Refund policy
Last updated: 17 August 2026
At Vellora, we want you to be satisfied with your purchase. If you change your mind about an online purchase, you may have the legal right to cancel your order under UK consumer law.
14-Day Cancellation Right
For most products purchased online, you have the right to cancel your purchase within 14 days of receiving the goods without providing a reason.
If your order is delivered in multiple parts, the 14-day period generally begins when you receive the final item forming part of the order.
To exercise your cancellation right, please contact us clearly within the applicable cancellation period.
You can contact us at:
Email: support@vellora.co.uk
Telephone: +44 78 3598 6571
Please include your order number and tell us that you wish to cancel your purchase.
Returning Your Item
After notifying us that you wish to cancel, you should return the goods within 14 days.
Please contact us before sending your return so that we can provide the applicable return instructions.
Items should be returned in an appropriate condition. Customers may handle goods as they would reasonably be able to do in a shop to establish their nature, characteristics and functionality.
However, if goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may be entitled to make an appropriate deduction where permitted by law.
Clothing Returns
For hygiene and product protection, clothing should be returned clean, unworn and with original tags attached where reasonably possible.
Customers may try clothing on for the purpose of assessing fit, in the same way they would reasonably be able to do in a shop.
Please do not return clothing that has been worn, washed, stained, damaged or otherwise handled beyond what is reasonably necessary to assess it, unless the item is faulty.
Bags
Bags should be returned in their original condition and should not show signs of unnecessary use, damage, staining or alteration.
Any original packaging, labels or accessories should be included where reasonably possible.
Refunds
Once a valid cancellation has been received and the returned goods have been received by us, we will process the applicable refund within the timeframe required by law.
Refunds will generally be made using the same payment method used for the original transaction unless another arrangement has been agreed.
Where legally required, the refund will include the cost of standard delivery paid by the customer. If the customer selected a more expensive delivery service, only the cost of the least expensive standard delivery option is required to be refunded.
Return Postage
The customer's legal rights relating to faulty, damaged, misdescribed or incorrect goods are not affected by this policy.
Faulty, Damaged or Incorrect Items
If your item arrives damaged, faulty or different from what you ordered, please contact us as soon as reasonably possible.
Please provide:
- Your order number.
- A description of the issue.
- Photographs where appropriate.
- Any other information reasonably required to investigate the issue.
We will assess the issue and provide an appropriate resolution in accordance with applicable consumer law.
Consumer Rights
Nothing in this policy affects your statutory rights as a consumer under UK law.
For questions about returns or refunds, contact:
Vellora
427 Saint Richard's Road
Deal, England
CT14 9LH
United Kingdom
Email: support@vellora.co.uk
Telephone: +44 78 3598 6571