Refund and Returns Policy

Last updated: 20 August 2025

Thank you for shopping with velvora.co.uk. We hope you love your purchase, but if for any reason you are not completely satisfied, this policy explains your rights under UK consumer law and how we handle cancellations, returns, and refunds.

1) Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the legal right to cancel most online orders within 14 days of receiving your goods, without giving a reason. To exercise this right, notify us at orders@velvora.co.uk within the 14-day period.

2) Returns Eligibility

To qualify for a return:

• Items must be unused, unopened, and in original packaging.
• Returns must be made within 14 days of notifying us of cancellation.
• Products sealed for hygiene reasons (e.g. beauty, skincare, cosmetics) cannot be returned once opened, unless faulty.

3) How to Return an Item

1. Email orders@velvora.co.uk with your order number and reason for return.
2. We’ll confirm eligibility and provide the returns address (our London office, unless otherwise instructed).
3. Pack the items securely in their original packaging.
4. Send your parcel back using Royal Mail or another reliable courier service.
5. You must retain proof of postage. We strongly recommend using a tracked service to avoid disputes in case of lost parcels.

Return postage is the customer’s responsibility unless the item is faulty, damaged, or sent in error. In those cases, we will cover return costs and may provide a prepaid return label.

4) Faulty, Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at support@velvora.co.uk with:

• Order number
• Description of the issue
• Clear photos of product and packaging (if damaged)

We will arrange a replacement, exchange, or full refund (including return postage) as appropriate.

5) Refunds

Once we receive and inspect your return, we’ll confirm if your refund is approved. Approved refunds are processed to the original payment method within 5–10 working days. Delivery charges are non-refundable unless the item was faulty or sent in error.

6) Non-Returnable Items

• Opened/used beauty, cosmetic, or skincare products (for hygiene reasons)
• Gift cards or promotional items
• Items returned outside the 14-day period without approval

7) Exchanges

We do not offer direct product exchanges. Please follow the returns process and place a new order for the replacement item.

8) Related Policies

• Terms & Conditions
• Privacy Policy
• Cookies Policy
• Accessibility Statement
• Shipping & Delivery

9) Contact

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