Refund policy

Our Returns Promise

At Vellora, we want you to love every purchase. If you're not completely satisfied, we offer a straightforward, hassle-free returns process.

30-Day Returns

You have 30 days from the date of receipt to return any item for a full refund. Items must be:

  • Unused and in original condition
  • In their original packaging with all accessories included
  • Accompanied by proof of purchase (your order confirmation email)

How to Return an Item

To initiate a return, please contact our customer support team via our Contact Us page with:

  • Your order number
  • The item(s) you wish to return
  • The reason for your return

Our team will respond within 1 working day with return authorisation and instructions. Please do not send items back without contacting us first.

Refunds

Once your return has been received and inspected, we will process your refund within 5–7 working days. Refunds are issued to the original payment method. You will receive a confirmation email once your refund has been processed. Please allow up to 10 working days for funds to appear depending on your bank or card provider.

Damaged or Incorrect Items

If your item arrives damaged or you receive the wrong product, please contact us via our Contact Us page within 48 hours of delivery, including a photograph of the issue and your order number. We will arrange a replacement or full refund at no cost to you, without requiring you to return the item in most cases.

Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Items that have been used, opened, or are not in original condition
  • Items returned more than 30 days after receipt without prior agreement

Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015. If a product is faulty, not as described, or not fit for purpose, you are entitled to a repair, replacement, or refund under UK law regardless of the above timeframes.

Contact Us

For all returns queries, please contact us via our Contact Us page. We aim to respond to all enquiries within 24 hours on working days (Monday–Friday, 9am–6pm).