Returns & Refunds Policy

Last updated: 3 November 2026.

Your consumer rights

This policy explains Velmere's voluntary change-of-mind return offer and how we handle problems with orders. The voluntary offer is separate from any statutory rights. Nothing in this policy excludes or limits cancellation rights, statutory guarantees or remedies for damaged, defective, incorrect, delayed or misdescribed goods where applicable law provides them.

Change-of-mind returns

You may request a voluntary return by contacting us within 14 days of delivery. To qualify for this voluntary offer, products must be unopened, unused and in their original packaging. Email your order number and the products you wish to return to support@shopvelmere.com.

Please contact us before sending items back. After reviewing your request, we will provide the appropriate return instructions and destination. Do not return products to the sender address on your package unless we specifically instruct you to do so.

For a voluntary change-of-mind return, the customer pays return shipping unless Velmere agrees otherwise. Using a tracked return method is recommended. Where statutory law entitles you to cancel or return an order on different terms, those mandatory rules prevail, including any required return-shipping coverage.

Damaged, defective, incorrect or incomplete orders

If your order arrives damaged, defective, incomplete or materially different from what you ordered, contact us promptly with your order number and a description. Photos can help but are not always required. We will review the problem and provide a replacement, refund or other remedy as required by applicable law. Voluntary unopened-product conditions do not restrict your legal remedies.

Order changes and cancellations

To request an order change or cancellation, email us as soon as possible. Whether a voluntary change is possible depends on the order's processing status. This does not affect any legal right to cancel or obtain a refund.

Refunds

When we approve a voluntary return and the required return is received and checked, we will process the applicable refund to the original payment method unless a different method is agreed or legally required. Payment-provider processing can take additional time. If applicable law sets a different refund procedure or deadline, we will follow that law.

Contact

Email support@shopvelmere.com with your order number. For delivery information, see our Shipping Policy.