Refund policy

We want to make your experience with Velle as easy as possible. That's why our refund policies are simple and easy to understand.

Percy's 60-Night Trial Period

Customers who purchase Percy from getvelle.com are eligible for a 60-Night Trial Period. You may use Percy for his intended purpose (deep pressure therapy and nervous system support) in your normal home environment for up to 60 nights while retaining the option to request a return throughout the trial period. The 60-night trial begins on your delivery date.

Percy's Return Process

Return requests can be made any time within 60 days of delivery. For best results, we recommend using Percy consistently for 2-3 weeks, as research shows benefits from deep pressure therapy compound over time. However, if Percy isn't the right fit for you, you can return him immediately.

To initiate a return, email percy@getvelle.com with your reason for return. Once approved, we'll email a prepaid return shipping label and instructions.

Shipping your return:

• Ship within 7 days of receiving your label: full product refund per our standard return policy. Any shipping fees are non-refundable.

• Label expires after 7 days with no contact from you: a 15% restocking fee will be deducted from your refund once the item is received, to cover the cost of a replacement label and processing delay.

• No return received within 30 days of label issue: the return is closed and no refund will be issued.

Need more time? Just email us before your label expires and we're happy to extend it, no penalty.

The return label is system generated and will be sent to the email you provided at checkout when placing your order.

Condition requirements: For a return to be approved, Percy must be in like-new condition with no rips, stains, damage, or signs of excessive wear, and must not have been machine washed. The removable inner pouch and packaging must be included.

If your return doesn't meet these condition requirements, you may choose to have Percy shipped back to you at your cost, or receive a store credit in place of a refund. Return shipping costs are the customer's responsibility.

Percy's Refunds

Once we receive and inspect your return, we'll notify you within 5 business days about approval status. Approved returns receive a full refund (less any applicable restocking fee) to the original payment method within 10 business days. Shipping fees are non-refundable.

Hassle-Free Returns for Other Items within 30 Days

At Velle we want you to love every purchase you make. If for any reason you're not completely satisfied with your item, you have 30 days from the date of delivery to request a return.

To be eligible for a return, simply ensure that your item is in its original condition, unworn or unused, with all tags intact, and in the original packaging. Don't forget to include the receipt or proof of purchase. If your item is returned without the original packaging, we can only provide a store credit.

If your item is returned without a receipt or proof of purchase, store credit will be issued equal to the item's current published value.

If you are gifted something from Velle and you would like to exchange it for something else, simply follow the standard return process and you'll be issued a store credit equal to the item's value.

Starting Your Return

Getting started with your return is easy! Just reach out to us at percy@getvelle.com to initiate the return process. Please include your reason for return.

Once your return is approved, we'll promptly provide you with a return shipping label and clear instructions on how and where to send your package. Please note that we are unable to accept any items that are sent back to us without initiating the return process via email to percy@getvelle.com.

Same shipping deadlines apply here as outlined above: ship within 7 days for a full refund, a 15% restocking fee applies if your label expires without contact, and returns not received within 30 days of label issue will be closed.

If a returned item doesn't meet our condition requirements, you may choose to have it shipped back to you at your cost, or receive a store credit in place of a refund.

Questions or Concerns?

We're here to assist you every step of the way. If you have any questions or need further assistance regarding your return, feel free to reach out to us at percy@getvelle.com. We're always happy to help!

Replacements, Damages, Issues, and Mistakes

Your satisfaction is our top priority. If you receive a defective, damaged, or incorrect item, please carefully inspect your order upon arrival and promptly notify us. Our dedicated team will work with you to evaluate the issue and make it right.

With many of our products, the longevity of the product can be determined by whether the care and use instructions are followed. If there is an issue and your product needs to be replaced, we are always happy to do so within 60 days of purchase. Simply email percy@getvelle.com. As soon as your item is given to the parcel carrier, we will send out a replacement. Unfortunately we are unable to send out replacement products before the item being returned is given to the mail carrier.

If it is outside of that 60-day window, it is hard to determine the cause of the issue. However, we will do our very best to make sure every customer has a great experience and will evaluate every situation on a case-by-case basis.

Items That Cannot Be Returned

While we strive to accommodate all returns, there are a few exceptions. These include final sale items and gift cards. These items are non-refundable and cannot be returned.

Efficient Exchanges

If you wish to exchange an item for a different size, color, or style, the quickest way is to initiate a return for the item you have by emailing percy@getvelle.com. Once the return is approved, we will issue you a store credit and you can simply make a separate purchase for the new item with the provided credit. This ensures a smooth and efficient process, allowing you to get exactly what you want.

Refunds Made Easy

Once we receive and inspect your return, we'll promptly notify you about the status of your refund. If your return is approved, we'll automatically initiate a refund to your original payment method within 10 business days, less any applicable restocking fee. Your refund will include the items returned. Shipping fees are not eligible for refunds. Please keep in mind that it may take some time for your bank or credit card company to process the refund and reflect it in your account. If more than 15 business days have passed since your return was approved and you haven't received your refund, please contact us at percy@getvelle.com.

Last updated: July 7, 2026