Returns & Refunds

Help with changing your mind, returning an item or putting a problem right.

Last updated: 27 September 2026

Changing your mind

For ordinary goods bought online, you can cancel before delivery or tell us within 14 days after the day you receive them. For one order delivered in separate parts, this normally runs from the final delivery. You then have 14 days after notifying us to send the goods back. Any legally required extension of a deadline applies.

Email support@velugi.com or write to our address below with a clear statement that you wish to cancel. An order number helps us find your purchase but is not compulsory. You can use our cancellation form, but it is optional. Our approval is not required to exercise a valid cancellation right.

Seasonal products

Seasonal products have the same statutory cancellation rights as other ordinary goods. We do not offer an additional voluntary change-of-mind period beyond those rights. The end of a season or event does not shorten a statutory deadline. Rights relating to faulty or misdescribed goods remain unaffected.

Where to send your return

Please include your order number or other details that help us identify the return. Keep evidence of posting.

Return costs and packaging

You pay the direct postage cost when returning an item because you changed your mind, where this was disclosed before purchase. We will not impose return costs where legally required information was not supplied.

Please return all included parts, accessories and instructions. Keep and return the original packaging where possible, and pack everything securely. Opening packaging to inspect an item, or lacking the original packaging, does not automatically remove your statutory rights.

Where legally permitted, we may deduct actual loss of value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning. There is no automatic restocking fee.

Refunds after cancellation

For a full cancellation, we refund the goods and the basic outbound delivery charge paid. Any extra paid for an optional premium delivery service need not be refunded. For a partial return, we assess any delivery reimbursement due; we do not automatically impose a new delivery charge because the retained items fall below the free-delivery threshold.

We refund without undue delay. Where you return goods, we may wait until we receive them or evidence of sending them, whichever is earlier, and refund within 14 days of that event. If we offer to collect the goods, we refund within 14 days after being told of the cancellation. Refunds use the original payment method unless you expressly agree otherwise, without a refund fee. Lawful deductions for loss of value may apply.

Faulty, damaged or incorrect goods

Email support@velugi.com if an item is faulty, damaged, incorrect or not as described. Photos and order details can help us investigate; original packaging is not required to exercise your statutory rights.

You normally have a 30-day short-term right to reject non-conforming goods for a refund. After that, repair or replacement and, where applicable, a price reduction or final rejection may be available. VELUGI bears necessary return costs where legally required. A supplier warranty does not replace your consumer rights.

Refunds under these rights are made without undue delay and within 14 days after we agree you are entitled to one.

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