Refund & Returns Policy

At VELANORE, customer satisfaction is important to us. We want you to shop with confidence and understand exactly how our returns, refunds, and cancellations work.

1. How Our Fulfilment Works

At VELANORE, we aim to provide quality products at competitive prices. We work with international fulfilment partners who may handle product storage, quality checks, packing, and dispatch on our behalf.

For standard returns, such as a change of mind, items may need to be returned to our designated international returns facility.

Where a return is due to a change of mind, the customer is responsible for the return shipping costs, provided this has been clearly communicated before purchase and is permitted under applicable consumer law.

We recommend using a tracked shipping service and keeping your proof of postage. VELANORE cannot be responsible for return parcels lost in transit where no adequate tracking or proof of delivery is available.

If something goes wrong on our end, we'll make it right.

If you receive a faulty, damaged, or incorrect item, please contact us. We will arrange an appropriate solution, including a replacement or full refund where applicable, without charging you return shipping costs.

2. The Essentials

Return Information	Details
Standard return window	30 days from delivery
UK statutory cancellation period	14 days from delivery
Refund processing	Within 14 days of receiving the returned item or appropriate proof of return, where required by law
Restocking fees	None
Faulty or incorrect items	Return costs covered by VELANORE

3. How to Return an Item

To start a return, please email us at support@velanore.shop within 30 days of receiving your order.

Please include:

• Your order number.

• The item you wish to return.

• The reason for your return.

• Relevant photographs if the item is faulty or damaged.

For standard change-of-mind returns, items should be returned in their original condition, with all accessories and packaging where reasonably possible.

Please note that you may handle and inspect an item as you would in a physical shop. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the item's nature, characteristics, and functioning.

Once your return request is reviewed, we will provide the relevant return instructions and destination.

Important: Please do not send items back without contacting us first.

4. Refunds & Cancellations

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

For UK statutory cancellations, refunds will be processed within the legally required timeframe, including any applicable standard delivery charges.

For voluntary returns outside the statutory cancellation period, refunds will normally be processed within 5–10 business days after approval.

Please note that your bank or payment provider may require additional time to display the refunded amount.

Cancellations

If you wish to cancel an order, please contact us as soon as possible at support@velanore.shop.

Orders can only be cancelled before they have been processed or dispatched.

If your order has already been dispatched, you may still exercise your applicable statutory cancellation rights or use our standard returns process.

5. Your Legal Right to Cancel

Under UK consumer law, you generally have the right to cancel an online purchase within 14 days of receiving your order without providing a reason.

After notifying us of your decision to cancel, you generally have a further 14 days to return the goods.

Where applicable, we will refund the purchase price and the cost of standard delivery.

You may be responsible for the direct cost of returning goods when you have been properly informed of this requirement before purchasing.

These statutory rights are separate from and additional to our 30-day returns policy.

Nothing in this policy affects your legal rights under the Consumer Contracts Regulations 2013 or the Consumer Rights Act 2015.

6. Faulty, Damaged or Incorrect Items

If your item arrives faulty, damaged, or different from what you ordered, please contact us at support@velanore.shop with your order number and supporting photographs where possible.

We will assess the issue and provide an appropriate solution in accordance with applicable UK consumer law.

You will not be charged return shipping costs for confirmed faulty, damaged, or incorrectly supplied items.

Your statutory rights regarding faulty or misdescribed goods remain unaffected.

7. Get in Touch

If you have questions about returns, refunds, or cancellations, our customer support team is happy to help.

Business Name: VELANORE
Website: https://velanore.shop
Email: support@velanore.shop

Shipping & Delivery Policy

At VELANORE, we aim to make your shopping experience simple, reliable, and convenient. This Shipping & Delivery Policy explains how we process, dispatch, and deliver your orders within the United Kingdom.

1. Business Model & Fulfilment

VELANORE offers a curated selection of products for everyday living, including home, kitchen, and lifestyle essentials.

We work with fulfilment and logistics partners to manage inventory, order processing, packaging, and dispatch.

Before dispatch, orders undergo appropriate checks to help ensure that the correct products are prepared for delivery.

Quick Shipping Overview

Shipping Information	Details
Order Cut-off Time	4:00 PM (UK time)
Processing Time	1–2 business days (Monday–Friday)
Estimated Delivery Time	4–6 business days
Total Estimated Delivery Time	5–8 business days
Shipping Cost	Free (United Kingdom)

Business days exclude weekends and UK public holidays.

Orders placed after the daily cut-off time will generally begin processing on the next business day.

2. Duties & Customs

All applicable charges payable by you will be clearly communicated before checkout.

We aim to ensure that customers do not encounter unexpected customs or import charges upon delivery.

Where international fulfilment arrangements apply, any relevant customs duties, import taxes, or additional charges will be handled in accordance with the applicable delivery and tax arrangements.

3. Tracking Your Order

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking information, where available.

Please allow approximately 1–2 business days for tracking information to become active or update after dispatch.

You can use your tracking number to follow the progress of your delivery.

If you experience any difficulties tracking your order, please contact our customer support team.

4. Delays & Delivery Issues

We aim to deliver orders within the estimated delivery timeframe stated above.

However, occasional delays may occur due to circumstances outside our control, including:

• High order volumes during peak periods.

• Adverse weather conditions.

• Courier or transportation disruptions.

• Customs processing, where applicable.

If your order has not arrived within the estimated delivery window, please contact us at support@velanore.shop.

VELANORE remains responsible for your order until it is delivered to you or to a person designated by you, in accordance with applicable UK consumer law.

5. Cancellations & Damaged Items

Cancellations

If you wish to cancel your order, please contact us as soon as possible at support@velanore.shop.

Cancellation requests can generally be accommodated before an order has been processed or dispatched.

If your order has already been dispatched, you may still exercise your applicable statutory cancellation rights under UK consumer law.

Please refer to our Refund & Returns Policy for further information.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us at support@velanore.shop.

Please include:

• Your order number.

• A brief description of the issue.

• Clear photographs of the item and packaging, where possible.

We will review your request and arrange an appropriate solution, such as a replacement or refund, in accordance with our Refund & Returns Policy and applicable consumer protection laws.

You will not be charged return shipping costs for confirmed faulty, damaged, or incorrectly supplied items.

6. Contact Information

If you have any questions about shipping, delivery, or your order, please contact us.

Trading Name: VELANORE

Website: https://velanore.shop

Email: support@velanore.shop

Phone: +44 1843 295043

Business Address:

Isis House, 9 Sweyn Rd, Cliftonville, Margate CT9 2DG, United Kingdom.

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK time).

Business Address:

Isis House, 9 Sweyn Rd, Cliftonville, Margate CT9 2DG, United Kingdom.

Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM (UK time).