Consumer Rights
Our 30-day return policy is offered in addition to your statutory consumer rights.
For customers in Sweden, the statutory right of withdrawal is generally 14 days for eligible distance purchases, subject to applicable exceptions, including certain sealed products that are unsuitable for return for health or hygiene reasons once unsealed.
Swedish consumers also have a statutory right to make claims concerning defective goods for up to three years, subject to applicable legal conditions.
Defects should be reported within a reasonable time after discovery. Under Swedish law, reporting a defect within two months is always considered timely.
Customers in other countries retain the mandatory consumer protections applicable to their purchases.
Nothing in this policy limits rights that cannot legally be excluded.
Uncollected Parcels
If your order is delivered to a collection point, please collect it within the period specified by the carrier, typically 7 days.
Uncollected parcels that are returned to us may be subject to a handling fee of 199 SEK, where permitted by applicable law and our terms.
This fee is intended to cover costs associated with shipping, return shipping, administration and handling.
If you wish to cancel an order after dispatch, please contact us and follow the applicable cancellation and return procedure. Simply leaving a parcel uncollected does not automatically constitute a valid cancellation.
Where applicable, refunds for uncollected parcels may be adjusted to reflect the handling fee.
Exchanges
We offer exchanges for products that are defective or damaged, where appropriate.
If you need a replacement for the same product, please contact our customer care team so we can review your request.
Partial Refunds
Items returned damaged, incomplete or in a condition that does not meet our return requirements may be subject to a reduced refund or rejection of the voluntary return request, where permitted by applicable law.
Any decision will be communicated by email following inspection.
Lifetime Warranty
Selected products may include a lifetime warranty where expressly stated on the product page.
Where applicable, the warranty provides for a maximum of three replacement products. Velasens reserves the right to offer a replacement or refund in accordance with the specific warranty terms and applicable consumer law.
This voluntary warranty does not affect your statutory consumer rights.
Late or Missing Refunds
If your refund has been approved but has not yet appeared, please first check your bank account and contact your bank or payment provider.
If you still need assistance, our customer care team will be happy to investigate.
Contact Us
For returns, refunds, damaged products or questions about this policy, please contact:
hello@velasens.com
Our team will guide you through the next steps with care and discretion.
Velasens. At your own pace.