Refund policy
# Refund Policy
## 1. Our returns offer
Velmery accepts returns of both faulty and non-faulty products, including changes of mind. We also accept exchanges, subject to availability.
- Tell us you wish to return an item within 30 calendar days after receipt.
- Send the item back within 14 calendar days after telling us.
- Our voluntary extended returns offer applies to new and unused items.
- Returns are made by post or parcel service.
- You arrange and pay for the return label and postage for an ordinary change-of-mind return.
- We cover necessary return costs for faulty, damaged-on-arrival or incorrectly supplied goods.
- There is no restocking fee.
- We initiate eligible refunds within 5 calendar days, including inspection, as explained below.
This voluntary offer is additional to your statutory rights. The new-and-unused condition does not restrict your right to inspect goods when cancelling under consumer law, or your remedies for faulty goods.
## 2. Requesting a return
Contact us using the details below and identify the item you wish to return. Please include your order number or another reasonable proof of purchase. A reason is optional for a change-of-mind return. If something is wrong with the item, a description helps us arrange the right remedy.
We will provide the return destination and instructions. Pack the goods securely, include enough information to identify your order, and retain proof of posting. Tracking is recommended. Our business address is not a confirmed parcel-return destination.
You do not need our approval to exercise a statutory cancellation right: a clear statement sent within the cancellation period is sufficient. A delay in our response does not invalidate a timely cancellation notice. If return instructions are delayed, contact us again; we will not refuse our voluntary offer merely because our delay prevented timely dispatch.
## 3. Voluntary returns within 30 days
For our extended change-of-mind offer, notify us no later than 30 calendar days after you receive the item and dispatch it within the following 14 calendar days. Items must remain new and unused, without wear, washing, alteration or damage caused after delivery. Please include supplied accessories and use the original packaging where possible.
This condition concerns the extended voluntary offer. It is not a requirement that faulty goods remain unused, and it does not override the inspection rights described below. Sale items are covered on the same basis as full-price items.
## 4. Your statutory right to cancel
For online purchases covered by the Consumer Contracts Regulations 2013, you may cancel without giving a reason from the time of ordering until 14 calendar days after the day you, or a person you nominate other than the carrier, receives the goods. For one order delivered in separate consignments, the period normally runs from receipt of the last item; for goods delivered in multiple lots or pieces, from the last lot or piece.
Send a clear cancellation statement by email or post before the period expires. You may use the optional form below. Return the goods without undue delay and within 14 calendar days after communicating cancellation.
You may inspect goods as you would reasonably do in a shop to establish their nature, characteristics and functioning. Opening packaging or reasonably trying an item does not automatically remove your cancellation right. Where legally permitted, we may deduct only the actual reduction in value caused by handling beyond what is necessary for that inspection. We will explain any deduction. No restocking or cancellation fee applies.
You pay the direct return postage for an ordinary statutory change-of-mind cancellation. When you cancel the whole order, we reimburse the purchase price and any standard outbound delivery charge. Standard delivery is free. If an optional enhanced delivery service was expressly purchased, reimbursement need not include its additional cost above standard delivery.
## 5. Faulty, damaged or incorrect goods
Goods must be of satisfactory quality, fit for purpose and as described. If these requirements are not met, your rights under the Consumer Rights Act 2015 apply independently of our voluntary return window.
You normally have a short-term right to reject non-conforming goods within 30 days of delivery and obtain a refund. After that period, a repair or replacement may be the appropriate remedy. If that remedy is unavailable, unsuccessful, or not provided within a reasonable time and without significant inconvenience, a price reduction or final rejection may be available under the law.
Contact us when you discover a problem. We may ask for reasonable information to assess it, but do not impose a short reporting deadline that removes legal rights. We arrange a prepaid return label or another suitable return method, or reimburse agreed reasonable postage where you send the item yourself. There is no restocking fee for exercising these rights.
## 6. Exchanges
To request a different size, colour or item, contact us within the applicable returns period. Voluntary exchanges are subject to availability and the same new-and-unused condition and return-postage arrangements as voluntary returns. We will confirm any price difference before proceeding. Standard delivery of an exchange within the United Kingdom is free.
If the requested replacement is unavailable, you may choose an eligible refund. An exchange is never compulsory instead of a refund to which you are entitled by law.
## 7. Refund timing and payment
For eligible voluntary returns, we inspect the item and initiate the refund within 5 calendar days after receiving it. Inspection is included within those five days; it does not create an additional processing period.
For statutory cancellations, we initiate the refund within 5 calendar days after receiving the goods or evidence that you have sent them back, whichever occurs first. If no goods were supplied, we initiate it within 5 calendar days after your cancellation notice. Where we have offered to collect the goods, we do not make reimbursement conditional on their return and initiate it within 5 calendar days after cancellation. We will in all cases meet the applicable statutory reimbursement deadline.
For a refund arising from a statutory rejection of faulty goods, we initiate payment within 5 calendar days after agreeing that you are entitled to it, and without undue delay. We do not extend the legal deadline while carrying out administration or inspection.
Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee. Your bank or payment provider may take additional time to display the credit; the five-day promise concerns our initiation of the refund. Contact us if the refund has not appeared after your provider's advised processing period, and we will help trace it.
## 8. Optional cancellation form
To: Velmery, 6 Woolley Street, Manchester, M8 8WE, United Kingdom
Email: contact@Velmery.shop
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods:
Order number, if available:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s), only if this form is sent on paper:
Date:
Delete whichever wording does not apply. Using this form is optional.
## 9. Contact
Velmery
Business address: 6 Woolley Street, Manchester, M8 8WE, United Kingdom
Email: contact@Velmery.shop