Refund policy

Last updated: March 2026

Your satisfaction matters to us. If you are not completely happy with your purchase, we are here to help. This policy outlines your rights and the process for returns and refunds.

Your Statutory Rights

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, for any reason. You then have a further 14 days to return the items to us.

These statutory rights are in addition to, and are not affected by, the returns policy set out below.

Our Returns Policy

We offer a 30-day returns window from the date you receive your order. To be eligible for a return:

The product must be unopened and in its original sealed packaging.
The product must be in the same condition as when you received it.
You must provide your order number when requesting a return.

We cannot accept returns on:

Products that have been opened or partially used (for hygiene and safety reasons).
Products returned after the 30-day returns window has expired.

How to Request a Return

Contact us at support@veldic.com with your order number and reason for return.
We will confirm your return request and provide a returns address.
Post the item back to us using a tracked delivery service. Please retain your proof of postage — we cannot be held responsible for items lost in return transit.
Once we receive and inspect the returned item, we will process your refund.

Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect.

Refunds

Once your return has been received and inspected, we will notify you by email. If approved, your refund will be processed to your original payment method within 5–10 working days. Please note that your bank or card provider may take additional time to reflect the refund on your statement.

Refunds include the cost of the product(s) returned. Original shipping costs are non-refundable unless the return is due to our error or a faulty product.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery at support@veldic.com with:

Your order number.
A photo of the damaged or incorrect item.
A brief description of the issue.

We will arrange a free replacement or full refund (including any shipping costs) at your choice. You will not need to cover return postage for faulty or incorrect items.

Late or Missing Refunds

If you have not received a refund within the expected timeframe:

Check your bank or card statement again — it may take a few days to appear.
Contact your bank or card provider, as there may be a processing delay.
If the issue persists, contact us at support@veldic.com and we will investigate.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return your original order for a refund and place a new order.