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VELMORAKITCHEN

Refund policy

Last updated: 1 September 2026

This refund and returns policy applies to orders from Velmora Kitchen for delivery in the United Kingdom. It is written to meet UK consumer law and to tell you clearly how returns and refunds work, as required for Google Shopping and Merchant Center.

This policy is also published at velmora kitchen returns so you can read it without placing an order.

How to contact us about a return

Email: zopenuhitu698@gmail.com
Telephone: +1 651 668 2133
Contact form: Contact

Please include your order number, the product, and whether the item is unused, faulty, or not as described. We aim to reply within two working days with return instructions or a decision on a refund.

Return address

Velmora Kitchen
75 Blithemeadow Drive
Norwich
NR7 8PY
United Kingdom

Do not send an item back until we have confirmed the return. We are not responsible for returns sent to the wrong address or without our confirmation.

1. 30-day returns (change of mind)

You may return unused products within 30 days of delivery for a full refund of the product price, if:

  • the item is unused and in a resaleable condition;
  • it is in the original packaging, with all accessories, manuals and parts included;
  • you start the return by contacting us within those 30 days.

This 30-day window is counted from the day you receive the goods, not from the order date.

Return postage for change-of-mind returns: you pay the cost of sending the item back, unless we agree otherwise in writing. We recommend using a tracked service and keeping the receipt. We are not responsible for items lost in the post before we receive them.

Restocking fee: none.

Exchanges: we refund the original payment. If you want a different product, place a new order after the refund.

2. Your legal right to cancel (cooling-off)

If you bought online as a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 also give you a right to cancel within 14 days of delivery. You then have a further 14 days to send the goods back.

Our 30-day returns window above is more generous than this 14-day cooling-off period and includes it. You do not need to give a reason.

To cancel, email us with your order number. You may also use a clear statement that you wish to cancel.

You are responsible for the cost of returning the goods after a cooling-off cancellation, unless the item is faulty or we made a mistake. You must take reasonable care of the goods while they are with you. If an item is returned used beyond what is needed to check it, we may reduce the refund to reflect any loss in value.

3. Faulty, damaged or not as described

Your rights under the Consumer Rights Act 2015 are not affected. Goods must be as described, fit for purpose and of satisfactory quality.

  • If an item arrives damaged, faulty, or not as described, contact us as soon as you reasonably can, with photos where useful.
  • We will repair, replace or refund, as the law requires.
  • We pay reasonable return postage for valid faulty, damaged or misdescribed items. We will tell you how to return the item, or arrange collection where that is appropriate.

A short-term right to reject applies for 30 days from delivery for goods that do not conform to the contract. After that, repair or replacement may come first, as the Act sets out.

4. Items we cannot accept as a change-of-mind return

  • Items returned after the 30-day window (unless they are faulty or not as described).
  • Items that have been used, assembled beyond a reasonable inspection, or that are missing parts or original packaging.
  • Items returned without contacting us first, where we cannot identify the order.

These limits do not affect your legal rights for faulty or misdescribed goods.

5. How refunds are paid

  • Refunds are made to the original payment method.
  • We refund the product price in full for accepted change-of-mind and cooling-off returns.
  • Original outbound delivery charges are refunded if the goods are faulty, not as described, or if we made a mistake. For change-of-mind and cooling-off returns, outbound delivery is refunded only where the law requires it, or where we offered free delivery as part of the price of the goods and cancellation law requires that delivery to be refunded (standard UK delivery charged for the order is refunded on cooling-off cancellations; extra-cost delivery options you chose are not always refunded).
  • We issue the refund within 14 days of receiving the returned item, or of you providing evidence of sending it back, whichever is earlier for cooling-off cancellations. For other accepted returns we also aim to refund within 14 days of receiving the item.
  • Your bank or card issuer may take additional time to show the refund.

6. What you need to do

  1. Contact us by email or the contact form with your order number.
  2. Wait for our confirmation and the return address (above).
  3. Pack the item securely, with all accessories.
  4. Send it using a tracked service.
  5. Keep proof of postage until the refund is complete.

7. Country this policy covers

This policy applies to customers in the United Kingdom. We do not currently deliver outside the UK.