Refund policy

Returns & Refunds Policy

At Vellora, we stand behind every product we sell. If your order isn't right, we'll make it right — in line with your full legal rights under UK consumer law.

1. Your Statutory Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 calendar days of the day you receive your goods, without giving any reason.

To exercise this right, you must notify us before the 14-day period expires through one of the following:

  • Email: contact@velorraco.shop — include your full name, order number, and a clear statement of your intention to cancel
  • Return form: available at velorraco.shop

Once we receive your cancellation notice, we will acknowledge it by email within 1 to 3 business days.

2. Important: Hygiene Exception for Hair Products

In accordance with Regulation 28(3) of the Consumer Contracts Regulations 2013, the right to cancel does not apply to products that have been unsealed and are not suitable for return due to health protection or hygiene reasons. This applies to:

  • Hair care products (shampoos, conditioners, treatments, serums) whose original seal has been broken or packaging has been opened.
  • Any product that shows signs of use, contact, or interference with original packaging.

Products that remain fully sealed and unused are eligible for return within the 14-day cancellation period.

3. Item Eligibility

To be eligible for a return, items must meet all of the following:

  • Fully sealed and unused — no opened packaging, no signs of use or contact with the product.
  • In original packaging with all components, leaflets, and accessories included.
  • Return notified within 14 calendar days of delivery, and the item returned within a further 14 days of the cancellation notice.

Non-returnable items:

  • Hair products whose original seal has been broken or packaging has been opened (hygiene exception).
  • Items with missing components or damaged original packaging.
  • Customised or personalised products made to your specifications.

4. Return Process

  1. Notify us at contact@velorraco.shop or via the return form at velorraco.shop within 14 calendar days of receiving your order.
  2. Our team will confirm your cancellation within 1 to 3 business days and provide return instructions.
  3. Return the item(s) within 14 calendar days of sending your cancellation notice, securely packed in original packaging.
  4. Once received and inspected, your refund will be processed as described in Section 5.

5. Return Postage Costs

  • Faulty, damaged, or incorrect item: Vellora covers all return postage costs.
  • Change of mind / voluntary cancellation: Return postage is the customer's responsibility. We recommend a tracked service and retaining your proof of postage.

6. Refunds

We will issue your refund within 14 calendar days of receiving the returned goods, or within 14 days of you providing evidence of return — whichever is earlier.

Refunds are issued to the original payment method used at checkout. We will refund the full product price. Where you chose our standard delivery option, we will also refund the standard delivery cost. We will not refund any enhanced or express delivery costs you may have chosen.

Where a returned item shows signs of use that have diminished its value, we reserve the right to make a deduction from the refund in proportion to the reduction in value caused by that handling.

7. Your Rights Under the Consumer Rights Act 2015

In addition to your cancellation right, under the Consumer Rights Act 2015 you are entitled to:

  • Short-term right to reject (30 days): If goods are faulty, not as described, or not fit for purpose, you have the right to a full refund within 30 days of delivery.
  • Repair or replacement: After 30 days and up to 6 months, you may request a repair or replacement. If neither is possible, you are entitled to a price reduction or final right to reject.
  • Longer-term rights: Beyond 6 months, if a fault existed at the time of purchase, you retain rights to repair, replacement, or partial refund (subject to proof).

8. Faulty, Damaged, or Incorrect Items

If you receive an item that is faulty, damaged, or does not match your order, please contact us at contact@velorraco.shop within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the item and packaging as received.

Vellora will arrange, at no cost to you, a replacement or full refund (including delivery costs) as appropriate.

9. Order Cancellations and Out-of-Stock Products

If a product becomes unavailable after your order is confirmed, we will notify you by email and issue a full refund within 14 calendar days via your original payment method.

This policy is governed by and complies with UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.