Delivery Policy
Orders marked in stock will be shipped within 1-2 business working days. Orders with an order value under £100 will be sent using our delivery partner Royal Mail using their 1st class 1-2 days service. Orders with an order value over £100 will be sent using our delivery partner Parcelforce and their Next Day service.
If placing an order marked "Available from 7 days" then we will be in contact with you once we here back from our suppliers regarding a stock in date, if the stock in date is longer than you had anticipated, then we will issue a full refund.
Delays in shipping, though rare, may occur. If an order will take longer than expected we will let you know as soon as possible.
Velo Care takes great care to ensure that every item meets the highest standards of quality and craftsmanship. We stand behind the quality of everything we sell, and your satisfaction with our products is of the utmost importance to us. We will make all efforts to quote accurate lead times and notify all our customers promptly if changes happen. Under no circumstances will Velo Care be responsible for any consequential damages resulting in order completion or shipping.
Returns Policy
To be eligible for a return, 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.
To start a return, you can contact us at admin@velo-care.com. Please note that returns will need to be sent to the following address: Velo Care, Unit 8 Brookes Hill Industrial Estate, Salisbury Road, Southampton, SO402QT
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Please note, we do not accept returns on sale items.
If your return is accepted and deemed an error after evaluation on our part, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
For items ordered in error, customer will take full responsibility for shipping service and associated insurances.
You can always contact us for any return question at admin@velo-care.com
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive 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 personalized 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 specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
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.
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.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember 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’ve approved your return, please contact us at admin@velo-care.com