Refund policy

Return Policy

At VELO, we want you to be delighted with your purchase. If you are unhappy with your items, you can return them within 30 days of receipt for a refund or exchange.

To initiate a return, please get in touch with our customer support at chery@veloyou.co.uk Include your order number and reason for return. You will receive instructions on how to proceed with your return. Please ensure that the items are in their original condition and are in their packaging. Please note that returns must be sent to the following address: 16 Horner square, Old Spitalfields Market, Security Office, London, E1 6EW, United Kingdom

For any questions, please contact us at chery@veloyou.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective or damaged or if you received the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your item. 

We cannot accept returns or exchanges
*on sale items or gift cards.
*for worn hats and caps.
*for individual product that are part of a box set

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
Refunds will be processed within 7 days of receiving the returned items, and you'll be notified of the refund status within 5 business days. Please specify the items you wish to exchange in your return request.

We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. The decision will be made within 5 business days of receiving the item. If approved, you’ll be automatically refunded using your original payment method within 10 business days. Please remember that it can take some time for your bank or credit card company to process and post the refund, too.
If more than 15 business days have passed since we approved your return, please contact us at info@veloyou.co.uk.

European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.