Refund policy
Last updated: September 22, 2026
At VELMORA, we want you to be satisfied with your purchase. This Return and Refund Policy explains your rights and how to request a return or refund.
1. UK RIGHT TO CANCEL
If you purchase from VELMORA online as a UK consumer, you generally have the right to cancel your order within 14 days after receiving your goods, without giving a reason.
If you decide to cancel, please contact us at:
Email: infomdotm@gmail.com
After notifying us that you wish to cancel, you generally have a further 14 days to return the goods.
2. CONDITION OF RETURNED ITEMS
Please take reasonable care of the product while it is in your possession.
Items should be returned in a condition that allows us to inspect them. You may handle the goods as you would reasonably be able to in a shop to establish their nature, characteristics and functionality.
If an item has been handled beyond what is reasonably necessary and its value has been reduced, we may make a deduction from the refund where permitted by law.
3. RETURN SHIPPING
For a change-of-mind cancellation, you may be responsible for the direct cost of returning the item unless we have agreed otherwise or the law requires us to cover the return cost.
If the item is faulty, damaged, incorrect, or not as described, please contact us before returning it. We will provide appropriate instructions and, where required by law, cover reasonable return costs.
4. FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order when you receive it.
If your item arrives damaged, defective, incorrect, or is not as described, contact us at infomdotm@gmail.com as soon as possible and provide your order number and, where appropriate, photographs of the issue.
We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.
Nothing in this policy limits your statutory rights.
5. REFUNDS
Once we receive and inspect a returned item, we will process any refund that is due.
Where you exercise your statutory right to cancel, we will refund eligible payments using the original payment method, subject to applicable law.
For a statutory cancellation, we will refund the cost of standard delivery where required by law. If you selected a more expensive delivery option, we are not required to refund the additional cost above the standard delivery charge.
Refunds will be made within the timeframe required by applicable law.
6. 30-DAY EXTENDED RETURN
In addition to your statutory rights, VELMORA may offer a 30-day return period for eligible items.
This additional return period does not replace or reduce any statutory rights you have under UK consumer law.
To request a return under our additional 30-day policy, please contact us at infomdotm@gmail.com within 30 days of receiving your order.
Items should be returned in a resalable condition, where applicable, and with their original packaging.
7. EXCHANGES
If you would like a different item, please contact us at infomdotm@gmail.com.
Where an exchange is not available, we may ask you to return the original item and place a new order.
8. NON-RETURNABLE ITEMS
Certain products may be excluded from cancellation or return rights where permitted by law, including certain personalised or custom-made products and other legally exempt goods.
If an item is exempt from cancellation rights, this will be clearly stated before purchase where required.
9. HOW TO REQUEST A RETURN OR CANCELLATION
To request a return or cancel an order, contact:
Email: infomdotm@gmail.com
Please include:
• Your order number
• Your name
• The reason for your request, if applicable
• Photographs, if the item is damaged, defective or incorrect
We will then provide the appropriate return instructions.
10. CONTACT
If you have any questions about returns or refunds, please contact us at:
VELMORA
Email: infomdotm@gmail.com