Returns & Exchanges

At Velency Living, we want you to be completely satisfied with your purchase. If you need to return or exchange an item, please review our policy below.

1. Returns Policy

You have the right to return a product within 30 days of receiving it, provided that the following conditions are met:

The item must be in its original, unused condition, with all packaging intact and no signs of use, damage, or modifications.
Items purchased as part of a set or bundle must be returned as a complete set.
Return shipping costs are not covered unless the item is defective or incorrect.
Items purchased during special sales or clearance events are considered final sale and cannot be returned unless faulty.
Certain products may be non-returnable for hygiene reasons or other exclusions, as specified at the time of purchase.

Your statutory rights under UK consumer law remain unaffected by this policy.

2. How to Request a Return

To initiate a return, please email info@velency-living.com with the subject "Return Request" and include the following details:

Order number
Product name(s)
Reason for return
Photos or videos (if the item is faulty or damaged)

Once your request is reviewed, we will provide a return authorization number and instructions on where to send the item.

Important: Returns sent without prior approval may not be processed.

3. Exchange Policy

We only replace items if they are defective or damaged. If you need an exchange for the same item, please contact us at info@velency-living.com to receive a return authorization number.

Once the returned item has been inspected and approved, we will send a replacement at no additional cost.

4. Refund Process

Once we receive and inspect your returned item, we will:

Notify you via email that your return has been received.
Approve or reject the refund based on the condition of the returned product.
If approved, process the refund within 2-3 business days to your original payment method.

Please note: Refunds may take up to 30 days to appear in your account, depending on your payment provider.

5. Late or Missing Refunds

If you have not received a refund:

Check your bank account.
Contact your credit card provider, as processing times vary.
Contact your bank, as refunds may take time to be reflected.
If you have completed all steps and still have not received your refund, email us at info@velency-living.com.

6. Faulty, Incorrect, or Missing Items

If you receive an item that is faulty, incorrect, or missing, please contact us within 48 hours of delivery with the following details:

Order number
Name of the item
Photos or videos showing the issue

We will arrange for a replacement or a full refund, including shipping costs, if applicable.

7. Cancellations & Order Changes

Due to our automated order processing system, we cannot guarantee order cancellations or modifications once an order has been placed.

If you need to change your shipping address or order details, please contact us as soon as possible.
Velency Living is not responsible for orders delivered to incorrect addresses due to incorrect details provided at checkout.

8. Shipping for Returns

Customers are responsible for return shipping costs, unless the return is due to an error on our part (e.g., faulty or incorrect item).
For returns valued over £75, we recommend using a tracked shipping service or purchasing shipping insurance. Velency Living is not responsible for lost return shipments.

9. How to Return an Item

If you wish to return an item, please ensure:

The item is in its original condition with all labels and packaging intact.
You obtain a tracking number for your return. The sender is responsible for ensuring the package reaches us.
You contact us before sending the return to obtain a return authorization number.

Once we receive and approve your return, the refund will be processed within 14 days.

10. Policy Updates

Velency Living reserves the right to modify this return policy at any time. The latest version will always be available on our website.