Refund policy
Return & Refund Policy
At Veltro Commerce Ltd, we want you to be completely satisfied with your purchase. This policy explains your legal right to cancel, as well as our extended returns policy.
Your Legal Right to Cancel
Under the Consumer Contracts Regulations 2013, you have a legal right to cancel your order within 14 days of receiving your item, without giving any reason. You may inspect the item as you reasonably would in a shop, but excessive use beyond what is necessary to establish the nature and function of the item may result in a deduction from your refund to reflect any reduction in value.
To cancel, please contact us before the 14-day period expires. Once you have told us you wish to cancel, you have a further 14 days to return the item to us. If you cancel under this right, we will refund all payments received, including standard delivery costs, within 14 days of receiving the returned item (or evidence that it has been sent back, whichever is earlier).
Extended 30-Day Returns
In addition to your legal rights, we offer an extended returns window of 30 days from the date of delivery for both change-of-mind and faulty item returns, as set out below.
How to Request a Return
Returns are not processed automatically. To initiate a return, please contact us first by emailing our support team with your order number and reason for return. We will review your request and provide you with return instructions. Please do not send items back without prior authorisation.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, we will cover the cost of return shipping. Please contact us within 30 days of receiving your order and provide a photo of the item along with your order number. We will offer you a full refund or a free replacement — whichever you prefer.
Change of Mind Returns (Beyond the 14-Day Legal Period)
If you have changed your mind after the initial 14-day legal cancellation period, you may still return the item within 30 days of delivery, provided the item is:
- Unopened and unused
- In its original packaging
- In the same condition as received
Return shipping costs for change-of-mind returns made after the 14-day period are the responsibility of the customer.
Refund Processing
Once we receive and inspect your return, we will notify you of the outcome. Approved refunds will be processed to your original payment method within 5–7 business days.
Non-Returnable Items
Items that have been opened, used, or damaged by the customer beyond what is necessary to assess the item (outside the 14-day legal cancellation period) are not eligible for return under our extended policy.