Returns and refunds policy

How to start a return

Return requests should be sent to velacart.co.uk@gmail.com with the VelaCart order number and reason for return. Authorised returns will be sent to 117 St Paul’s Avenue, Harrow, Middlesex, HA3 9PT; customers should wait for return instructions before posting an item.

Our 30-day voluntary return window

For most eligible products, VelaCart offers a voluntary return request window of 30 days from delivery. The product should be unused, complete, in resaleable condition and returned with its original packaging, accessories and labels. This extra service sits on top of—not instead of—your legal rights.

UK law separately gives most online customers 14 days after delivery to cancel without giving a reason, followed by a further 14 days to send the goods back. You may inspect a product as you could in a shop, although a lawful deduction may be made if handling beyond that has reduced its value.

Free eligible returns

VelaCart plans to provide a free return method for eligible products delivered to addresses in its UK delivery area, with no minimum purchase value. The customer must follow the supplied return instructions and use the authorised tracked method where one is provided.

A free voluntary return is subject to the product eligibility rules below. It does not turn an opened hygiene-sensitive item, a rapidly perishable product or another legally excluded change-of-mind item into an eligible return. VelaCart will cover reasonable return costs where goods are faulty, damaged or supplied incorrectly and a return is required.

Return eligibility at a glance

The reason for the return matters. An unopened-only rule for a change of mind does not remove your rights when VelaCart sent the wrong product or the goods are faulty, damaged, misdescribed or unfit for purpose.

Health, beauty and hygiene-sensitive baby products

For a change-of-mind return, a sealed product that is unsuitable for return for health or hygiene reasons must remain unopened, unused and in its original sealed packaging. Once its seal is broken after delivery, the legal cancellation right may cease and the voluntary 30-day return service will not apply.

This may cover sealed vitamins and supplements, cosmetics, skincare and personal-care products, as well as hygiene-sensitive baby products such as feeding bottles and teats, dummies or pacifiers, teethers, breast-pump parts, nappies, baby skincare, thermometers and grooming items. The restriction applies only where the particular product was supplied sealed and is genuinely unsuitable for hygienic resale once opened.

Baby clothing, ordinary toys and other products that are not hygiene-sensitive follow the normal eligibility rules. VelaCart will not treat every health, beauty or baby product as automatically non-returnable.

Other change-of-mind exceptions

A change-of-mind return may also be unavailable where the law provides another exception. These exceptions do not remove rights for non-conforming goods.

• Goods made to the customer's specification or clearly personalised.
• Goods liable to deteriorate or expire rapidly.
• Food or other consumables after opening, where they cannot safely be resold.

Wrong, faulty, damaged or misdescribed goods

Customers are entitled to a remedy when goods are faulty, not as described, or do not do what they are supposed to do. UK consumer law can provide a short-term right to reject qualifying faulty goods within 30 days, followed by rights that can include repair, replacement, price reduction or refund depending on the circumstances.

An item is not disqualified merely because it was opened to inspect it or to discover the problem. If you receive the wrong sealed health, beauty, food or baby product, do not use or consume it; keep the packaging and seal intact where reasonably possible and contact us promptly.

Please preserve the item, packaging, batch number and reasonable evidence such as clear photographs where available. Evidence helps us investigate, but a photograph will not be used as an automatic barrier to a valid legal claim. VelaCart will cover reasonable return costs for goods confirmed to be faulty or supplied incorrectly.

Refunds and delivery charges

For an eligible change-of-mind cancellation, the refund will include the basic outbound delivery charge. Any additional amount paid for a premium service need not be refunded beyond the standard delivery cost.

The refund will normally use the original payment method. It will be made without undue delay and no later than 14 days after the returned goods are received or the customer supplies evidence that they sent them, subject to the applicable legal rules.

How the return process will work

• Email velacart.co.uk@gmail.com within the applicable window with the order number, product and reason where relevant.
• Wait for return instructions before sending the item to 117 St Paul’s Avenue, Harrow, Middlesex, HA3 9PT; do not send an item to a supplier or marketplace.
• Package the item safely and use the authorised tracked return method where provided. Keep proof of posting until the return and refund are complete.
• For a damaged, faulty or incorrect item, include the batch or lot code and photographs if reasonably available, but do not discard the item unless VelaCart tells you to.
• Keep confirmation until the refund has completed. A downloadable standard cancellation form will be added before checkout opens.

Model cancellation form

A customer does not have to use a particular form to cancel. Send an unambiguous cancellation statement identifying the order to velacart.co.uk@gmail.com, or write to Vela Cart, 117 St Paul’s Avenue, Harrow, Middlesex, HA3 9PT.

The form will ask for: the goods ordered; order date and delivery date; customer name; customer address; order number; date of cancellation; and a signature only when the form is sent on paper.

Your legal rights

This policy is in addition to, and does not replace or restrict, rights under the Consumer Rights Act 2015, the Consumer Contracts Regulations 2013 and other applicable UK consumer law.