Returns & Refunds
Return eligibility, return shipping, exchanges, defective goods, refunds and the EU statutory right of withdrawal.
Change of mind / normal return
For eligible non-defective goods returned under the standard commercial policy.
- Request within 14 calendar days after receipt.
- Customer pays return shipping.
- Items may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable.
- No restocking fee.
Damaged / defective / incorrect / incomplete
For goods affected by a product or fulfilment problem.
- Merchant pays applicable return shipping.
- For an exchange, merchant pays applicable return and replacement shipping.
- Mandatory statutory rights remain fully preserved.
EU 14-day withdrawal
Where EU distance-selling consumer rules apply.
- Consumers generally have 14 days from receipt to withdraw without giving a reason.
- Customer may bear return shipping where clearly disclosed before purchase.
- Required standard original delivery cost is refunded in accordance with applicable law.
Contact customer support first
To register a return, contact support@velquri.com within 14 calendar days after receipt where the standard return policy applies. Do not send goods to the registered company address unless the return instructions specifically direct you to do so.
Condition of normal returns
For a change-of-mind return, goods may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not remove mandatory statutory rights. For an EU statutory withdrawal, the consumer may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning, similar to an examination in a physical shop. Any reduction in value caused by handling beyond that may be addressed as permitted by applicable law.
Who pays shipping
For a normal non-defective return, the customer pays return shipping. For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return shipping cost. For a valid EU statutory withdrawal, return shipping may be the customer’s responsibility where that responsibility was clearly disclosed before purchase.
Direct exchanges
Direct exchanges are supported. For a normal exchange due to size preference, change of mind or personal preference, the customer pays the original return shipping and the replacement-item shipping cost. For damaged, defective, incorrect or incomplete goods, the merchant pays the applicable return and replacement shipping costs. No restocking fee is charged.
Refund timing and method
Approved refunds are generally returned to the original payment method. Our internal processing target is within 7 business days after returned goods are received and the necessary review is completed. Banks, card issuers or payment providers may take additional time to display the credit. This internal target does not extend, replace or reduce any mandatory statutory refund deadline.
EU statutory withdrawal refunds
Where the EU statutory right of withdrawal applies, refunds are made within the mandatory statutory deadline. Where permitted by law, the merchant may withhold the refund until the returned goods are received or the consumer supplies evidence of having sent them back, whichever condition is satisfied in accordance with applicable law.
Where required by applicable law, the standard original delivery cost is refunded. If the consumer chose a more expensive delivery option than the least expensive standard option offered, the supplementary amount above the standard delivery cost may be excluded to the extent permitted by law.
Personalised or made-to-order goods where applicable
If such products are offered, clearly personalised, custom-made or made-to-order goods may fall within a statutory withdrawal exception where applicable law permits. This does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
Mandatory statutory consumer rights
Nothing in this policy limits mandatory statutory consumer rights. Where a mandatory rule conflicts with a commercial return rule, the mandatory rule prevails.
