Returns & Refunds
Return and Refund Policy
At Velora UK, customer satisfaction is one of our priorities. If you are not fully satisfied with your purchase, you may request a return in accordance with the terms outlined below.
This policy does not affect your statutory rights under UK consumer law.
Your Right to Cancel
If you purchase from us online, you have the legal right to cancel your order within 14 days from the day you receive your goods, without giving a reason.
After notifying us of your cancellation, you must return the item within 14 days.
To request a cancellation or return, please contact us at:
Please include your order number, full name, and reason for the return when possible.
90-Day Velora Return Policy
In addition to your statutory cancellation rights, most products may be returned within 90 days from the date of delivery, provided they meet the return eligibility conditions below.
To qualify for a return, items must:
Be unused and in original condition
Include the original packaging, manuals, and accessories where applicable
Show no signs of misuse, wear, washing, alteration, or damage caused after delivery
Return Eligibility
Returned items must be inspected before a refund is approved.
We reserve the right to refuse a return or reduce the refund amount if the item has been used, damaged, washed, altered, or returned in a condition that affects its resale value.
Refund Processing
After receiving and inspecting the returned item, we will notify you regarding the approval or rejection of your refund.
Approved refunds will be credited to the original payment method.
Refunds are usually processed within 5–10 business days after approval. However, depending on your bank or payment provider, it may take additional time for the funds to appear in your account.
Where required by UK consumer law, refunds will be issued within 14 days after we receive the returned item or receive valid proof that the item has been sent back.
Shipping Charges
If you cancel your order within your statutory cancellation period, we will refund the standard delivery cost where applicable.
If you selected a premium or express delivery option, only the standard delivery cost may be refunded.
Return shipping costs are generally the responsibility of the customer unless the return is due to:
An incorrect item shipped by us
A defective product
A damaged item received upon delivery
Non-Refundable Products
Returns and refunds are not available for:
Customised or personalised items
Digital products or downloadable content
Gift cards
Clearance or final-sale merchandise
Perishable products
Items that have been used, washed, damaged, or altered after delivery
Defective, Damaged, or Incorrect Orders
If you receive an incorrect, damaged, or defective item, please contact us as soon as possible at:
Please include your order number, a description of the issue, and clear photos of the item and packaging where applicable.
After review, we may offer a replacement, refund, or store credit depending on the circumstances.
Exchanges
If you need a different size, colour, or replacement item, please contact us at:
Exchanges are subject to product availability and return eligibility.
How to Start a Return
To initiate a return, please contact:
Please include:
Your order number
Your full name
The item you wish to return
The reason for the return
Photos, if the item is damaged, defective, or incorrect
We will provide return instructions after reviewing your request.
Contact Us
If you have any questions about returns, refunds, or exchanges, please contact us at: