Refund policy
Your Right to Cancel (14 Days)
Under UK consumer law, you have the right to cancel your order within 14 days of receiving it, for any reason, without needing to justify your decision.
To cancel, please email us at contact@velarre.com with your order number within this 14-day period.
Once we receive the returned item, you will be refunded the price paid for the item, including the standard delivery cost. Return shipping costs are your responsibility unless the item is defective or incorrect.
Eligibility Requirements
To qualify for a refund:
Return period
The item must be returned within 14 days of receiving it.
Condition of the item
The item should be unused and in a condition suitable for resale. You may inspect the item as you would in a physical store, but excessive use or handling may affect the refund amount.
Original packaging
The item should be returned with its original packaging, tags, and labels where possible.
Proof of purchase
Your order number or other proof of purchase is required.
Non-Refundable Items
The following items cannot be refunded unless they are defective or incorrect:
Personalised or custom-made products
Opened consumable items
This includes supplements, skincare, or edible products where hygiene seals have been broken.
Digital products
This includes digital downloads and e-gift cards.
Step-by-Step Return Process
1. Contact us
Email contact@velarre.com within 14 days of receiving your order, including your order number and reason for the return.
2. Return instructions
Our team will review your request and provide return instructions, including the applicable return address.
3. Send your return
Ship the item back to us within 14 days of notifying us. Return shipping costs are your responsibility unless the item is defective or incorrect.
4. Inspection
Once we receive and inspect the returned item, we will notify you by email.
Refund Processing Time
Approved refunds are processed within 5–10 business days after we receive and inspect the returned item.
Funds will be returned to your original payment method. Please allow additional time, of up to 5 business days, for your bank or card issuer to process and credit the refund to your account.
Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us immediately at contact@velarre.com.
Where an item is defective or incorrect, we will cover the return shipping costs and offer a full refund or replacement at no additional cost.
Contact
For any questions regarding returns, refunds, or cancellations, please contact us at contact@velarre.com.