Refund policy

Return & Refund Policy

Last updated: August 17, 2026

At Verona Group, we want you to feel confident when purchasing the Velora Align™ Ergonomic Memory Foam Cervical Pillow. If you experience an issue with your order, please contact us and we will work with you to find a fair solution.

1. 7 Day Return Policy

You may request a return within 7 days of receiving your Velora Align™ pillow.

To be eligible:

  • The pillow must be unused.

  • The pillow must be in its original condition.

  • The pillow must be returned with its original packaging, where applicable.

  • The pillow must not have been washed, stained, damaged, or altered.

  • You must provide your order number.

  • We may request photographs or other information before approving a return.

Returns that do not meet these conditions may be refused or may qualify only for a partial refund.

2. Hygiene & Used Pillows

Because the Velora Align™ pillow is a personal-use and hygiene-sensitive product, we generally cannot accept returns of pillows that have been opened, slept on, used, washed, stained, or otherwise handled beyond reasonable inspection.

This restriction helps us maintain appropriate hygiene standards for our customers.

If you have opened the packaging but have not used the pillow, please contact us before sending it back so we can determine whether the item is eligible for return.

3. Damaged or Defective Pillow

If your pillow arrives damaged or appears to have a manufacturing defect, please contact us within 7 days of delivery.

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs or videos of the pillow

  • Photographs of the shipping packaging if it was damaged

After reviewing the issue, we may offer a replacement, refund, or another appropriate solution.

4. Wrong Item Received

If you receive the wrong product or an incorrect item, please contact us within 3 days of delivery.

We may request photographs showing the item received and its packaging before arranging a replacement or refund.

5. Change-of-Mind Returns

If you change your mind after purchasing the Velora Align™ pillow, you may request a return within 3 days provided that the pillow is unused and meets all return requirements.

For change-of-mind returns:

  • The customer is responsible for return shipping costs.

  • Original shipping charges are generally non-refundable.

  • The product must arrive back in acceptable condition before a refund is issued.

6. Refunds

Once an eligible return has been received and inspected, we will notify you whether the refund has been approved.

If approved, the refund will be issued to the original payment method.

Refund processing times may vary depending on your bank, card issuer, or payment provider.

7. Partial Refunds

If a returned pillow has been handled or damaged in a way that reduces its value, we may issue a partial refund rather than a full refund, where permitted by applicable law.

Examples include:

  • Stains or marks

  • Damage to the pillow

  • Missing packaging or accessories

  • Washing or cleaning

  • Signs of sleeping or extended use

  • Other damage caused after delivery

8. Orders Already Shipped

If your order has already been processed or shipped, cancellation may not be possible.

If you no longer want the pillow after it has shipped, you may need to receive the order and follow the applicable return procedure.

9. Incorrect Shipping Information

Customers are responsible for providing an accurate delivery address.

If an order is returned to us because of an incorrect address, refusal of delivery, failure to collect the package, or similar circumstances, any refund may be reduced by shipping, return-to-sender, or other costs incurred by us.

Additional shipping charges may apply if you request that the order be shipped again.

10. How to Request a Return

Please contact us before sending anything back.

Include:

Order number:
Name used for the order:
Reason for return:
Photos/videos, if applicable:

Please do not send the pillow to an address shown on the original package unless our customer support team has provided you with return instructions.

Unauthorized returns may not be accepted.

11. Important Product Information

The Velora Align™ pillow is designed to provide ergonomic support and comfort. Individual comfort preferences and experiences may vary.

A preference for a different pillow firmness, height, shape, or sleeping position does not necessarily mean that the product is defective.

Any product claims or guarantees are subject to the specific terms stated on our product page and applicable law.

12. Policy Changes

We may update this Return & Refund Policy from time to time.

The policy applicable to an order will generally be the policy in effect when the order was placed, subject to applicable law.

13. Contact Us

If you have questions about a return, refund, damaged product, or your Velora Align™ pillow order, please contact our customer support team through our Contact Us page.

We are committed to handling legitimate customer issues fairly and professionally.