Last updated: September 14, 2026
Vellem provides a free preview of your generated brand kit before you pay. This means you should know exactly what your Kit looks like before you spend any money. Our refund policy is narrow but honest, and we follow it consistently.
Vellem Kit refunds (Kit Lite $39, Kit $95, Studio $195, all one-time)
These rules apply equally to Kit Lite ($39), The Kit ($95), and Studio ($195); references to "the Kit" in this section include all three. We will issue a full refund in the following circumstances:
- The delivered Kit does not match what you previewed. If the actual files differ materially from what you saw in the watermarked preview, email [email protected] within 14 days of purchase and we will either correct the Kit or refund the full purchase price.
- The Service failed to deliver your Kit. If you completed payment but did not receive your Kit files within 24 hours and we cannot resolve the delivery issue, we will refund the full purchase price.
- Duplicate or unintended charges. If you were charged twice or charged unintentionally, email us within 30 days for review.
Studio upgrades. A Studio upgrade follows the rules above. Refunding the upgrade ends Studio for that brand and keeps the kit. Refunding the kit a Studio upgrade was added to ends Studio too, and we refund the upgrade with it.
Legacy Pro add-on refunds ($19/month, first month free; closed to new purchases since August 17, 2026)
This section applies only to subscribers who added Pro before it was retired from sale. Existing subscriptions continue unchanged.
The free month. If you opted into Pro at Kit checkout, the first 30 days of Pro are free. If you cancel before day 30, no $19 charge will be processed and there is nothing to refund.
The first paid month. If you forget to cancel and are charged $19 for the first paid month but didn't intend to continue, email [email protected] within 7 days of that first charge and we will refund it in full. We will also process your cancellation so no further charges occur.
Subsequent months. Pro is billed monthly. You may cancel at any time and your subscription will end at the close of your current billing period. We do not pro-rate partial months. Cancellation prevents future charges; it does not refund prior months that have already elapsed.
Brand kits you generated. Every kit you generated while on Pro is yours forever, with full commercial rights, regardless of refund status.
Missed download window
Your Kit ZIP downloads from the success page through a signed link valid for twenty-four (24) hours. The kit-ready email that follows links to your account page, where you can enter your purchase email and receive a new signed link, also valid for twenty-four (24) hours, whenever you need one. Studio purchases and legacy Pro subscriptions follow the same schedule. These expirations apply only to Kit ZIP download links; your hosted kit page at vellem.io/k/your-brand stays up while your purchase is not refunded.
A missed download window, on its own, is not grounds for a refund. The Kit was generated, finalized, packaged, and made available within the documented windows; the cost we incurred to produce it is not undone by a missed download. We do, however, offer the following remedies at no charge:
- A fresh download link at any time. Enter your purchase email on your account page and we'll email you a new signed link valid for twenty-four (24) hours. If that does not work, email [email protected] from your purchase email.
If you experience a documented technical failure during your download window, such as a confirmed link error, server outage, or corrupt ZIP, this is treated as a delivery failure (see the Kit refunds section above) and is eligible for either a full re-issue or a refund at your election.
What is not refundable
- "I changed my mind" after receiving the Kit and seeing it matched the preview.
- "I prefer a different style" after seeing the preview and proceeding to payment anyway.
- "I didn't download in time" without a documented technical failure during the window. See the Missed download window section above for how to get a fresh download link.
- Pro subscription months that have already elapsed (you've used the service for that period).
- Kits or subscriptions where the user violated our Acceptable Use Policy.
How to request a refund
Email [email protected] with your purchase email, order or subscription number, and a brief description of why you're requesting the refund. We respond within 3 business days. Approved refunds process within 5 to 10 business days to your original payment method.
EU and UK consumer rights
If you are a consumer located in the European Union or United Kingdom, you have a statutory right to withdraw from a purchase within 14 days. By beginning to use digital content (downloading your Kit or generating with Pro) you acknowledge that this withdrawal right may be modified per applicable law. We will honor statutory consumer rights to the extent they exceed the protections offered in this policy.
Chargebacks
If you believe you are entitled to a refund, please email us first. Initiating a chargeback through your card issuer without first attempting to resolve the issue with us may result in suspension of your access to your Kit while the chargeback is investigated. We will provide your payment processor with documentation of the free preview, your purchase, your acceptance of these terms, and any communication history.