Returns & Refund Policy

Last updated: 7 July 2026

At VELANNE, we want you to feel confident when shopping with us. If you are not fully satisfied with your purchase, you may be eligible to return it in accordance with this policy and your applicable consumer rights.

Your Right to Cancel

If you are a consumer in the United Kingdom, you generally have the right to cancel your order within 14 days of receiving your goods, without needing to provide a reason.

To exercise your right to cancel, please email us at contact@velanne.online within 14 days of delivery. Please include your full name, order number, and the item(s) you wish to return.

After notifying us of your cancellation, you must return the item within 14 days.

Return Conditions

To be eligible for a return, items must be:

Unworn, unused, and in their original condition
Free from marks, odours, stains, damage, or signs of wear
Returned with all original tags, packaging, and accessories where applicable
Securely packaged to avoid damage during return transit

We reserve the right to reduce a refund where an item has been handled beyond what is necessary to inspect its nature, characteristics, and functioning.

Non-Returnable Items

Unless faulty, damaged, or incorrectly supplied, the following items may not be eligible for return where permitted by law:

Personalised or customised products
Items made to a customer’s specific requirements
Gift cards
Sealed hygiene-sensitive products that have been opened after delivery
Items returned in an unsellable condition due to use, damage, or missing parts

Return Shipping Costs

Customers are responsible for the cost of returning an item unless:

The item is faulty or damaged upon arrival;
The wrong item was supplied; or
We have otherwise confirmed in writing that we will cover the return cost.

We recommend using a tracked and insured return service. VELANNE is not responsible for returned parcels that are lost or damaged in transit before they reach us.

Refunds

Once your return has been received and inspected, we will notify you of the outcome by email.

Where a refund is approved, it will be issued to the original payment method. Refunds are normally processed within 14 days of receiving the returned item or receiving evidence that it has been sent back, whichever occurs first.

For cancelled orders, we will refund the original standard delivery charge where required by law. Any upgraded delivery service selected at checkout may not be refundable beyond the cost of our standard delivery option.

Please note that your bank or payment provider may require additional time to display the refund in your account.

Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or not what you ordered, please contact us as soon as possible at contact@velanne.online.

Please include:

Your order number
A clear description of the issue
Photos or videos showing the item and any visible fault or damage
Photos of the outer packaging, where relevant

We will assess the issue and provide an appropriate solution, which may include a replacement, repair, partial refund, or full refund where appropriate.

Exchanges

We currently do not offer direct exchanges. If you require a different size, colour, or item, please return the original item in line with this policy and place a new order.