Refund policy
1. Damaged or Faulty Products
Please inspect your order upon receipt. If any item is damaged or faulty, contact us immediately at info@velaire.uk so we can address the issue promptly.
2. Non-Returnable Items / Exceptions
Certain products cannot be returned, including:
- Perishable goods (e.g., food, flowers, plants)
- Personalized or custom-made items
- Cosmetic products once opened or used—returns or refunds for change of mind (e.g. colour mismatch) are not accepted
- Hazardous materials, liquids, or gases
- Items on sale or "Final Sale"
- Gift cards
Please contact us if you're unsure about your specific item.
3. Exchanges
The quickest resolution is to return the original item (if accepted) and place a new order for your desired product.
4. UK Right to Cancel (14-Day Cooling-Off Period)
If your order is delivered to a UK address, you’re entitled to cancel the purchase within 14 calendar days of receiving the item, as long as it's in its original, unused, and resalable condition, with all packaging and proof of purchase intact.
To cancel, notify us at info@velaire.uk within the 14-day period. Please include your order number and details of the item(s) you wish to return.
You then have 14 calendar days from notification to return the item.
5. Refunds
Once your returned item is received and inspected, we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed within 14 working days via your original payment method. Please note processing times may vary depending on your bank or card provider.
If 21 working days have passed since the refund was approved and you haven't received it, please reach out to us at info@velaire.uk.
6. Return Shipping
Unless the return is due to a fault on our part or shipping error, return postage is the responsibility of the customer and will not be refunded.
7. Contact Us
For any refund-related questions, or help with cancellations or returns, contact us at info@velaire.uk—we’ll aim to assist you as quickly as possible.