Last Updated: September 13, 2026
At Velorea & Co, we want you to shop with confidence. We understand that sometimes a product may not be the right fit, and we have created this Return & Refund Policy to make the process as clear and straightforward as possible.
This policy explains when returns are accepted, how to request a return, who is responsible for return shipping, how refunds are processed, and what to do if your order arrives damaged, defective, or incorrect. This policy applies to all orders delivered to the countries we ship to: the United Kingdom, United States, Canada, Ireland, Australia, and New Zealand. Nothing in this policy limits any mandatory rights you have under the consumer protection laws of your country of residence.
1. Your Legal Right to Cancel
If you are a consumer in the United Kingdom, you have the legal right under the Consumer Contracts Regulations 2013 to cancel your order within 14 days after the day you (or someone you nominate) receive your goods, without giving any reason. If you are a consumer in Ireland, you have the equivalent 14-day right of withdrawal under the EU Consumer Rights Directive.
To exercise this right, notify us of your decision to cancel by a clear statement, for example by email to support@veloreaandco.com, before the 14-day period expires. You then have a further 14 days to return the goods to us.
If you cancel under this statutory right, we will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after the day we receive the goods back or you provide evidence of having sent them back, whichever is earlier.
For customers in the United States, Canada, Australia, and New Zealand, our 30-day return window in section 2 applies, alongside any mandatory rights under your local consumer law, including the Australian Consumer Law and the New Zealand Consumer Guarantees Act where applicable.
2. Our 30-Day Return Window
For all customers, in every country we ship to, Velorea & Co accepts eligible returns requested within 30 calendar days of the date your order is delivered. For UK and Irish customers, this extended window is a voluntary service on top of your statutory rights and does not limit or replace them.
To qualify for a return under this window, the product should:
- Be returned within the applicable 30-day period.
- Be unused and in substantially the same condition in which it was received.
- Include the original packaging, accessories, tags, and other components where applicable.
- Be accompanied by proof of purchase or a valid order number.
You may unpack and inspect the item as you would in a shop. Products that show use, damage, or alteration beyond what is reasonably necessary to inspect them may be subject to a deduction for diminished value, or may not qualify for a full refund, except where the return relates to a defective, damaged, or incorrectly supplied product (see section 8).
3. Return Shipping
The responsibility for return shipping depends on the reason for the return:
| Reason for Return | Return Shipping |
|---|---|
| Changed your mind | Customer's responsibility |
| No longer want the product | Customer's responsibility |
| Ordered the wrong product | Customer's responsibility |
| Selected the wrong size or variant | Customer's responsibility |
| Product is defective | Velorea & Co's responsibility |
| Product arrived damaged | Velorea & Co's responsibility |
| Incorrect product received | Velorea & Co's responsibility |
For customer-initiated returns, Velorea & Co does not reimburse return shipping costs. We recommend using a tracked shipping service when returning an item and keeping your shipping receipt until the return has been completed.
4. No Restocking Fees
Velorea & Co does not charge restocking fees for eligible returns. You will not be charged an additional fee simply because you return an eligible product.
5. How to Request a Return
Please contact us before sending your product back.
Email support@veloreaandco.com and include:
- Your full name.
- Order number.
- Product name.
- Reason for the return.
- Photos or videos where relevant, particularly for damaged, defective, or incorrect products.
Our customer service team will review your request and provide the appropriate return address and instructions for your country. We aim to respond within 1 business day.
Please do not send your return to our business address unless we specifically instruct you to do so. Different orders and destinations may be handled through different return facilities, so contacting us first is important.
6. Return Authorization & Instructions
Once your request has been reviewed, we will let you know whether the return can proceed and provide the applicable return instructions.
If your return is approved, please:
- Package the product securely, preferably in its original packaging.
- Include all applicable original components and accessories.
- Follow the return instructions provided by our customer service team.
- Retain your shipping receipt and tracking information until your refund is complete.
Velorea & Co is not responsible for returns sent to an incorrect address or returned without following the provided return instructions.
7. Product Condition
For a change-of-mind return, products should be returned in their original condition. You may reasonably inspect a product to determine its nature, characteristics, and functionality. However, excessive use, damage, alteration, or handling beyond what is reasonably necessary to inspect the product may result in a deduction for diminished value, where permitted by applicable law. Products should be securely packaged to reduce the risk of damage during return transportation.
8. Damaged, Defective, or Incorrect Orders
Our products must be of satisfactory quality, fit for purpose, and as described. In the United Kingdom this is guaranteed by the Consumer Rights Act 2015, which also gives you the right to reject faulty goods within 30 days of delivery for a full refund; customers in Ireland, the United States, Canada, Australia, and New Zealand have equivalent protections under their local consumer laws, including the Australian Consumer Law consumer guarantees and the New Zealand Consumer Guarantees Act.
We carefully inspect and process orders, but occasionally an item may arrive damaged, defective, or different from what was ordered. If this happens, please contact us at support@veloreaandco.com as soon as reasonably possible after receiving your order.
Please provide:
- Your order number.
- A description of the problem.
- Clear photographs or videos of the product.
- Photographs of the shipping box and packaging if the item arrived damaged.
If the issue is confirmed, Velorea & Co will provide a replacement or a full refund, including any return shipping costs. In many cases, you will not need to return the item at all. This does not cover damage resulting from normal wear and tear, misuse, or improper care after delivery.
9. Items That Cannot Normally Be Returned
Certain products may not be eligible for return under our voluntary 30-day window due to their nature or applicable legal restrictions. Depending on the product, this may include:
- Perishable goods or products that deteriorate or expire quickly.
- Personalized or custom-made products, or products made to your specifications.
- Sealed products that are unsuitable for return for health or hygiene reasons once the seal is broken.
- Gift cards.
- Other products identified as non-returnable before purchase.
Any product-specific restrictions will be disclosed on the applicable product page. If you are unsure whether a product is eligible for return, please contact us before sending it back. These limitations apply to our extended voluntary window only and never affect your statutory rights in your country of residence, including the UK and Irish 14-day right to cancel and your rights in respect of faulty goods.
10. Refund Process
Once your returned product has been received, we will inspect it to determine whether it meets the applicable return requirements. After the inspection, we will notify you of the outcome by email.
If your return is approved:
- Your refund will be issued to the original payment method, in the currency used for your purchase.
- Refunds are processed without undue delay, and in any event within 14 days after we receive the goods back.
- If you cancelled under a statutory right (UK or Ireland), your refund includes the standard delivery costs of the original shipment.
- After we process the refund, your bank, card issuer, or payment provider may require additional time before the funds appear in your account.
If more than 14 days have passed since we confirmed your refund and you have not received it, check with your bank or card provider first, then contact us at support@veloreaandco.com and we will trace the payment.
11. Exchanges
Velorea & Co does not process direct product exchanges. If you would like a different product, size, colour, or variant, you may request a return for the original eligible item and place a new order for the product you prefer. For products that are defective, damaged, or incorrectly supplied, please contact us before placing a new order so we can determine the appropriate solution.
12. Orders Returned to Sender
A shipment may be returned to us because of customer-related circumstances, including refusal of delivery, failure to collect a package, an incorrect or incomplete delivery address, or repeated failed delivery attempts.
If an order is returned to us for these reasons, we will contact you to arrange reshipment or cancellation. If the order is cancelled, the purchase amount will be refunded; costs for reshipment may apply. This does not apply where the return to sender resulted from an error attributable to Velorea & Co.
13. Incorrect Delivery Information
Customers are responsible for providing accurate delivery information during checkout. If you notice that your shipping address is incorrect, please contact us at support@veloreaandco.com immediately.
Because orders may enter processing shortly after purchase, we cannot guarantee that an address can be changed before dispatch. If an order has already been shipped, additional shipping costs or delays resulting from incorrect or incomplete information supplied by the customer may be the customer's responsibility, subject to applicable law.
14. Lost or Delayed Packages
If your order appears to be delayed, please first review the tracking information provided with your shipping confirmation. If tracking has stopped updating or you believe your package may have been lost, contact us at support@veloreaandco.com with your order number.
We will investigate the shipment with the relevant carrier or fulfilment partner. If a package is confirmed to be lost, we will provide a replacement at no additional cost to you.
15. Cancelling an Order
If you need to cancel an order, please contact us at support@veloreaandco.com as soon as possible after placing it. Our fulfilment process may begin shortly after an order is submitted, which means we cannot guarantee that a cancellation request can be completed before processing or dispatch.
If the order has already been dispatched, you can still use your statutory cancellation rights where applicable (UK and Ireland), or our 30-day return window, after delivery.
16. Promotional & Sale Products
Unless otherwise stated, products purchased during a sale, promotion, or discount campaign remain subject to the same return and consumer protection rights as products purchased at regular price. A promotional price does not remove or reduce any mandatory consumer rights. Certain promotional offers may have specific terms disclosed at the time of purchase.
17. Consumer Rights
This Return & Refund Policy is intended to explain Velorea & Co's standard return procedures. It does not limit, exclude, or replace any rights that cannot legally be excluded under the consumer protection laws of your country of residence, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 (United Kingdom), the EU Consumer Rights Directive (Ireland), the Australian Consumer Law, the New Zealand Consumer Guarantees Act, and applicable federal, state, provincial, or territorial consumer protection laws in the United States and Canada.
If you receive a product that is defective, damaged, or otherwise does not meet applicable legal requirements, you may have additional rights or remedies. Where applicable law provides rights that differ from this policy, the applicable law will prevail.
18. Questions About Returns or Refunds?
Our customer service team is available to help with questions regarding returns, refunds, damaged products, defective products, incorrect orders, and delivery issues.
Website name: Veloreaco
Company name: Dorcom Digital
E-mail: support@veloreaandco.com
Business Address: Capitool 10, 7521 PL Enschede, Overijssel, Netherlands
Chamber of Commerce (KVK): 78026741
VAT number: NL003275932B29
Customer Services Hours:
Monday to Friday: 9 am till 6 pm
Response time: Within 1 business day