Return & Refund Policy
At Velestora, we want you to feel confident when shopping with us. If something isn't right with your order, we're here to help.
If you have any questions regarding a return, refund, damaged item, or order issue, please contact us at support@velestora.com.
30-Day Return Policy
We offer a 30-day return policy, which means you may request a return within 30 days of receiving your order.
To be eligible for a return, your item must generally be:
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In the same condition in which you received it
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Unused or unworn, where applicable
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In its original packaging, where reasonably possible
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Accompanied by your order number or other proof of purchase
To start a return, contact us at:
support@velestora.com
Please do not send your item back without contacting us first. Once your return request has been reviewed, we will provide you with the appropriate return instructions and return address.
Items returned without first requesting a return may not be accepted.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your product arrives:
please contact us as soon as possible at support@velestora.com.
For faster assistance, please include:
Once we review the issue, we may offer a replacement, refund, or another appropriate solution.
Where an item is confirmed to be damaged, defective, or incorrect, Velestora will cover applicable return costs where required.
Nothing in this policy limits any rights you may have under applicable consumer-protection laws.
Change-of-Mind Returns
If you simply change your mind about your purchase, you may request a return within our 30-day return period, provided the item meets the eligibility requirements outlined above.
Unless otherwise required by applicable law, customers may be responsible for the cost of returning change-of-mind items.
Original shipping charges may be non-refundable for voluntary returns, except where applicable law requires otherwise.
Non-Returnable Items
Certain types of products may not be eligible for change-of-mind returns for health, hygiene, safety, or other reasons.
These may include:
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Personalised or custom-made products
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Perishable goods
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Products that cannot be returned for health or hygiene reasons once opened or used
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Gift cards
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Items damaged through misuse, improper handling, or normal wear and tear
Please contact support@velestora.com if you are unsure whether your item is eligible for return.
These exclusions do not affect your rights if an item is faulty, damaged, incorrectly supplied, or otherwise covered by applicable consumer law.
Exchanges
If you would like a different product or variant, please contact us at support@velestora.com.
Where an exchange is available, we will provide instructions.
Depending on the circumstances, the quickest way to receive another item may be to return the original item and place a new order after the return has been approved.
Order Cancellations
If you need to cancel or change your order, contact us at support@velestora.com as soon as possible.
We will make reasonable efforts to accommodate your request.
However, once an order has been processed, fulfilled, or shipped, we may no longer be able to cancel or modify it. In that case, you may request a return after receiving your order in accordance with this policy.
This does not limit any statutory cancellation rights that may apply to you.
Refunds
Once we receive and inspect your return, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method.
Please remember that your bank, credit card company, payment provider, or other financial institution may take additional time to process and display the refund in your account after it has been issued.
If you believe your approved refund has not arrived after a reasonable processing period, please contact us at:
support@velestora.com
Lost or Missing Orders
If your tracking information shows that your order has not been delivered within the expected delivery period, please contact us at support@velestora.com.
We will review the tracking information and work with the relevant delivery or fulfilment provider to investigate the issue.
If an order is confirmed to be lost in transit, we will provide an appropriate solution, which may include a replacement or refund.
If tracking shows that an order was successfully delivered, we may need additional information before determining the appropriate resolution.
Packages Returned to Sender
If an order is returned because:
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An incorrect or incomplete shipping address was provided
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Delivery was repeatedly attempted without success
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The package was not collected
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Delivery was refused
please contact us at support@velestora.com.
Additional shipping charges may apply if you request the order to be shipped again, except where the issue was caused by Velestora or where applicable law provides otherwise.
UK and European Customers
If you are located in the United Kingdom or European Economic Area (EEA), you may have additional statutory consumer rights.
For qualifying online purchases, this may include the right to cancel or withdraw from your purchase within 14 days of receiving the goods, without providing a reason.
Where applicable, statutory rights concerning refunds, standard delivery charges, defective products, and return costs will apply in addition to this policy.
Our 30-day return policy does not limit or replace your statutory consumer rights.
Return Shipping
For standard change-of-mind returns, the customer may be responsible for return shipping costs unless otherwise stated or required by law.
If the product is confirmed to be damaged, defective, incorrect, or incorrectly supplied by us, we will provide an appropriate resolution and cover return costs where required.
We recommend using a tracked shipping service when returning an item.
Velestora cannot guarantee receipt of a return package that is sent without tracking.
Refunds to Original Payment Method
Refunds will normally be issued to the same payment method used to make the original purchase.
We generally cannot issue a refund to a different bank account, card, or payment method unless required or permitted under exceptional circumstances.
Contact Us
For all return, refund, cancellation, exchange, or order-related questions, please contact:
Velestora
Email: support@velestora.com
Website: velestora.com
Please include your order number whenever possible so that we can assist you more efficiently.
