Returns Policy

Velveur Returns & Refunds Policy

Last Updated: 10/06/2026

At Velveur, we want you to be completely satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns, cancellations, exchanges, and refunds in accordance with applicable UK consumer law.

1. Your Right to Cancel

If you purchase products from our website as a consumer, you have the legal right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after the day on which you, or a third party nominated by you (other than the carrier), takes possession of the goods.

To exercise your right to cancel, you must notify us of your decision to cancel by email at office@velveur.com before the cancellation period expires.

Once you notify us of your cancellation, you must return the goods to us within 14 days.

2. Returns for Change of Mind

We accept returns for unwanted items provided that:

The item is returned within 14 days of notifying us of cancellation.
The item is unused and in a resaleable condition.
The item is returned in its original packaging where reasonably possible.
Any seals, hygiene protections, or protective packaging remain intact where applicable.

You are responsible for the direct cost of returning unwanted items unless we state otherwise.

We recommend obtaining proof of postage, as returned goods remain your responsibility until received by us.

3. Hygiene and Personal Care Products

For health protection and hygiene reasons, certain products cannot be returned once opened or unsealed unless they are faulty.

This includes, but is not limited to:

Beard oils and balms
Skincare products
Hair styling products
Shaving creams and gels
Personal grooming products
Any sealed item where the seal has been broken after delivery

This restriction does not affect your statutory rights if the product is faulty, damaged, not as described, or otherwise non-compliant with consumer law.

4. Faulty, Damaged or Incorrect Items

You have legal rights under the Consumer Rights Act 2015 if goods supplied by Velveur are:

Faulty or defective;
Not as described;
Not fit for purpose; or
Not of satisfactory quality.

If you receive a faulty, damaged, or incorrect item, please contact us as soon as reasonably possible with:

Your order number;
A description of the issue; and
Photographs where applicable.

Where a product is confirmed to be faulty or not in conformity with the contract, we will offer an appropriate remedy, which may include:

Repair;
Replacement;
Refund; or
Price reduction,

as required by applicable law.

Where a return is due to our error or a faulty product, we will cover reasonable return postage costs.

5. 30-Day Right to Reject Faulty Goods

If a product develops a fault within 30 days of delivery, you may be entitled to reject the goods and receive a full refund under your statutory rights.

After 30 days, we may first offer a repair or replacement before a refund is considered, in accordance with UK consumer legislation.

Nothing in this policy limits or excludes your statutory rights.

6. Refunds

Once we receive and inspect returned goods, we will notify you of the outcome.

Approved refunds will be processed using the same payment method used for the original purchase unless otherwise agreed.

Refunds will normally be issued within 14 days of:

Receiving the returned goods; or
Receiving evidence that the goods have been returned,

whichever is earlier.

Original standard delivery charges will be refunded where required by law following a valid cancellation. Additional delivery charges for premium or expedited shipping services are non-refundable.

7. Non-Returnable Items

The following items cannot be returned unless faulty:

Opened or unsealed grooming, skincare, haircare, or personal care products;
Personalised or custom-made products;
Gift cards or digital gift vouchers;
Digital products once access has commenced (where applicable).

8. Exchanges

We do not offer direct exchanges.

If you would like a different item, please return the original item in accordance with this policy and place a new order.

9. How to Return an Item

To initiate a return, please contact:

Velveur Customer Support
Email: office@velveur.com

Please include:

Your order number;
Full name;
Details of the item(s) being returned; and
Reason for return.

We will provide return instructions and the appropriate return address.

10. Statutory Rights

This Returns & Refunds Policy does not affect any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable consumer protection legislation in the United Kingdom.