Cancellation, Return & Refund Policy

At Velnevo, customer satisfaction, product quality, and safety are our top priorities. We are committed to providing a fair and transparent shopping experience.

This Cancellation, Return & Refund Policy explains the conditions for order cancellations, product returns, refunds, exchanges, and customer support requests.

1. Allergic Reactions

At Velnevo, your health and safety are extremely important to us.

If you experience an allergic reaction after using one of our products, please discontinue use immediately and seek advice from a qualified medical professional.

To report an allergic reaction, contact our customer support team at support@velnevo.com.

Please include:

• Your order number.

• A description of the reaction.

• The date you started using the product.

• Supporting photographs, if available and appropriate.

Our team will carefully review your case and determine a suitable resolution, which may include a refund, replacement, or store credit.

Individual allergic reactions and sensitivities can vary. We encourage customers to review product ingredients and instructions before use.

Nothing in this policy excludes or limits any consumer rights or legal remedies available under applicable law.

2. Returns of Unopened Items

We understand that customers may occasionally change their minds about a purchase.

We accept eligible returns of unopened and unused products, subject to the following conditions.

Return Eligibility

Customers must contact us at support@velnevo.com within 14 days of receiving their order to request a return.

Products must:

• Be unused and unopened, with any applicable hygiene seal intact.

• Be in their original packaging where reasonably possible.

• Be in a condition suitable for resale.

• Include all original accessories and components.

Customers exercising an applicable statutory cancellation right have a further 14 days after notifying us to send the goods back.

Opening the outer shipping packaging does not, by itself, remove a customer's statutory cancellation rights.

Return Process & Shipping Costs

Once your return request is received, our team will provide the relevant instructions and confirm the return address.

For change-of-mind returns:

• Customers are responsible for the direct return shipping costs where permitted by law and disclosed before purchase.

• We recommend using a tracked shipping service.

• Returned products should be securely packaged to prevent damage during transportation.

For damaged, defective, or incorrect items caused by our error, Velnevo will cover the reasonable return shipping costs.

Refunds for Unopened Products

Upon receiving the returned product or acceptable proof of return, we will process the applicable refund in accordance with consumer law.

For eligible statutory cancellations, we will refund the product price and any required standard outbound delivery charge without imposing an administrative or handling fee.

For additional voluntary returns beyond statutory rights, any applicable deductions will be clearly communicated before the return is completed.

Refunds will normally be made to the original payment method unless another method is agreed upon.

Return Address

7 Copperfield Road
Coventry, West Midlands
England, CV2 4AQ
United Kingdom

Please contact our support team before sending your return so we can confirm the appropriate address and instructions.

Shipping Labels

Where a prepaid return label is provided, please follow the instructions issued by our team.

For customer-funded voluntary returns, any label cost charged or deducted from the refund will be disclosed before the return proceeds.

For returns resulting from our error or a qualifying defect, we will cover the applicable return shipping costs.

Where supported by the carrier, a digital shipping label or QR code may be provided.

Important Notes

• Please contact our support team before returning an item.

• Keep your shipping receipt and tracking information.

• Customers may request cancellation before their order is dispatched.

• Damaged, defective, or incorrect products are handled under Section 5.

• This policy does not restrict statutory consumer rights.

3. Return Eligibility & Hygiene

For health, safety, and hygiene reasons, certain sealed products may not be eligible for change-of-mind returns once their protective hygiene seal has been removed.

This restriction applies only where the relevant legal exemption permits it.

Opened or used products may still qualify for a refund, replacement, or other remedy under:

• Our Allergic Reactions Policy.

• Our 30-Day Satisfaction Guarantee.

• Our Damaged or Incorrect Items Policy.

• Applicable consumer protection laws.

Customers are encouraged to inspect their products carefully upon delivery and contact our team if they notice any issues.

4. 30-Day Satisfaction Guarantee

At Velnevo, we want our customers to feel confident about their purchases.

We offer an additional 30-Day Satisfaction Guarantee for eligible products.

Eligibility Requirements

• Customers must use the product according to the supplied instructions.

• If they are dissatisfied with the results, they may submit a claim within 30 days of receiving the product.

• Customers must provide their order number and a brief description of their experience.

• Claims must be submitted to support@velnevo.com.

Refund Calculation

For approved voluntary satisfaction-guarantee claims, the following conditions may apply:

• A processing and handling deduction of 15% of the eligible product price.

• Where the original order included free shipping, the actual outbound shipping cost may also be deducted.

• Any applicable deductions will be explained before the refund is processed.

These deductions apply only to this additional voluntary guarantee, where lawful, and never reduce or replace mandatory statutory refund rights.

If a product is faulty, incorrectly described, or otherwise qualifies for a statutory remedy, the relevant legal rights will take priority.

Important: Results may vary between individuals, and satisfaction claims will be reviewed according to the guarantee conditions.

5. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or contains the wrong product, please contact our customer support team at support@velnevo.com.

We recommend reporting delivery-related problems within 7 days of receiving the order so we can investigate quickly. This reporting period does not limit your statutory rights.

Please provide:

• Your order number.

• Clear photographs showing the problem.

• A photograph of the shipping label.

• Photographs of the outer packaging, if available.

• A brief explanation of the issue.

Once we have reviewed your claim, we will offer an appropriate solution in accordance with applicable law.

Depending on the circumstances, this may include:

• A replacement product.

• A full refund.

• Another appropriate legal remedy.

Where the product is confirmed to be faulty, damaged, or incorrectly supplied, Velnevo will cover the applicable return shipping costs.

Any qualifying refund will include the delivery charges required by law.

6. Refund Options

We provide the following refund options for eligible requests.

Full or Partial Refund

Approved refunds will normally be processed to the original payment method.

Where legally permitted, deductions may apply to additional voluntary return or satisfaction-guarantee arrangements, as explained in this policy.

No processing fee will be imposed on refunds where prohibited by applicable consumer law.

Store Credit

Customers may choose store credit when this option is available.

Store credit will only replace a monetary refund where the customer voluntarily agrees and applicable law permits it.

Product Exchange

Eligible products may be exchanged for another available item.

Any price differences and applicable shipping costs will be communicated before the exchange is confirmed.

7. Order Cancellations by Customers

We understand that customers may need to cancel an order after placing it.

Before Dispatch

Customers can request cancellation before their order has been dispatched.

Orders are generally prepared for shipment within 2 business days, often within 24 hours.

To request cancellation, please email support@velnevo.com immediately with your order number.

If the order has not been dispatched, we will arrange cancellation and a refund.

After Dispatch

Once an order has been dispatched, we may be unable to stop or intercept the shipment.

However, customers may still exercise any applicable return or statutory cancellation rights after delivery.

Please refer to Section 2 for return instructions.

8. Chargeback Policy

At Velnevo, we aim to resolve customer concerns quickly, professionally, and fairly.

We encourage customers to contact our support team before opening a payment dispute so we have an opportunity to investigate and resolve the issue.

However, customers retain their rights to contact their bank or payment provider.

If a chargeback is initiated, the relevant transaction may enter a formal dispute review process.

During this process, a separate refund for the same transaction may be temporarily paused to prevent duplicate reimbursement, subject to payment provider requirements and applicable law.

If a refund has already been issued, we may submit proof of that refund to the payment provider.

Our customer support team will cooperate with the investigation and provide relevant transaction information where necessary.

9. How to Request a Return, Refund, or Cancellation

For all return requests, refund inquiries, cancellations, or product-related concerns, please contact:

Customer Support Email: support@velnevo.com

When contacting us, include:

• Your full name.

• Your order number.

• The email address used during checkout.

• A clear description of your request.

• Supporting photographs, where applicable.

Our customer support team will review your request and provide the appropriate next steps.

10. Refund Method & Processing Timeline

Once a refund is approved and becomes due, Velnevo will process it promptly.

Refunds are normally issued to the original payment method used at checkout, unless the customer expressly agrees to another permitted method.

Refund Processing

• For UK statutory cancellations, refunds will be issued within the time limits required by law, generally no later than 14 days after we receive the returned goods or acceptable evidence of their return, whichever is earlier.

• Other approved refunds will be processed as promptly as reasonably possible.

• Once processed, refunds may take additional time to appear in the customer's account depending on the bank or payment provider.

Refunds commonly appear within approximately 7–15 business days after processing, although actual timelines vary.

After issuing a refund, we will provide confirmation where available.

If your refund has not appeared after the expected processing period, please contact support@velnevo.com for assistance.

11. Policy Modifications

Velnevo reserves the right to update or modify this Cancellation, Return & Refund Policy when necessary.

Any changes will be published on our official website and will take effect from the stated effective date or, if no date is specified, upon publication.

Changes will not retrospectively remove consumer rights or contractual protections applicable to existing purchases.

Customers are encouraged to review this page periodically for updates.

For questions regarding this policy, please contact support@velnevo.com.

Velnevo — Customer Satisfaction, Quality & Trust.