Last Updated: March 2026
At Velses, your satisfaction is important to us. If your purchase does not meet your expectations, we are here to help.
This Refund & Return Policy applies to orders delivered within the United Kingdom.
1. Returns Overview
We accept returns for both defective and non-defective products, subject to the conditions below.
| Policy Item | Details |
|---|---|
| Countries Covered | United Kingdom |
| Returns Accepted | Yes, for defective and non-defective products |
| Exchanges | Not accepted |
| Return Window | 30 days from delivery |
| Product Condition | New, unused, and in original condition only |
| Return Method | By mail |
| Return Label | Free for defective/damaged returns where applicable |
| Restocking Fee | No cost |
| Refund Method | Original payment method |
| Refund Processing Time | Within 10 business days after approval |
2. 30-Day Return Window
We offer a 30-day return period from the date your order is delivered.
If you are not satisfied with your purchase, you may request a return within this timeframe, provided the item meets the return conditions stated in this policy.
Refunds are issued to the original payment method and in the same currency used at checkout.
3. Return Eligibility
To qualify for a return:
- The item must be unused
- The item must be in the same condition as received
- The item must be returned in its original packaging
- Proof of purchase is required
- The return request must be submitted within 30 days of delivery
- The return must be authorized before being sent
4. Non-Returnable Items
We are unable to accept returns for:
- Used or opened items
- Items damaged due to misuse
- Items not returned in original condition
- Returns sent without prior authorization
5. Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
| Reason for Return | Shipping Responsibility | Outcome |
| Change of Mind | Customer arranges and pays for return shipping | Refund issued once return is received and approved |
| Defective or Damaged Item | Velses will provide a free return solution, replacement, or cover reasonable return shipping costs where applicable | Refund or replacement offered after review |
If you arrange your own return shipping, we recommend using a tracked service, as Velses is not responsible for items lost in transit.
6. How to Return an Item
Step 1: Request a Return
Contact us at support@velzes.com within 30 days of delivery.
Step 2: Receive Return Authorization
We will review your request and provide return instructions.
Returns must be authorized before being sent.
Step 3: Send Your Item
Returns are accepted by mail only. Please send the item according to the instructions provided.
Step 4: Inspection
Once received, your item will be inspected to confirm it meets the return conditions.
7. Return Address
To ensure your return is processed correctly, return instructions and the appropriate return address will be provided after your request is approved.
Depending on the item, returns may need to be sent to a designated returns facility, which may differ from our registered business address.
Items sent without prior authorization may not be accepted or may be returned to the sender.
8. Refunds
You will be notified once your return has been reviewed.
If approved:
- Refunds are processed to your original payment method
- Refunds are issued within 10 business days after approval
- Your bank or payment provider may take additional time to post the refund
If more than 20 business days have passed since your refund was approved, please contact support@velses.co.uk
9. Exchanges
We do not offer direct exchanges.
If you want a different item, please return your original item in accordance with this policy and place a new order separately.
10. Cancellations
Orders may be cancelled within 2 hours of purchase by contacting support@velses.co.uk
After this period, the order may already have entered processing. If so, you may still return the item after delivery under this policy.
11. Company Information
Velses is being operated by Mooskaa LTD, registered in United Kingdom under company number “14225989”.
- Website Name: Velses
- Company Name: Mooskaa
- Address: 17 King Edward's Road, HA4 7AE, London, United Kingdom.
- E-Mail: support@velses.co.uk
- Contact Us: Here
- Phone: +44 7418 396773
- Business Number: 14225989
Customer Service Opening Hours:
- Monday to Friday: 09.00 a.m. – 6.00 p.m.
- Saturday and Sunday: Closed
- Time Zone: (GMT)
Response Hours: We aim to respond within 1 Business day.