Refund Policy
Refund & Returns Policy
We want you to love your Velōura purchase.
If something isn’t quite right with your order, please contact us and we’ll be happy to help.
Returns & Change of Mind
For eligible orders, you may request a return within 14 days of receiving your order.
To start a return, please contact us before sending your item back. Once your return has been approved, we’ll provide you with the relevant return instructions.
Returned items must be unused, in their original condition and, where applicable, in their original packaging.
Unless the item is faulty, damaged or incorrect, customers are responsible for the cost of returning the item.
Please do not send items back without contacting us first.
Damaged, Defective or Incorrect Orders
If your order arrives damaged, defective, misprinted or you receive the wrong item, please contact us as soon as possible.
Please include:
- Your order number
- A description of the issue
- Clear photographs showing the problem
Once we’ve reviewed the issue, we’ll arrange an appropriate replacement or refund at no additional cost, where applicable.
Cancellations
As our products are prepared for fulfilment shortly after an order is placed, please contact us as soon as possible if you need to cancel or amend your order.
If your order has already entered production or been dispatched, we may not be able to stop it. This does not affect any cancellation or return rights you may have under applicable consumer law.
Personalised & Custom-Made Products
Products that are personalised or made to a customer’s individual specifications may not be eligible for change-of-mind cancellation or return.
This does not affect your rights if an item is faulty, damaged, incorrect or not as described.
Exchanges
We do not currently offer direct exchanges.
If your item is eligible for return and you would like a different design or model, please contact us regarding your return and place a new order for your preferred item.
Refunds
Once an eligible return has been received and inspected, we’ll let you know whether your refund has been approved.
Approved refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to process the refund.
Where required by applicable consumer law, eligible standard delivery charges will also be refunded.
International Orders
We’re happy to ship Velōura internationally.
Return procedures, consumer rights, customs requirements and associated charges may vary depending on the destination country.
Unless an item is faulty, damaged or incorrect, customers are responsible for return shipping costs and any applicable return customs charges, to the extent permitted by local law.
Customers outside the UK may also have additional mandatory rights under the consumer laws of their country. Nothing in this policy is intended to limit any rights that cannot legally be excluded.
Customs & Import Charges
International orders may be subject to import duties, taxes or customs charges depending on the destination country.
Where these charges are not collected at checkout, they are normally the responsibility of the recipient. We recommend checking your local customs requirements before ordering.
Need Help?
If you have any questions about a return or refund, please contact us at
veloura.store.uk@gmail.com with your order number and we’ll be happy to help.