Refund policy

Returns and refunds

This policy explains your rights when you buy from VELLORA. It sits alongside your legal rights and does not affect them.

If you change your mind

Under the Consumer Contracts Regulations 2013 you may cancel your order for any reason within 14 days of the day you receive it. You do not have to give a reason.

To cancel, contact us through our contact page with your order number before those 14 days are up. You then have a further 14 days from telling us to send the goods back.

We will refund the price you paid for the goods, plus the standard delivery charge if you paid one, within 14 days of receiving the goods back — or, if sooner, within 14 days of you providing proof that you have sent them.

You are responsible for the cost of returning goods when you have simply changed your mind. If an item has been handled more than was necessary to establish its nature, characteristics and function, we may reduce your refund to reflect the loss in value.

If something is faulty, damaged or not what you ordered

Contact us as soon as you can after receiving it, with your order number and, where possible, a photograph of the item and its packaging.

Under the Consumer Rights Act 2015 you have a short-term right to reject faulty goods and receive a full refund within 30 days of receipt. After that, and for six months from delivery, we will repair or replace the item; if neither is possible, we will refund you.

Where an item is faulty, damaged or incorrect, we cover the cost of return and refund your original delivery charge in full. In some cases we may resolve the problem without asking you to return the item — we will tell you if that applies to your order.

How to start a return

Please contact us first — by email at hello@shopvellora.co.uk or through our contact page — with your order number, the item concerned and the reason. We will reply with return instructions before you send anything back. Our UK returns address is:

VELLORA (Felixo IT Pro Limited)
48 Newcomen Road
Bedworth
England
CV12 0EU

Please wait for our instructions before posting, include your order number inside the parcel, and use a tracked service where possible. Contacting us first does not limit or delay any of your legal rights; it simply lets us process your return quickly.

Items that cannot be returned

Some goods are excluded by law from the right to cancel. These include items made to your specification or clearly personalised, and sealed goods that are not suitable for return once opened where the seal has been broken.

Our prints, cushion covers and tees are made to order, but they are standard VELLORA designs and are not personalised, so your 14-day right to cancel applies to them in the normal way.

Proof of postage

Please keep your proof of postage until your refund has been processed. Until the goods reach us, or you give us proof that you have sent them, they remain your responsibility.

Refunds

Refunds are issued to the original payment method. Once we have processed a refund, your bank or card issuer may take a few working days to show it on your statement.

Questions

If you are unsure about anything in this policy, contact us before returning an item and we will help.