Refund policy

Last updated: 13 September 2026

Overview

This policy applies to purchases made directly from Velobiotics (Pty) Ltd through www.velobiotics.com and www.velobiotics.co.za. Products bought from retailers or marketplaces (for example Clicks, Dis-Chem, Takealot, Amazon or a pharmacy) are subject to that retailer's returns policy and must be returned to them; we cannot refund purchases made elsewhere.

Our refund and returns window is 30 days from the date you receive your order. If 30 days have passed since delivery, we cannot offer a refund or exchange, except where a longer period is required by law (see "International orders" below).

1. The Velobiotics 30-Day Money-Back Guarantee

Every Velobiotics product is backed by our 30-Day Money-Back Guarantee: follow the recommended program, take the product as directed, and if you do not feel the difference within 30 days we refund the product cost of your first order. The guarantee applies to your first purchase of a product per household, requires a minimum of 21 consecutive days of use, and asks you to keep simple progress records. The full conditions, per-brand programs and the five-step claim process are set out on our Velobiotics Guarantee page, which forms part of this policy.

2. Damaged, defective or incorrect items

Please inspect your order on delivery. If an item arrives damaged, defective, expired, or you receive the wrong item, contact us within 7 days at support@velobiotics.com with your order number and a photo of the item and packaging. We will replace the item or refund it in full, including any return shipping we ask you to pay. We only exchange items when they are defective, damaged or incorrectly supplied.

3. Returns of unopened items

Unopened items in their original, sealed packaging may be returned within 30 days of delivery for a refund of the product price. You will need your order number or proof of purchase. Please request the return first by emailing support@velobiotics.com; items sent back without an approved return request cannot be accepted. Return shipping is at your cost and original shipping charges are non-refundable, unless the return is due to our error. We recommend a trackable courier service, as we cannot guarantee receipt of items sent by ordinary post.

4. Items that cannot be returned

For hygiene and safety reasons we cannot accept the return of opened intimate-care products (suppositories, applicators, menstrual cups, pH test kits) or opened skin-care products unless they are defective. Sale items and gift cards are non-refundable. Subscription renewals are covered by the cancellation terms in our Terms of Service, not by this returns policy. Opened probiotic supplements are covered by the Money-Back Guarantee above rather than by a standard return.

5. Refunds

Once your return or guarantee claim is received and inspected we will email you to confirm whether the refund is approved. Approved refunds are processed to your original payment method within 10 business days. Banks and card issuers can take additional time to post the credit. If more than 15 business days have passed since approval and you have not received your refund, first check with your bank or card issuer, then contact us at support@velobiotics.com.

6. International orders

For orders shipped into the European Union, you have the right to cancel or return your order within 14 days of delivery for any reason, provided the items are unopened and in their original packaging. Import duties and taxes paid on international orders are not refundable by us. For international shipments the 30-day window runs from customs-cleared delivery.

7. Return address

Approved returns should be sent to:

Velobiotics (Pty) Ltd
10 Kruin Street, Klopperpark, Germiston 1401, South Africa
Tel: +27 11 392 2550
Email: support@velobiotics.com

Need help?

Email support@velobiotics.com or call +27 11 392 2550 (Monday to Friday, 08:00–17:00 SAST) for any question about refunds, returns or the guarantee.