Last updated: September 5, 2025
At Veltra, we want you to be completely satisfied with your purchase. This policy explains when returns and refunds are accepted, who covers the return shipping costs, and how to request them.
Quick Reference Table
| Circumstance | Return/Claim Period | Who Pays Return Shipping? | Refund Timeframe | Refund Method |
|---|---|---|---|---|
| Change of Mind | 60 days from delivery | Customer | Within 14 days after inspection | Original payment method or store credit |
| Wrong Product Received | 60 days from delivery | Customer | Within 14 days after inspection | Original payment method or store credit |
| Damaged in Transit | 7 days from delivery | Customer | Within 14 days after inspection | Original payment method or store credit |
| Faulty Item (Manufacturing Defect) | 60 days from delivery | Customer | Within 14 days after inspection | Original payment method or store credit |
| Item Never Arrived | 14 business days after expected delivery | N/A | Within 14 days of resolution | Original payment method or store credit |
| Cancellation After Ordering | Not accepted | N/A | N/A | N/A |
How to Request a Return or Refund
To start a return or refund request, email us at info@veltra-shop.com with:
Your order number
Reason for return
Photos (if applicable)
We’ll confirm if your request is eligible and provide step-by-step return instructions.
For all returns, the customer is responsible for covering return shipping costs. A trackable service must be used.
Circumstances Covered
Change of Mind
Accepted within 60 days of delivery
Item must be unused, in original packaging, and in the same condition as received
Customer pays return shipping
Wrong Product Received
Accepted within 60 days of delivery
"Wrong product" means you received a different model, type, or color than ordered
Minor variations due to lighting, photography, or batch differences are not considered incorrect
Customer pays return shipping. Once received, Veltra will send the correct item or issue a refund
Damaged in Transit
Must be reported within 7 days of delivery
Include clear photos of both the item and packaging
Customer pays return shipping. A replacement or refund will be issued once inspected
Faulty Item (Manufacturing Defect)
Accepted within 60 days of delivery
Send clear photos or video showing the issue
Customer pays return shipping. A replacement or refund will be issued once inspected
Item Never Arrived
Must be reported within 14 business days after the expected delivery date
We will investigate with the courier
Once confirmed, you may choose a replacement or full refund
Cancellation After Ordering
Orders cannot be cancelled once placed, as processing begins immediately.
If you no longer want the item, you may return it under the Change of Mind policy after delivery.
Refund Processing
Refunds are issued within 14 days after we receive and inspect your return, or after resolving a lost shipment case.
Refunds are processed to the original payment method unless you request store credit.
Store credit is issued as a gift card or discount code for use at veltra-shop.com.
Items Not Eligible for Return
We cannot accept returns for:
Custom-made or personalised items
Products sealed for hygiene reasons if opened (e.g., certain personal care items)
Gift cards
Exchanges
We do not offer direct exchanges.
Please return the item for a refund or store credit and place a new order.
UK Customers – Online Dispute Resolution (ODR)
If you are a UK customer, you may use the European Commission’s ODR platform to resolve disputes:
https://ec.europa.eu/consumers/odr
Our contact email for ODR: info@veltra-shop.com
We are not obliged and do not participate in consumer arbitration unless required by law.
Contact
For any questions regarding returns or refunds, contact us at:
Email: info@veltra-shop.com