Refund policy
We want you to be completely happy with your purchase. If you are not, here is how returns and refunds work.
Your right to cancel (UK). Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. To do so, email support@veltoco.com before the 14 days are up.
How to cancel. To cancel within the 14-day period, simply email support@veltoco.com — no set form is required. If you prefer, you may use this model cancellation form: ‘To Ortevia Group Ltd (trading as Velto), 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ (support@veltoco.com): I hereby give notice that I cancel my contract of sale of the following goods [describe goods], ordered on / received on [date], [name], [address], [date].’
Our 60-day return promise. Beyond your legal rights, we accept returns for up to 60 days from delivery. Items must be unused, in their original condition and packaging, and in a resaleable state. This voluntary promise is in addition to your statutory rights above and does not affect them — the unused and original-packaging condition applies only to this 60-day promise, not to your 14-day cancellation right, under which you may inspect and handle an item as reasonably necessary to determine its nature and function (as you would in a shop) and still cancel — we may only reduce a refund to reflect any diminished value from handling beyond what is reasonably necessary.
How to return an item. Email support@veltoco.com with your order number and the reason for return. We will reply within 24–48 hours with a return address and simple instructions. Please do not send anything back before contacting us.
Return postage. Customers are responsible for the cost of return postage, unless the item is faulty, damaged, or not as described — in which case we cover it. We recommend using a tracked service, as we cannot be responsible for items lost on their way back to us.
Refunds. Once we have received and inspected your return, we will refund your original payment method within 5–10 business days. We refund the full product price (as shipping is free, there is no delivery charge to refund).
Faulty or damaged items. If your item arrives faulty, damaged, or not as described, contact us within 60 days and we will arrange a replacement or full refund — including any return postage — at no cost to you. This does not affect your statutory rights under the Consumer Rights Act 2015.
Exchanges. The fastest way to get a different item is to return the original (as above) and place a new order.
Velto is a trading name of Ortevia Group Ltd, a company registered in England and Wales (company no. 17301253). Registered office: 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom. Contact: support@veltoco.com · +44 7454 728902 · Monday to Friday, 8 AM–6 PM GMT (we respond within 24–48 hours).