Returns & Refunds Policy

Vellor

Email: support@vellor.com

Phone: +44 20 7439 0321

Address: Vellor, London W1D 4HT, United Kingdom

1. Introduction

At Vellor, we are committed to providing high-quality products and an exceptional shopping experience. If for any reason you are not entirely satisfied with your order, we are here to help.

2. Returns

You have 14 days from the date of delivery to request a return.

To be eligible for a return, the item must meet the following conditions:

• The item must be unused, unworn, and in the same condition as when you received it.
• The item must be in its original packaging.
• Proof of purchase is required (order number or receipt).

To initiate a return, please contact us at support@vellor.com.

3. Returns Process

Once your return request has been approved:

• We will provide you with detailed instructions on how to send your item back.
• Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect.
• We strongly recommend using a tracked delivery service.

Vellor cannot be held responsible for returns lost in transit.

4. Refunds

Once we have received and inspected your returned item:

• We will notify you whether your return has been approved or declined.
• If approved, your refund will be processed to your original payment method within 5 to 10 working days.
• Please note that processing times may vary depending on your payment provider.

5. Non-Returnable Items

Certain items cannot be returned, including:

• Items marked as final sale.
• Hygiene and personal care products.
• Gift cards.
• Items that have been used, worn, or damaged by the customer.

6. Damaged, Faulty, or Incorrect Items

If you receive a damaged, faulty, or incorrect item, please contact us within 48 hours of delivery and include:

• Clear photographs of the issue.
• Your order number.

We will resolve the matter as quickly as possible, offering either a replacement item or a full refund.

7. Late or Missing Refunds

If you have not yet received your refund:

• Please check your bank account again.
• Contact your bank or payment provider.
• If the issue persists, please email us at support@vellor.com.

8. Exchanges

We only offer exchanges if the item is faulty or damaged.

To request an exchange, please get in touch with our customer service team.

9. Order Cancellations

Orders may be cancelled within 12 hours of placing the order.

After this period, your order may already be in processing and may not be possible to cancel.

10. Contact Us

If you have any questions about this policy:

Email: support@vellor.com

Phone: +44 20 7439 0321

Address: Vellor, London W1D 4HT, United Kingdom