Return & Refund Policy

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unused and unopened, with all original packaging included. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at info@velorapet.com.
Once your return request is approved, you will receive detailed instructions on how and where to send your item.

Return address (UK):

Velora Pet 
71–75 Shelton Street
Covent Garden
London WC2H 9JQ
United Kingdom

Items sent back without prior approval will not be accepted.

You can always contact us at info@velorapet.com for any return-related questions.

Damaged or Incorrect Items

Please inspect your order upon delivery and contact us immediately if your item is damaged, defective, or incorrect. We will evaluate the issue and make it right as quickly as possible.

Exceptions / Non-Returnable Items

Certain items are non-returnable, including but not limited to:

  • Personal care items once opened

  • Custom or personalised products

  • Gift cards

  • Sale items

If you are unsure whether your item qualifies for a return, please contact us before sending it back.

Exchanges

The fastest way to receive a different item is to return your original purchase. Once the return is approved, you can place a new order separately.

UK & EU Consumer Rights

If your order is shipped to the United Kingdom or European Union, you are entitled to a 14-day cooling-off period, during which you may cancel or return your order for any reason.
Returned items must be unused, in original condition, and include all original packaging.

Refunds

Once we receive and inspect your return, we will notify you of the approval status.
If approved, your refund will be issued to your original payment method within 10 business days.

Please note that processing times may vary depending on your bank or payment provider.

If more than 15 business days have passed since your return was approved, please contact us at info@velorapet.com.