Refund policy

Last updated: April 21, 2026

Please read this policy carefully before placing your order. By completing checkout, you confirm that you have read, understood, and agreed to the terms below.

Key Points (Please Read First)

  • Returns are accepted within 30 days of delivery, on unopened, unused products in their original sealed packaging only.
  • Order cancellations must be requested within 2 hours of purchase. After this window, the order has already entered fulfillment and cannot be stopped.
  • The customer is responsible for all return shipping costs, including for change-of-mind returns.
  • Opened, used, or unsealed products are non-refundable for health, safety, and hygiene reasons.
  • Refunds are issued to the original payment method only, after the returned item has been received and inspected.
  • Support: support@corevello.com — Monday–Friday, 9:00 AM – 5:00 PM Pacific Time (Los Angeles). We respond to all inquiries within 24–48 business hours.

1. Order Cancellations

You may request to cancel your order within 2 hours of the time of purchase by emailing support@corevello.com. Cancellation requests submitted outside of our support hours are processed in the order they are received once support resumes, and the 2-hour window is calculated from the time of purchase, not from the time we open the ticket.

After 2 hours, your order has entered our fulfillment workflow and cannot be cancelled, modified, or rerouted. If you no longer wish to receive the order, you must wait for it to arrive, refuse or keep the package intact, and ship it back to us unopened to be eligible for a refund under our standard return terms below. Return shipping in this scenario is the customer's responsibility.

We cannot be held responsible for cancellation requests that do not reach us (including emails blocked by spam filters, messages sent outside the support channel, or requests made via social media DMs). Always use our official support email support@corevello.com to guarantee your request is on record.

2. Standard Return Eligibility

To be eligible for a return, all of the following conditions must be met:

  1. The return request is submitted within 30 days of the delivery date (as confirmed by carrier tracking).
  2. The product is unopened, unused, and in its original factory-sealed packaging, with all seals, labels, tamper-evident film, and inserts intact.
  3. The product is in resalable condition, free from damage, markings, odors, or signs of handling.
  4. You have obtained a Return Merchandise Authorization (RMA) from our support team before shipping the item back. Returns sent without an RMA will be refused and returned to sender at the customer's expense.

Products that do not qualify for return under any circumstances:

  • Opened, partially used, or unsealed bottles.
  • Products with broken or missing tamper-evident seals.
  • Products returned after the 30-day window.
  • Products damaged after delivery (including by exposure to heat, moisture, or improper storage).
  • Free gifts, promotional items, or bundled products purchased at a discount where the bundle has been partially opened.
  • Final sale, clearance, or flash-sale items clearly marked as non-refundable at the time of purchase.

3. Return Shipping

The customer is responsible for arranging and paying for return shipping on all change-of-mind returns. We strongly recommend using a tracked and insured shipping method — we are not liable for returns lost or damaged in transit, and a refund cannot be issued for items we do not physically receive.

Original shipping charges paid at checkout are non-refundable on change-of-mind returns.

4. Refund Processing

Once your returned item has been received and inspected (typically within 5–7 business days of arrival at our facility), we will notify you of the outcome:

  • Approved returns: Refund is issued to the original payment method, minus any original shipping charges. Please allow an additional 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.
  • Rejected returns: If the item does not meet our return eligibility criteria (e.g. opened, damaged, outside the 30-day window), we will contact you with the reason. You may choose to have the item shipped back to you at your own expense, or forfeited for disposal. If we do not hear back within 14 days of our notice, the item will be disposed of and no refund will be issued.

Refunds are always issued in the original currency of purchase. We are not responsible for any currency-conversion losses, foreign-transaction fees, or bank charges applied by your card issuer.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or materially different from what you ordered, please contact support@corevello.com within 7 days of delivery with:

  • Your order number,
  • Clear photos of the product and the outer packaging (including the shipping label), and
  • A short description of the issue.

Claims submitted after 7 days cannot be investigated, as carriers will not honor damage claims past this window. Where a valid claim is verified, we will, at our discretion, either replace the item free of charge or issue a full refund including original shipping. Customer-paid return shipping does not apply to verified defective or incorrect items.

6. Lost or Stolen Packages

Once a package is marked as delivered by the carrier, responsibility transfers to the customer. If your tracking shows delivered but you have not received the package, please:

  1. Check with neighbors and household members,
  2. Contact the carrier directly to open an investigation, and
  3. Notify us so we can assist with the claim.

We are not obligated to refund or replace packages that are confirmed delivered by the carrier. At our sole discretion and as a goodwill gesture, we may offer a one-time replacement at the customer's shipping cost, but this is not guaranteed.

7. Chargebacks and Disputes

We take chargebacks seriously. If you have an issue with your order, please contact us before opening a dispute with your bank or card issuer — we will always work with you in good faith to find a fair resolution. Fraudulent or abusive chargebacks (for products that were delivered, signed for, consumed, or where a refund has already been issued) will be contested with full documentation, including order records, delivery confirmation, IP logs, and this policy.

Accounts with a history of chargebacks may be blocked from placing future orders.

8. UK & EU Customers — Statutory Rights

If you are a consumer resident in the United Kingdom or European Union, you have additional statutory rights that apply alongside the policy above. Where there is any conflict, your statutory rights prevail for UK/EU orders only.

Right to Cancel (14-Day Cooling-Off Period)

Under the UK Consumer Contracts Regulations and the EU Consumer Rights Directive, you have the right to cancel your order for any reason within 14 days of receiving the goods, without giving a reason.

To exercise this right, notify us in writing at support@corevello.com with your order number and a clear statement of cancellation before the 14-day period ends. You must then return the goods to us within 14 days of notifying us of the cancellation.

Exceptions for Sealed Health Products

Under regulation 28(3)(b) of the UK Consumer Contracts Regulations and Article 16(e) of the EU Consumer Rights Directive, the right to cancel does not apply to "sealed goods which are not suitable for return due to health protection or hygiene reasons if they become unsealed after delivery." Our supplements fall within this exemption.

This means:

  • Unopened, sealed products: You may return them within the 14-day window for a full refund of the product price. Original outbound shipping costs are refunded at the standard delivery rate only (not expedited upgrades). Return shipping is the customer's responsibility.
  • Opened or unsealed products: Cannot be returned or refunded, as they fall under the hygiene exemption.

Faulty or Misdescribed Goods

Nothing in this policy affects your statutory rights to a remedy (repair, replacement, or refund) if the goods are faulty, not as described, or not fit for purpose under the UK Consumer Rights Act 2015 or equivalent EU consumer protection law.

9. How to Request a Return or Refund

All return and refund requests must be submitted by email to support@corevello.com. Please include:

  • Your order number,
  • The reason for the return,
  • Photos (for damage or defect claims), and
  • Whether you are requesting a refund or replacement.

Our support team responds to all inquiries within 24–48 business hours, Monday–Friday, 9:00 AM – 5:00 PM Pacific Time (Los Angeles). Requests submitted over weekends or US public holidays are answered on the next business day.

We reserve the right to update this policy at any time. The version in effect at the time of your purchase is the version that applies to your order.