We want you to be completely satisfied with your Velrox order. If something is not right or you have changed your mind about your purchase please review the information below.

This policy explains how returns and refunds are handled and does not affect your statutory rights.

Before returning any product please contact our Customer Service Team through our Contact Us page.

Please include your order number and details of the item you wish to return. If there is an issue with the product we may also ask you to provide photographs so we can investigate.

Please do not send products back to us without contacting our team first.

If you change your mind about an online purchase you can notify us that you wish to cancel your order within 14 days of receiving it.

You then have a further 14 days to return the product to us.

To qualify for a return:

• Products must be unused and unopened
• All seals must remain completely intact
• Products must be returned in their original packaging
• Products must be in a resellable condition
• Proof of purchase must be provided

As Velrox products are ingestible supplements we cannot accept unwanted products once the protective seal has been opened or broken for health and hygiene reasons.

This does not affect your rights if the product is faulty or not as described.

For unwanted items or change of mind returns the cost of returning the product is the responsibility of the customer.

We recommend using a tracked delivery service when returning an order as Velrox cannot be responsible for items lost during return transit.

If your return is required because we supplied an incorrect product or because the product is faulty or damaged we will cover reasonable return costs where a return is required.

Once your return has been received it will be inspected before the refund is processed.

Approved refunds will be returned to the original payment method.

Where an entire eligible online order is cancelled within the statutory cancellation period we will also refund the cost of our standard delivery service. Any additional cost paid for an upgraded or premium delivery service will not be refunded.

If only part of an order is returned the original delivery charge will not normally be refunded.

If your Velrox product arrives damaged or you believe there is a fault with the product please contact our Customer Service Team as soon as possible.

Please provide:

• Your order number
• The name of the affected product
• A description of the issue
• Clear photographs where appropriate

Please keep the product and its original packaging until our team has reviewed the issue.

Where a product is confirmed to be faulty or not as described we will provide an appropriate resolution which may include a replacement or refund in accordance with your statutory rights.

Every Velrox order is carefully prepared but mistakes can occasionally happen.

If you receive an incorrect product or an item is missing from your order please contact us as soon as possible and preferably within 48 hours of delivery.

Please provide your order number and details of the issue so our team can investigate and resolve it quickly.

Reporting an issue outside this preferred timeframe does not affect any statutory rights you may have.

Nothing in this Returns & Refund Policy affects your statutory rights.

Under UK consumer law goods must be of satisfactory quality and fit for purpose and as described. Where a product is faulty or does not meet these requirements you may be entitled to a refund or replacement or another appropriate remedy under the Consumer Rights Act 2015.

For online purchases you may also have cancellation rights under the Consumer Contracts Regulations 2013.

Independent consumer advice is available through Citizens Advice and your local Trading Standards service.

If you have any questions about a return or refund or an issue with your Velrox order please contact our Customer Service Team.

We will always aim to resolve any issue as quickly and fairly as possible.