Frequently Asked


Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!

Last updated: March 2024

1. General Questions
2. Product Questions
3. Payment Questions
4. Shipping Questions
5. Contact Questions

1. General Questions

What is your refund policy?

We want you to be completely satisfied with your purchase, so we accept refunds on all items within 30 days of the delivery date. To start a refund, please visit our Refund page and follow the instructions.

What happens if I receive a damaged product?

We take great care in packaging and shipping your products. However, in the unlikely event that your device arrives damaged, please contact us directly at hello@myvelveto. Our customer service team will be happy to assist you promptly and offer you two options:

  • Full Refund: We will initiate a full refund for your purchase immediately.
  • Replacement: If you prefer, we can send you a replacement product right away.

We understand the importance of receiving a functioning product, and we want to ensure your satisfaction.

Can I cancel or modify my order?

We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.

Do you have a physical store?

Currently, we do not have a physical store. However, we do offer free shipping and free refunds, so you can try our products risk-free.

2. Product Questions

Are there any side effects from using the VELVETO ReGen+?

The VELVETO ReGen+ is a gentle and non-invasive device. No side effects are reported with proper use. However, if you have any concerns, it's always best to consult with your doctor before using a new product.

Is it okay to use the VELVETO ReGen+ with other skincare products?

Yes, the VELVETO ReGen+ can be safely used with most skincare products. We recommend applying a water-based gel/lotion before using the device for optimal conductivity.

Do you offer a warranty on the VELVETO ReGen+?

Yes, we offer a warranty on the VELVETO ReGen+, please find the below information about the warranty:

What results can I expect with the VELVETO ReGen+?

You can expect to see visible improvements in the appearance of your under-eyes, including reduced puffiness, fine lines, and wrinkles, within few weeks of regular use.

How does the VELVETO ReGen+ work?

The VELVETO ReGen+ combines two clinically proven technologies: red light therapy and microcurrent technology:

  • Red light therapy stimulates collagen production, improving skin elasticity and reducing the appearance of fine lines. 
  • Microcurrent technology gently mimics the body's natural electrical currents, promoting cell repair and improving skin firmness.

Is the VELVETO ReGen+ safe for all skin types?

Yes, the Velveto ReGen+ is clinically tested and safe for all skin types.

How often should I use the VELVETO ReGen+?

We recommend using the VELVETO ReGen+ for just 10 minutes a day for optimal results.

Can I use the VELVETO ReGen+ on its own, without any gel or lotion?

The VELVETO ReGen+ can technically be used on its own. However, for optimal results and a more comfortable experience, we highly recommend using it with a water-based gel or lotion. Here's why:

  • Conductivity: A water-based conductive medium helps transmit the microcurrent technology more effectively, ensuring you get the full benefits of the treatment.
  • Comfort: Using a gel or lotion creates a smoother glide for the device, enhancing comfort during use.
  • Reduced Friction: While the VELVETO ReGen+ is gentle, using it on completely dry skin might cause slight temporary redness due to increased friction. A water-based gel or lotion helps minimize this possibility.

In short, while it's technically possible to use the VELVETO ReGen+ on its own, using a water-based gel or lotion alongside it will maximize the device's effectiveness, comfort, and minimize potential irritation.

How often should I use the VELVETO ReGen+?

The VELVETO ReGen+ uses red light therapy with wavelengths that are considered safe for direct skin contact and do not reach the deeper parts of the eye. Studies have shown no risk of eye damage when used as directed


However, for optimal safety and comfort, we recommend the following:

  • Avoid direct eye contact: While the red light is generally safe, it's always best to avoid looking directly at the light source during use. 
  • Follow the recommended usage time: Don't exceed the recommended treatment time for each session. (10 minutes)

If you have any concerns about using red light therapy near your eyes, it's always best to consult with your doctor before using the VELVETO ReGen+.

3. Payment Questions

What payment methods do you accept?

We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), and Apple Pay.

Do you offer installment payment options?

No, we currently do not offer installment payment options for any purchases. 

Is my payment information secure?

Yes, we take the security of our customers' payment information seriously. All transactions are processed securely and we use industry-standard encryption technology to protect your information.

4. Shipping Questions

How long does shipping take?

Shipping time varies depending on your location and the shipping method you choose. Please refer to our shipping policy for more details.

Do you offer free shipping?

Yes, we offer free shipping on all orders. Please refer to our shipping policy for more details.

5. Contact Questions

How can I contact customer service?

You can reach our customer service team by emailing We take pride in the high-level standard of our customer service team!

What are your business hours?

Our business hours are Monday through Friday from 9:00am to 5:00pm UTC-4.

How can I provide feedback?

We welcome and value your feedback! You can leave us a message through our contact page on our website or email us at


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United Kingdom


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