At VeloraMart, we want you to be happy with your order. If something arrives damaged, incorrect, missing, or you simply need to return an eligible product, please review the information below.
Please inspect your order as soon as it arrives.
If an item is damaged, defective, incorrect, spoiled, unusable, or missing from your order, please contact us within 48 hours of delivery.
When contacting us, please provide your order number and a brief description of the issue. We may also ask for photographs of the product, packaging, or delivery where appropriate so that we can investigate the problem.
Once we have reviewed your request, we will let you know the available resolution, which may include a refund or replacement where applicable.
Approved refunds will be processed back to your original payment method. Although we process approved refunds promptly, your bank or card provider may take approximately 5–10 business days to show the funds in your account.
Eligible products that are unused, unopened and undamaged may be returned within 30 days of delivery.
Returned products must:
Be unused and in their original condition.
Be returned in their original packaging where applicable.
Include all accessories, parts or other items originally supplied with the product.
Be accompanied by proof of purchase or your VeloraMart order details.
Unless the product is faulty, damaged, incorrect, or otherwise covered by your statutory rights, you may be responsible for the cost of returning the item.
Please contact us before sending anything back. Returns sent without prior authorisation may not be accepted or may take longer to process.
To start a return, contact VeloraMart Customer Support through the contact details provided on our website.
Please include:
Your order number.
The product you wish to return.
Your reason for requesting the return.
Photographs where the item is damaged, defective or incorrect.
After reviewing your request, we will provide the appropriate return instructions and, where applicable, information about the return shipping process.
Please do not send a product back until you have received return instructions from us.
If you would like a different product, size, colour, or variation, please contact us first.
Where a direct exchange is not available, you may need to return the original eligible item and place a new order for the replacement product.
Any return costs will depend on the reason for the return and your applicable consumer rights.
For health, hygiene, safety, or product-quality reasons, certain products may not be eligible for return unless they are faulty, damaged, incorrect, or your statutory rights otherwise apply.
These may include:
Perishable goods – including fresh, chilled, frozen, dairy, and other products that can deteriorate quickly.
Personalised or custom-made products – products made or modified specifically for you.
Personal care and cosmetic products – where seals have been broken or products have been opened after delivery and cannot be returned for hygiene reasons.
Certain food and baby products – where returning the product would create health or food-safety concerns.
Hazardous or restricted products – including certain flammable liquids, gases, or other regulated materials.
Gift cards and other non-returnable products where applicable.
Where an item is faulty, damaged, or not as described, please contact us even if it falls within one of the categories above.
If you need to cancel an order, please contact us as soon as possible.
We will try to accommodate your request where the order has not yet been processed or dispatched. However, once an order has entered the dispatch process, we may be unable to cancel or modify it.
If your order has already been dispatched, you may need to wait until it arrives and then request a return in accordance with this policy.
For standard returns where you have changed your mind, you may be responsible for the cost of returning the product.
If you receive an item that is faulty, damaged, incorrect, or otherwise does not conform to your order, please contact us before arranging a return so we can advise you on the appropriate process.
We recommend retaining proof of postage or tracking information when returning an item until your return and refund have been completed.
Once we receive and inspect your returned product, we will notify you of the outcome of your return.
If approved, the refund will be issued to your original payment method. Please allow approximately 5–10 business days after the refund has been processed for it to appear in your account, depending on your bank or payment provider.
Original delivery charges and return shipping costs may not always be refundable, except where required by applicable consumer law.
Nothing in this Refund & Returns Policy is intended to limit or exclude any rights you may have under applicable UK consumer law.
Where your statutory rights provide greater protection than the terms stated in this policy, your statutory rights will apply.
If you have any questions about a return, refund, damaged product, or an issue with your order, please contact the VeloraMart Customer Support Team through the contact information provided on VeloraMart.co.uk.
We recommend contacting us before returning any product so that we can provide the correct instructions and help resolve your request as quickly as possible.
Last updated: September 2026