Refund policy

RETURN & CLINICAL GUARANTEE POLICY Last Updated: March 2026

At Velle Labs™, we adhere to strict clinical hygiene standards. Unlike standard consumer goods, our products are classified as Ingestible Biological Supplements and Personal Health Protocols. Once these items leave our temperature-controlled facility, chain of custody is broken, and they cannot be resold or restocked for the safety of other patients.

1. General Return Policy (The "Hygiene Rule") Due to the risk of cross-contamination, temperature sensitivity, and in compliance with health & safety regulations:

  • The GLP-1 Companion™ (Opened): We cannot accept returns on any bottle that has been opened, unsealed, or tampered with. If the safety seal is broken, the item is considered a "bio-contaminant" and is ineligible for a standard return.

  • Perishable Goods: All sales are Final on ingestible supplements once they have left our facility. We cannot accept returns on opened or unopened supplements due to the inability to verify temperature control during the customer's possession.

  • Exception: If your kit arrives in a damaged condition or with a manufacturing defect, we will replace it immediately free of charge. You must email hello@vellelabs.com within 48 hours of delivery with photos of the defect.

2. Order Cancellation Protocol Our fulfillment system is automated to ensure rapid, cold-chain dispatch.

  • The Lock Window: You may request a cancellation within 30 minutes of placing your order.

  • After 30 Minutes: Once an order has been transmitted to our logistics team or handed to the carrier, it is legally "In Transit" and cannot be cancelled, refunded, or intercepted.

3. "Change of Mind" & Price Matching We do not offer refunds for "buyer’s remorse" or price matching based on temporary promotions or competitor ads. We stand by the clinical efficacy of our protocol and caution against lower-priced, generic probiotics found on marketplaces that lack Acid-Armor™ technology.

4. European Union Right of Withdrawal (14 Days) If merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days. However, strictly pursuant to EU Consumer Law (Article 16(e)), the right of withdrawal does not apply to sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

  • Translation: If you break the seal on the GLP-1 Companion™ bottle, the right to return is voided immediately.

5. Administrative & Processing Fees For any approved return of unopened, sealed goods (that meet the strict criteria above), a processing fee will be deducted from the refund to cover inspection, sanitation verification, and restocking labor.

  • Standard Processing Fee: $15.00 USD per Bundle/Kit.

  • This fee is waived only if the return is due to a verified manufacturer defect.

THE 90-DAY "RESEED" GUARANTEE (The only exception to our "All Sales Final" rule)

We are confident that the Velle Labs™ Protocol will restore your microbiome balance. If you use the protocol consistently and do not see results, you are protected by our 90-Day Guarantee. To prevent abuse of this policy, the following strict terms apply:

  1. Mandatory Colonization Period: You must use the protocol for a minimum of 30 days. The "Stomach Stall" caused by GLP-1 medications can delay absorption; we do not process guarantee claims for "instant" results within the first week.

  2. Return Requirement: To process a claim, you must return the empty/used bottles to our Quality Assurance Facility. This proves you actually followed the protocol and did not simply hoard the supply.

  3. Shipping Costs: Per standard international practice, return shipping costs are the responsibility of the customer and are non-refundable. We require a trackable shipping service.

  4. Refund Calculation: Once the return is inspected and verified, a refund will be issued for the Product Cost Only. Original shipping fees paid at checkout are non-refundable.

  5. How to File a Claim: Contact our Clinical Support team at hello@vellelabs.com. Do not return items without a Return Authorization (RA) number; they will be discarded without refund.

Exemptions: Promotional Bundles & Subscription Allocations While we stand strictly behind the clinical efficacy of our protocols, the 90-Day Guarantee applies exclusively to single-bottle, full-price purchases. Any protocols secured at a discounted rate—including multi-bottle bundles (e.g., 3-Month or 6-Month Supply) and all Subscribe & Save orders—are classified as Final Sale. Due to the significant pricing adjustments and logistical commitments applied to these specific allocations, they are strictly non-refundable and are exempt from all guarantee claims.