Refund policy

Return & Refund Policy (Veltrix)

We want you to be happy with what you've bought. If something isn't right, here's how it works.

If you change your mind

You have 14 days from the day you receive your order to tell us you'd like to cancel it.

 

Once you've told us, you have a further 14 days to send the item back.

 

To be refunded in full, the item should be unused and returned with its original packaging. If it has been used beyond that and its value reduced, we may deduct a reasonable amount from your refund.

This applies to sale items too.

Faulty, damaged or incorrect items

Please check your order when it arrives. If an item is faulty, damaged in transit, or isn't what you ordered, contact us within 30 days of delivery and we'll arrange a replacement or a full refund, including all postage costs.

Your rights under the Consumer Rights Act 2015 apply in addition to everything on this page and are not affected by it.

How to start a return

Email support@veltri-x.co.uk with:

• your order number

• which item or items you're returning

• whether it's a change of mind or a fault (a photo helps for faults)

We'll reply within 2 business days with the return address and instructions. Please don't send anything back before you've heard from us, as we can't guarantee we'll be able to process it.

Return postage

Change of mind: you cover the cost of returning the item. We recommend using a tracked service, as we can't refund items that don't reach us.

 

Refunds

Once your return arrives and has been checked, we'll email to confirm. Approved refunds are issued to your original payment method within 5–10 business days.

For change-of-mind cancellations we'll also refund the standard delivery cost from your original order. If you paid for a faster delivery option, we refund the standard rate.

Exchanges

We don't offer direct exchanges. The quickest route is to return the item for a refund and place a new order.

Items we can't accept back

• Gift cards

• Items returned more than 14 days after you told us you were cancelling

• Items damaged after delivery through misuse

Contact

Email support@veltri-x.co.uk and a real person will reply.