Refund policy
Refund & Returns Policy
Last Updated: 25 February 2026
1. Overview
At VELTIS, we want you to be completely satisfied with your purchase. This policy explains your rights regarding returns, refunds, and cancellations under UK law.
This policy operates alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Nothing in this policy affects your statutory rights.
2. Your Statutory Right to Cancel (Cooling-Off Period)
As a UK consumer purchasing online, you have the right to cancel your order under the Consumer Contracts Regulations 2013:
- You have 14 calendar days from the day after you receive your goods to notify us of your decision to cancel. No reason is required.
- Once you have notified us of cancellation, you have a further 14 calendar days to return the goods to us.
- If you are not informed of your cancellation rights, this period extends to 12 months plus 14 days.
To cancel, simply contact us by email (see Section 12) with a clear statement of your decision to cancel, including your order number.
3. VELTIS 30-Day Satisfaction Guarantee
In addition to your statutory rights, VELTIS offers a 30-day satisfaction guarantee from the date of delivery. If you are not satisfied with your product for any reason, you may return it within 30 days.
This guarantee is offered as an extension of your rights and does not replace or limit your statutory cancellation rights or your rights in relation to faulty goods.
4. Conditions for Returns
To be eligible for a return under our 30-day guarantee or statutory cooling-off period, items must:
- Be in original condition, with all original packaging, accessories, and components
- Not show signs of use beyond what is necessary to inspect the product (as you would in a shop)
- Be accompanied by proof of purchase (order confirmation email or receipt)
Under the Consumer Contracts Regulations, you may handle the goods to the extent necessary to establish their nature, characteristics, and functioning — as you would in a physical shop. If the goods show a diminished value as a result of handling beyond this, we may deduct a proportionate amount from your refund.
We reserve the right to refuse returns that do not meet these conditions or where there is evidence of excessive use.
5. How to Initiate a Return
To start a return, please follow these steps:
- Contact us by email at support@veltis.co with your order number, reason for return, and photographs if the product is faulty or damaged.
- We will review your request and provide a Return Authorisation and the return address within 2 business days.
- Package the item securely in its original packaging and ship it to the provided address.
- Retain your proof of postage and tracking number. We strongly recommend using a tracked delivery service, as you are responsible for the item until it reaches us.
Please do not send returns without first obtaining a Return Authorisation from us.
6. Return Shipping Costs
| Return Reason | Who Pays Return Shipping? |
|---|---|
| Change of mind (cooling-off / 30-day guarantee) | Customer pays return shipping |
| Faulty or defective product | VELTIS pays return shipping |
| Wrong item sent by VELTIS | VELTIS pays return shipping |
| Product not as described | VELTIS pays return shipping |
For statutory cancellations under the Consumer Contracts Regulations, we will refund the cost of standard outbound delivery. If you chose a premium or express delivery option, we will only refund the amount equivalent to our cheapest standard delivery method.
7. Refund Process
Once we receive and inspect your returned item:
- We will notify you by email whether your refund has been approved.
- Approved refunds will be processed to your original payment method within 14 days of receiving the returned goods (or evidence of return, whichever is sooner), as required by the Consumer Contracts Regulations.
Please note that your bank or payment provider may take an additional 5–10 business days to process the refund to your account.
8. Faulty, Damaged, or Incorrect Items
If you receive a product that is faulty, damaged in transit, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015:
| Timeframe | Your Rights |
|---|---|
| Within 30 days of delivery | Right to reject: Full refund (including return shipping costs). |
Please contact us within 48 hours of delivery with photographs and a description of the issue. We will work with you to resolve the matter promptly.
9. Exchanges
We do not offer direct exchanges at this time. If you would like a different product, please return the original item for a refund and place a new order.
10. Non-Returnable Items
The following items cannot be returned unless faulty:
- Products with broken hygiene seals (where applicable)
- Items that have been significantly used, altered, or damaged by the customer beyond reasonable inspection
- Gift cards or promotional items
11. Late or Missing Refunds
If you have not received your refund within the expected timeframe:
- Check your bank account or credit card statement.
- Contact your bank or payment provider, as processing times may vary.
If you have completed these steps and still have not received your refund, please contact us at support@veltis.co.
12. Contact Us
For any questions about returns or refunds:
Email: support@veltis.co
Website: www.veltis.co
We aim to respond to all enquiries within 24–48 hours on business days.