Refund policy


Last Updated: March 2026

At Velzes, your satisfaction is important to us. If your purchase does not meet your expectations, we are here to help.

This Refund & Return Policy applies to orders delivered within the United Kingdom.

1. Returns Overview

We accept returns for both defective and non-defective products, subject to the conditions below.

Policy Item Details
Countries Covered United Kingdom
Returns Accepted Yes, for defective and non-defective products
Exchanges Not accepted
Return Window 30 days from delivery
Product Condition New, unused, and in original condition only
Return Method By mail
Return Label Free for defective/damaged returns where applicable
Restocking Fee No cost
Refund Method Original payment method
Refund Processing Time Within 10 business days after approval

2. 30-Day Return Window

We offer a 30-day return period from the date your order is delivered.

If you are not satisfied with your purchase, you may request a return within this timeframe, provided the item meets the return conditions stated in this policy.

Refunds are issued to the original payment method and in the same currency used at checkout.

3. Return Eligibility

To qualify for a return:

  • The item must be unused
  • The item must be in the same condition as received
  • The item must be returned in its original packaging
  • Proof of purchase is required
  • The return request must be submitted within 30 days of delivery
  • The return must be authorized before being sent

4. Non-Returnable Items

We are unable to accept returns for:

  • Used or opened items
  • Items damaged due to misuse
  • Items not returned in original condition
  • Returns sent without prior authorization

5. Return Shipping Costs

Return shipping responsibility depends on the reason for the return.

Reason for Return Shipping Responsibility Outcome
Change of Mind Customer arranges and pays for return shipping Refund issued once return is received and approved
Defective or Damaged Item Velzes will provide a free return solution, replacement, or cover reasonable return shipping costs where applicable Refund or replacement offered after review

If you arrange your own return shipping, we recommend using a tracked service, as Velzes is not responsible for items lost in transit.

6. How to Return an Item

Step 1: Request a Return
Contact us at support@velzes.com within 30 days of delivery.

Step 2: Receive Return Authorization and Address
We will review your request and, if approved, provide the appropriate return address together with detailed return instructions. The return location may vary depending on the product and fulfilment location. Returns must not be sent until authorization has been provided.

Step 3: Send Your Item
Returns are accepted by mail only. Please send the item according to the instructions provided.

Step 4: Inspection
Once received, your item will be inspected to confirm it meets the return conditions.

7. Returns & Issues

We accept returns within 30 days of delivery.

Return Authorization

All returns must be approved in advance by our support team. Customers must not send items back without receiving written return authorization and return instructions.

Return Handling Locations

Returns are handled through our centralized returns processing system. Depending on the product type and fulfilment location, returns may be directed to either:

  • Our UK return handling address, or
  • An approved international fulfilment return centre

You will always receive the correct return address and instructions once your return request is approved.

Important Return Policy Notes

  • Returns sent without authorization may not be accepted
  • Customers must follow the provided return instructions carefully
  • Return shipping responsibility:
    • Change-of-mind returns: customer covers return shipping
    • Defective or damaged items: we will provide a replacement or cover reasonable return costs where applicable

Damaged or Incorrect Items

If your item arrives damaged or incorrect, please contact us with:

  • Order number
  • Clear photos of the issue

Contact for Returns

support@velzes.com

8. Refunds

You will be notified once your return has been reviewed.

If approved:

  • Refunds are processed to your original payment method
  • Refunds are issued within 10 business days after approval
  • Your bank or payment provider may take additional time to post the refund

If more than 20 business days have passed since your refund was approved, please contact support@velzes.com.

9. Exchanges

We do not offer direct exchanges.

If you want a different item, please return your original item in accordance with this policy and place a new order separately.

10. Cancellations

Orders may be cancelled within 2 hours of purchase by contacting support@velzes.com.

After this period, the order may already have entered processing. If so, you may still return the item after delivery under this policy.

11. Company Information

        • Website Name: Velzes
        • Company Name: Mooskaa LTD
        • Address: 17 King Edward's Road, HA4 7AE, London, United Kingdom.
        • E-Mail: support@velzes.com
        • Contact Us: Here
        • Phone: +44 7418 396773
        • Business Number: 14225989

        Customer Service Opening Hours:

        • Monday to Friday: 09.00 a.m. – 6.00 p.m.
        • Saturday and Sunday: Closed
        • Time Zone: (GMT)

        Response Hours: We aim to respond within 1 Business day