Last updated: 7 October 2026
30 day returns
If you change your mind, you can return any unused, unopened Velora item within 30 days of the day it was delivered for a full refund of the product price. For hygiene reasons we cannot accept returns of refill heads that have been opened or used, unless they are faulty.
How to start a return
- Message us through the contact page with your order number and the item you want to return.
- We will reply within 2 working days with the return address and instructions.
- Post the item back in its original packaging. You pay the return postage unless the item is faulty or we sent the wrong thing, in which case we cover it.
- Once we receive it we refund you to your original payment method within 5 working days. Your bank may take a few more days to show it.
Faulty, damaged or wrong items
If something arrives damaged, does not work, or is not what you ordered, contact us within 30 days with a photo and your order number. We will send a free replacement or a full refund, your choice, and we cover any return costs. You will not be asked to return a damaged item unless we need it back.
Lost parcels
If your tracking has not updated and your order has not arrived within 30 days of the shipping confirmation, let us know and we will send a replacement or refund you in full.
Cancelling an order
Orders are sent to our fulfilment partner quickly. If you need to cancel, contact us as soon as possible. If the order has not yet shipped we will cancel and refund it. If it has already shipped, follow the returns steps above.
Your legal rights
This policy is in addition to your statutory rights under UK consumer law, the EU consumer rights rules, South Africa's Consumer Protection Act and applicable US state law. Nothing here reduces them.
Velora