Refund policy

At Vellor we want you to love your purchase. This policy explains your rights and how returns and refunds work. Nothing here affects your statutory rights under UK law.

1. Right to cancel (change of mind)

Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving a reason.

To start a return, email us at contact@vellorhogar.com with your order number before the 14-day period ends. Our team will confirm the next steps and provide the correct return address for your order. Please do not send items back before contacting us, as unauthorised returns cannot be accepted.
Once your return is confirmed, you have a further 14 days to send the item back.
The item must be unused and in its original condition and packaging, with any tags attached. You may inspect an item as you would in a shop, but items showing handling beyond this may have their refund reduced.
For change-of-mind returns, you are responsible for the cost of return shipping. We recommend using a tracked service, as we cannot be held responsible for items lost in return transit.
In some cases, we may offer you a refund without asking you to return the item. If that applies to your order, we will let you know when you contact us.

2. Faulty, damaged or incorrect items

Under the UK Consumer Rights Act 2015, if your item is faulty, damaged, not as described, or you received the wrong product, you are entitled to a full refund if you let us know within 30 days of receiving it.

Please contact us as soon as possible — and within 30 days of receiving your order — at contact@vellorhogar.com with your order number and clear photos of the issue, so we can resolve it quickly.
For faulty, damaged or incorrect items, we cover the cost of return shipping and will send a replacement or issue a full refund.

3. Refunds

Once we receive and inspect your return (or proof of return), we will process your refund within 14 days to your original payment method.

For change-of-mind cancellations, we refund the full price of the product. Our Standard Shipping is free, so there is no delivery charge to refund.
Your bank or card provider may need additional time to show the refund in your account.

4. Items that cannot be returned

By law, the right to cancel does not apply to: personalised or custom-made items, perishable goods, hygiene or personal-care items once unsealed, and audio/video/software once unsealed. This does not affect your rights if such items arrive faulty.