Refund policy

Return & Refund Policy

Vellerin Official Website: vellerin.com
Customer Service: contact@vellerin.com
Effective Date: 15 September 2026

1. Return Window

Vellerin accepts returns within 30 calendar days from the date your order is marked as delivered by the carrier.

To initiate a return, please contact us at contact@vellerin.com before sending any item back. Returns sent without prior authorisation may not be accepted.

2. Free Returns for First Orders

For your first purchase with Vellerin, we offer free returns within 14 days of delivery, for any reason, no questions asked.

Simply contact us at contact@vellerin.com and, where applicable, we will provide a prepaid return label.

This benefit applies to first-time customers only.

3. Return Eligibility

To be eligible for a return, items must meet all of the following conditions:

  • Unused, unworn and in their original condition

  • Free from signs of wear, damage, stains, odours or alterations

  • Returned in the original packaging

  • All original tags, labels, inserts and protective seals must remain intact

Vellerin reserves the right to refuse a return where the item does not meet these conditions, subject always to your statutory consumer rights.

4. Return Shipping

Once a return has been authorised, Vellerin will provide return instructions and, where applicable, a prepaid return shipping label.

Customers will not be required to arrange their own return carrier or pay return shipping costs where Vellerin has agreed to cover the cost of the return.

In certain circumstances, at our discretion, we may allow the customer to keep the item as a donation rather than returning it, while still processing the applicable refund or resolution. Our customer service team will communicate this directly where applicable.

5. Inspection Process

All returned items are inspected upon arrival at our fulfilment centre.

The inspection process is normally completed within 3–7 business days after the returned package has been received.

If the item meets the applicable return requirements, we will proceed with the refund process.

6. Refunds

Approved refunds will normally be issued to the original payment method within 2–8 business days after approval.

You will receive a confirmation email once your refund has been processed.

Refunds may include:

  • The purchase price of the returned item(s)

  • Standard delivery charges where required by applicable consumer law

Refunds may not include:

  • Additional delivery charges selected by the customer, such as expedited delivery

  • Customs duties, import taxes or carrier handling fees where applicable, except where required by law

Please note that once a refund has been issued, the time it takes for the funds to appear in your account may vary depending on your bank or payment provider.

7. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or materially different from what you ordered, please contact us as soon as possible at contact@vellerin.com.

Your email should include:

  • Your full name

  • Your order number

  • A description of the issue

  • Photos or video clearly showing the problem, where applicable

If your claim is approved, Vellerin may, depending on the circumstances and your statutory rights:

  • Provide a replacement at no additional cost; or

  • Provide a full refund to the original payment method

Where a return is required, Vellerin will provide appropriate return instructions and, where applicable, a prepaid return label.

In certain circumstances, we may allow the customer to keep the item rather than return it.

Vellerin reserves the right to request the return of a faulty or incorrect item where necessary to investigate the issue or process the appropriate resolution.

8. Non-Returnable Items

Certain items may not be eligible for return where permitted by applicable law, including:

  • Worn underwear or swimwear where the original hygiene protection has been removed

  • Personalised or custom-made products

  • Items clearly identified as final sale, where permitted by law

  • Items damaged as a result of misuse, improper handling, negligence or failure to follow care instructions

Nothing in this section affects your statutory consumer rights.

9. Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate delivery address at checkout.

If an order is returned to us because an incorrect or incomplete address was provided by the customer, any additional shipping costs required for reshipment may be charged to the customer.

Refund requests in these circumstances will be assessed on a case-by-case basis.

Where permitted by law, the original delivery cost may not be refundable.

10. Exchanges

Vellerin does not currently offer direct exchanges.

If you would like a different item, size or model, please initiate a return in accordance with this policy and place a new order separately.

11. Your Statutory Consumer Rights

United Kingdom

Nothing in this Return & Refund Policy affects your statutory rights under UK consumer protection law.

For most online purchases, UK customers have a 14-day statutory cancellation period beginning from the day after the goods are received. If you exercise this right, you generally have a further 14 days to return the goods.

Where the statutory cancellation right applies, you may cancel your order without giving a reason.

The goods must generally be returned in an appropriate condition. You may be responsible for the direct cost of returning the goods unless Vellerin has agreed to cover this cost or the goods are faulty, incorrect or not as described.

Where you exercise your statutory cancellation right, eligible refunds will be processed in accordance with applicable UK law.

For faulty, damaged or goods that are not as described, you may have additional rights under the Consumer Rights Act 2015, including rights to a repair, replacement, price reduction or refund depending on the circumstances.

If goods are faulty within the first 30 days, you may generally have the right to reject them and receive a refund, subject to the applicable legal requirements.

These statutory rights are in addition to Vellerin's voluntary return policy and are not restricted by the terms of this policy.

12. Customer Support

If you have any questions regarding returns, refunds, faulty items or your consumer rights, please contact our customer service team:

Email: contact@vellerin.com
Website: vellerin.com

Our customer service team will be happy to assist you with your request.

Vellerin
Quality, style and service.