Refund policy
Return & Refund Policy
At Velissea, we want you to feel confident trying Aligna, our contoured knee pillow for side sleepers. That is why every order is covered by our 30-Day Money-Back Guarantee.
Please read this policy carefully before placing your order. By purchasing from Velissea, you agree to the terms below.
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30-Day Money-Back Guarantee
You may request a return for a refund within 30 days of the delivery date shown on your tracking information.
To qualify for our 30-Day Money-Back Guarantee:
You must contact us within 30 days of delivery.
The product must be returned to us.
The product must include all original components, including the Aligna knee pillow, stretch strap, product insert, packaging, and any included accessories.
The product must not be damaged, altered, misused, heavily soiled, stained, exposed to liquids, or missing parts.
The return must be shipped back within 14 days after we approve your return request.
Used products are eligible for return under our 30-Day Money-Back Guarantee, as long as they are returned in reasonable condition and include all required components.
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How To Start A Return
To start a return, contact us at:
Please include:
Your full name
Your order number
The email address used at checkout
A short reason for the return
Photos or video if the product arrived damaged, defective, or incorrect
Once your request is reviewed, we will send you return instructions. Please do not send your item back before receiving return approval from our support team.
Items returned without approval may not be accepted.
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Return Shipping
Customers are responsible for return shipping costs unless the item arrived defective, damaged, or incorrect.
We strongly recommend using a tracked shipping service when returning your order. We are not responsible for return packages that are lost, delayed, or delivered to the wrong address by the carrier.
Original shipping fees, shipping protection, priority processing fees, and other non-product service fees are non-refundable unless required by law.
If your order included free standard shipping, the original outbound shipping cost may still be non-refundable where permitted by law.
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Refund Processing
Once your return is received and inspected, we will notify you by email.
If your return is approved, your refund will be issued to the original payment method. Please allow 5–10 business days for the refund to appear on your bank or card statement after it has been processed.
Refunds are issued only after the returned product has been received and inspected.
We reserve the right to refuse or reduce a refund if the product is returned damaged, missing parts, altered, stained, heavily soiled, exposed to liquids, heavily used beyond normal trial use, or not returned according to this policy.
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Damaged, Defective, Or Incorrect Items
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery at:
Please include clear photos or video showing the issue, along with your order number.
Examples of damaged, defective, or incorrect items may include:
A torn or damaged stretch strap
Damaged foam, stitching, or fabric
A missing major component
The wrong product being delivered
A product that arrived visibly damaged in transit
If the issue is confirmed, we will offer a replacement, store credit, or refund depending on the situation.
We may ask you to return the item before a refund or replacement is issued.
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Order Cancellations
Orders may be cancelled only before they have been processed or shipped.
If your order has already been processed, packed, shipped, or handed to the carrier, we cannot cancel it. You may still request a return after delivery under our 30-Day Money-Back Guarantee.
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Shipping, Delivery, And Lost Packages
Once your order is shipped, you will receive tracking information by email.
An order is considered delivered when the carrier tracking shows it was delivered to the shipping address provided at checkout.
We are not responsible for packages that are marked as delivered by the carrier but are lost, stolen, or misplaced after delivery. If this happens, please contact the carrier directly and check with household members, neighbors, mailrooms, front desks, or local delivery offices.
If your package is delayed in transit, please contact us and we will help you check the tracking status with the carrier.
If an order cannot be shipped within the estimated shipping timeframe, we will notify you and provide available options, including waiting for the order or cancelling for a refund where required.
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Incorrect Shipping Address
Customers are responsible for entering the correct shipping address at checkout.
We are not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer.
If a package is returned to us due to an incorrect or incomplete address, we may offer to reship the order. Additional shipping fees may apply.
If the package is not returned to us, we cannot issue a refund for an order shipped to the address provided at checkout.
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Refused Or Unclaimed Packages
If a package is refused, rejected, or left unclaimed and returned to us, we may issue a refund after receiving and inspecting the returned package.
Original shipping costs and any return shipping fees charged by the carrier may be deducted from the refund.
If a refused or unclaimed package is not returned to us, we cannot issue a refund.
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Non-Returnable Items
The following items are not eligible for return or refund:
Gift cards
Items marked as final sale
Products damaged by misuse, improper cleaning, water exposure, modification, or failure to follow care instructions
Products with heavy stains, strong odors, excessive wear, or unsanitary condition
Products missing major components or accessories
Returns requested after 30 days from delivery
Returns shipped back without return approval
Digital products, downloadable files, or free bonus guides, unless required by law
This does not affect your rights under our 30-Day Money-Back Guarantee when the return is requested within the eligible period and follows this policy.
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Free Bonus Guide
Some orders may include a free digital bonus guide, such as Anatomy of a Lost Night.
This guide is provided as a free bonus and does not change the return eligibility of your physical Aligna product.
Free digital bonuses have no separate cash value and are not refundable on their own.
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One Guarantee Per Customer
Our 30-Day Money-Back Guarantee is limited to one refunded order per customer, household, shipping address, or payment method.
This policy is intended to let customers try Aligna risk-free, not to allow repeated use-and-return abuse.
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Chargebacks And Payment Disputes
If you have an issue with your order, please contact us first at:
We are here to help with returns, replacements, refunds, damaged items, delivery issues, and product questions.
If a chargeback or payment dispute is opened with your bank or card provider while we are already assisting you, we may be unable to issue a direct refund because the payment is placed under review by the payment provider.
In the event of a chargeback, we reserve the right to provide the payment provider with all relevant order information, including:
Order confirmation
Checkout details
Customer contact information
Shipping address
Tracking number
Proof of delivery
Customer communication history
Return and refund policy acceptance
Return instructions provided
Evidence of product use, replacement, refund, or delivery where applicable
Opening a chargeback does not override this Return & Refund Policy or the terms agreed to at checkout.
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Contact Us
For any return, refund, delivery, or product issue, contact us at:
Please include your order number so we can help you faster.