Refund policy
Updated 12 November 2026.
Every Velmeno mineral mat order is backed by our 30-Day Home Trial & Returns and our 1-Year Limited Warranty, alongside all mandatory statutory consumer rights that apply in your destination country. Mandatory statutory consumer rights are never limited, reduced or replaced by this policy.
30-Day Home Trial & Returns (United States, Canada, United Kingdom, Ireland and Australia)
Customers in the United States, Canada, the United Kingdom, Ireland and Australia may initiate a return within 30 days after delivery by emailing support@velmeno.com with their order number.
For change-of-mind returns under our 30-day home trial, returned mats must be in clean, undamaged condition with the handheld controller, power cord and original packaging. Return shipping is paid by the customer, and the original Mini USD 39 standard shipping fee is non-refundable on change-of-mind returns except where required by UK/EU cooling-off law (for example, when exercising your 14-day statutory right to cancel in the United Kingdom or Ireland).
For faulty, damaged-on-arrival or misdescribed items, Velmeno covers return shipping or provides a free replacement or full refund.
Approved refunds are issued to the original payment method within 5–10 business days after return inspection (or earlier where required by applicable statutory cancellation rules).
1-Year Limited Warranty
Every Velmeno mat includes a 1-year limited warranty from delivery covering manufacturing and electrical defects in the heating element, temperature sensors, PEMF system, visible lights and handheld controller under normal residential use.
To request warranty service, email support@velmeno.com with your order number and photos or video of the issue for a free replacement or refund. This 1-year limited warranty operates in addition to, and never limits, your mandatory statutory consumer rights.
United Kingdom: statutory consumer rights
In addition to our 30-day home trial, for an online purchase you have a statutory right to cancel without giving a reason by notifying us within 14 days after the day you receive the goods. You then have a further 14 days to send them back. You can notify us by email using a clear statement; the optional form below is not compulsory and our prior permission is not required.
Faulty, misdescribed or unfit goods are covered by statutory remedies under UK consumer law (including the Consumer Rights Act 2015), including the short-term right to reject where applicable, and repair, replacement, price reduction or refund as required by law. Neither the 14-day statutory cancellation period, our 30-day home trial nor our 1-year limited warranty limits these rights.
Ireland and EU: statutory consumer rights
In addition to our 30-day home trial, for an online purchase you have a statutory cooling-off right under Irish and EU consumer law to cancel without giving a reason by notifying us within 14 days after the day you receive the goods, then returning them within a further 14 days. You may email a clear statement or use the optional form below. Prior permission is not required.
Your statutory rights for faulty, misdescribed or unfit goods, including any right to terminate, repair, replacement, price reduction or refund, remain available under Irish and EU consumer law. These rights are not limited to the cooling-off period, our 30-day home trial or our 1-year limited warranty.
United States: statutory consumer rights
Orders delivered in the United States are eligible for our 30-Day Home Trial & Returns and 1-Year Limited Warranty above. Nothing in this policy excludes or limits any cancellation, refund, implied warranty or other mandatory consumer protection available under applicable federal or state law. Faults, misdescription, non-delivery and other qualifying problems are handled with all remedies required by applicable law.
Canada: statutory consumer rights
Orders delivered in Canada are eligible for our 30-Day Home Trial & Returns and 1-Year Limited Warranty above. Statutory consumer rights vary by province or territory. All mandatory legal warranties, quality and durability protections, online-contract cancellation rights and remedies for faulty or misdescribed goods remain in full force, including applicable Quebec legal warranties. We do not require you to waive any statutory rights.
Australia: Australian Consumer Law guarantees
Orders delivered in Australia are eligible for our 30-Day Home Trial & Returns and 1-Year Limited Warranty above, in addition to your statutory rights. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. For a major failure, you may reject the goods and choose a refund or replacement, or keep them and seek compensation for the reduction in value. You may also be entitled to compensation for reasonably foreseeable loss or damage as required by law. For a minor failure, we may choose a repair, replacement or refund; if it is not remedied within a reasonable time, further statutory remedies apply. Our 1-year limited warranty does not override or cap your Australian Consumer Law guarantees.
UK and Ireland: 14-day statutory cooling-off return costs and refunds
When exercising your 14-day UK or Irish/EU statutory right to cancel, you are responsible for the direct return shipping cost only where properly disclosed before purchase. Contact support@velmeno.com for the return address and instructions; contacting us does not make exercising a statutory right conditional on our approval.
During the 14-day UK/EU statutory cooling-off period, you may inspect the goods as you would in a shop. We may make a lawful deduction for diminished value caused by handling beyond what is necessary to establish their nature, characteristics and functioning, and we do not impose an automatic restocking fee or make unopened or original packaging an absolute condition of a 14-day statutory cancellation. Voluntary change-of-mind returns requested after the 14-day statutory period under our 30-day home trial must meet the 30-day home trial condition requirements above.
For a valid 14-day UK or Irish/EU statutory cancellation of the whole order, we refund the purchase price and the standard outward delivery charge you paid (including the Mini USD 39 standard shipping fee) as required by UK/EU cooling-off law. Any extra charge for premium delivery need not be refunded. Statutory cancellation refunds in the UK and Ireland are issued to the original payment method within 14 days after cancellation notice, subject only to any lawful right to wait until we receive the goods or evidence that you sent them back. Any stronger applicable requirement prevails.
Faulty, damaged, incorrect or missing goods: all destinations
Contact Velmeno at support@velmeno.com with your order number and a description of the problem. Photos or video help us process 1-year warranty and fault replacements or refunds promptly, though they are not an absolute condition where prohibited for exercising statutory rights. Stop using an electrical mat immediately if it appears damaged or unsafe.
We handle your claim directly and provide the remedy required by our 1-Year Limited Warranty and applicable law; you do not have to pursue the factory instead. For faulty, damaged-on-arrival or misdescribed items, Velmeno covers return shipping or provides a free replacement or refund. We do not impose a blanket 24-hour, 48-hour or 14-day fault-reporting limit, require original packaging for statutory fault remedies, or replace a legal right to a refund with a mandatory repair-first rule.
Optional statutory cancellation form (UK and Ireland/EU)
You may copy the following into an email to support@velmeno.com if you wish to cancel under a statutory cooling-off right; any other clear statement is equally valid.
To: Velmeno, support@velmeno.com
I hereby give notice that I cancel my contract of sale for the following goods:
Ordered on / received on:
Order number (if available):
Customer name:
Customer address:
Date:
Signature (only if submitted on paper):
This summary does not exhaust every statutory right. Where applicable law gives you stronger rights, that law prevails.
For returns, warranty support or order questions, email support@velmeno.com.