Returns & Refund Policy

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We want you to be confident when ordering Velura System. This policy explains your right to return the product and how refunds are processed.

1. Your right to withdraw - 14 days

Under the Consumer Contracts Regulations 2013, you have 14 calendar days from the date of delivery to withdraw from your purchase without giving a reason. To exercise this right, contact us by email at [email protected] within that period. We will confirm your return request and provide return instructions.

2. Condition of returned goods

Velura System must be returned in its original, unopened packaging. Under UK consumer law (and by analogy with EU Directive 2011/83/EU), goods that are sealed for hygiene or health protection reasons and have been unsealed after delivery cannot be returned. An opened bottle of Velura System therefore cannot be accepted for return. We ask that you inspect the packaging on delivery before opening.

3. Return process

1. Email us at [email protected] with your order details and reason for return.
2. We will respond within 2 working days with return instructions and the return address.
3. Pack the product securely and send it back using a tracked postal service.
4. Return postage costs are the responsibility of the customer unless the product was faulty or incorrectly sent.

4. Refunds

Once we receive and inspect the returned item, we will process your refund within 14 calendar days using the same method of payment. Because our orders use cash-on-delivery, refunds are processed by bank transfer - please provide your account details when contacting us to initiate a return.

5. Cancellation before dispatch

You may cancel your order free of charge at any time before it is dispatched. To cancel, inform our team during the order confirmation call, or contact us by email immediately after placing your request. Once dispatched, the parcel cannot be recalled - but you may decline it on delivery at no charge.

6. Declining the parcel on delivery

Because we operate on a cash-on-delivery basis, you are under no obligation to accept the parcel. If you decline it at the door, the order is automatically cancelled and no payment is taken. This is the simplest way to cancel an already-dispatched order.

7. Faulty or incorrect products

If you receive a product that is faulty, damaged or different from what you ordered, contact us immediately. In such cases, we will arrange collection at our expense and issue a full refund or replacement.

8. Contact

GEORGI KARAMIHALEV, g.k. Vazrazhdane, ul. “Perelik” 62, 8601 Yambol, Bulgaria. Email: [email protected] · Phone: +44 20 7946 0832 · Mon-Fri 09:00-17:00