RETURNS & EXCHANGES
Returns,
made effortless
Simple, transparent returns when something isn’t quite right.
Returns with Confidence
At Velanor, your satisfaction is at the heart of everything we do. Should your order not meet your expectations, we're here to make the return process straightforward and stress-free.
1. Return Eligibility
Within 30 Days
Returns may be requested within 30 days of delivery. Items must be unused, in their original condition and returned with their original packaging.
2. Starting a Return
Contact Our Team
To start a return, please contact our customer support team with your order number and reason for return. We’ll guide you through the next steps.
3. Preparing Your Package
Secure Packaging
Please pack the item carefully using its original packaging whenever possible to help ensure it arrives safely.
4. Return Postage
Easy & Clear
For change-of-mind returns, customers are responsible for the cost of return postage. If an item arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery and we’ll arrange an appropriate solution at no additional cost to you.
5. Refund Process
Fast & Transparent
Once your return has been received, inspected and approved, your refund will be issued to your original payment method within 5 working days. Please allow additional time for your bank or payment provider to process the refund.
6. Damaged or Incorrect Orders
We're Here to Help
If your order arrives damaged, faulty or incorrect, please contact us within 48 hours of delivery. We’ll review the issue and work to provide the most appropriate solution as quickly as possible.
Please Note
For hygiene reasons and personalised items, certain products may not be eligible for return unless they arrive damaged or faulty. If you're unsure whether your purchase qualifies, our support team will be happy to help.
