Returns and refunds

You can request a return within 15 days of confirmed delivery from Your Orders, and the seller reviews the request. Items that arrive faulty, damaged or significantly not as described are always covered. Approved returns are refunded in full through Velor.

If you buy from a business seller, you normally also have the legal right to cancel within 14 days of receiving your item, for any reason, and get a refund. Exceptions include items made to your specifications or clearly personalised, and sealed goods that can't be returned for health or hygiene reasons once opened. Private sellers (individuals not selling as a business) aren't bound by this right, but faulty, damaged or not-as-described items are still covered. To cancel, use Withdraw from contract on the order in Your Orders, or contact us with your order number.

These time limits are part of Velor's own process and don't limit your legal rights: if you buy from a business seller, in the UK you can normally reject faulty goods for a full refund within 30 days of delivery, with further rights after that, and in the EU the legal guarantee normally covers faults that appear within two years of delivery.

Import charges and refused parcels

For international orders, the destination country may charge import duties, taxes or carrier fees on delivery. These aren't included in the price unless checkout shows them (Velor only collects UK import VAT, on parcels of £135 or less). If you refuse delivery, or don't pay these charges, the carrier may return the parcel to the seller or dispose of it. If it's returned to the seller, we refund the item price once the seller confirms it's back, minus the original shipping and any return costs or charges the carrier bills. This doesn't affect your rights if the item is faulty, not as described, or doesn't arrive.

If you need to return an item, contact the seller through your order in Your Orders, or reach our team and we will help coordinate.

Need a hand? Email hello@velorglobalmarket.com.