Return and Refund Policy

Velastra – Return & Refund Policy (United Kingdom)

At Velastra, we are committed to ensuring that every customer is satisfied with their purchase. If for any reason you are not completely happy with your order, we will do our best to resolve the issue.

Return Period

You may request a return within 14 calendar days of receiving your order.

Return Eligibility

To qualify for a return:

  • Items must be unused, unworn, and unwashed, with all original tags attached and in their original packaging.

  • A receipt or proof of purchase must be provided.

Items that do not meet these conditions cannot be accepted.

How to Initiate a Return

To begin a return, please contact us at aaronbansi@outlook.com and provide:

  • Your order number

  • Your full name

  • The shipping address used for the order

  • The reason for your return

Please do not return any items without contacting us first. Unauthorized returns will not be processed.

Once your request has been reviewed and approved, you will be provided with:

  • The correct return address (based on your location in the United Kingdom)

  • Clear return instructions to ensure a smooth process

Return addresses are not published on our website.

Return Shipping

  • Customers are responsible for all return shipping costs.

  • We recommend using a trackable shipping service to avoid delivery issues.

Exchanges

If you would like a different size or product:

  1. Initiate a return for the original item.

  2. Place a new order for the replacement item.

In certain cases, we may be able to offer a complimentary size exchange. Please contact us to confirm if this applies to your order.

Order Cancellations

Due to our fast order processing system:

  • Orders can only be cancelled within 1 hour of being placed.

  • After this time, the order may already be prepared and cannot be cancelled.

If you notice an error with your order details (e.g., incorrect size or address), please contact us immediately at aaronbansi@outlook.com. We will make every effort to update your order before it is shipped.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us immediately with:

  • A clear photo of the item

  • A description of the issue

We will review the matter promptly and arrange the appropriate resolution.

Non-Returnable Items

The following items are not eligible for return:

  • Sale or clearance items

  • Gift cards

  • Personal care products (e.g., grooming or beauty items)

  • Custom or personalised items

  • Hazardous materials (e.g., flammable liquids or gases)

If you are uncertain whether your item qualifies, please contact us before initiating a return.

UK & EU – 14-Day Cooling-Off Period

As required under UK and EU consumer law, customers have the right to cancel an order within 14 days of receiving it, for any reason. Items must be returned in unused, original condition with all tags and packaging intact, and proof of purchase is required.

Refunds

  • Once your return has been received and inspected, you will be notified of the approval or rejection of your refund.

  • Approved refunds will be issued to your original payment method within 10 business days.

  • If 15 business days have passed since your refund was approved and you have not received it, please contact us at aaronbansi@outlook.com.

This policy has been designed to ensure transparency, fairness, and compliance with UK consumer protection legislation.