Refund policy

Last updated: September 19, 2026

We want you to be satisfied with what you ordered. If something isn't right, the terms below set out exactly how returns and refunds work at Veladi.

1. Cancelling an order

You may cancel an order within 2 hours of purchase by emailing support@veladi.com with your order number. After that window, and in all cases once an order has been dispatched, cancellation is no longer possible and the return process below applies instead.

2. Return conditions

We accept returns on the following basis.

Return window. Items may be returned within 30 calendar days from the date of delivery.

Condition. Returned items must be unused, unworn and in resalable condition, with all original tags attached, in their original packaging, and with any included accessories. Items returned used, damaged, or without their original packaging may receive a partial refund or be declined.

Proof of purchase. A valid proof of purchase — your order confirmation email is sufficient — is required for every return.

Restocking fee. Veladi does not charge restocking or processing fees.

Non-returnable items. Any item that has been used in a way that prevents resale cannot be returned. This does not affect your rights where an item is defective, damaged or incorrect.

3. How to start a return

Step 1 — Contact us. Email support@veladi.com with your order number, the item you wish to return, and the reason for the return. If the item is defective or damaged, attach photographs.

Step 2 — Receive authorization. We will review your request and, if approved, issue a Return Authorization number along with return instructions. Do not send items back before you have received this number — unauthorized returns cannot be matched to an order and may not be refundable.

Step 3 — Pack the item. Repack the item securely in its original packaging with all tags and accessories included. Write your Return Authorization number clearly on the outside of the parcel.

Step 4 — Ship it back. Send the parcel to the return address supplied in your Return Authorization email. We confirm the correct address at that point because it depends on the item and where it was dispatched from, so please wait for it rather than returning the parcel to the sender address on the packaging.

Use a tracked shipping service. We cannot issue a refund for a return we do not receive, and without tracking there is no way to establish that it was sent. Return shipping is paid by you, except where the item is defective, damaged or incorrect — see Section 5.

4. Refunds

Processing. Once your return arrives and has been inspected, we will email you to confirm the outcome. Approved refunds are issued to your original payment method within 5 business days of inspection.

Posting time. After we process the refund, your payment provider may take up to 7 further business days to post the funds to your account. This part of the timeline is controlled by your provider, not by us.

Confirmation. You will receive an email confirming the refund at the point we issue it.

Refund not showing. If the expected posting time has passed and you have not received your refund, check your PayPal account activity first, then contact PayPal directly. If it still hasn't appeared, email support@veladi.com with your order number and we will investigate.

5. Defective, damaged or incorrect items

Defective or damaged on arrival. Contact us within 48 hours of delivery with your order number and clear photographs of the fault. We cover return shipping in these cases and will provide a replacement or a full refund at no cost to you.

Wrong item received. If you receive an item you did not order, contact us straight away. We will arrange for the correct item to be sent and cover all shipping costs associated with returning the incorrect one.

Lost parcels. Lost parcels are handled under our Shipping Policy rather than this policy. See Section 7 of that policy.

6. Exchanges

We do not offer direct exchanges. If you want a different size, color or product, return the original item under the process in Section 3 and place a new order for the item you want. This keeps the new item moving to you without waiting for the return to arrive and be inspected.

7. Contact us

Please also review our Terms of Service and Shipping Policy for related terms.