Terms of Service

Last updated: 16/03/2025

Welcome to Velency Living! These Terms of Service ("Terms") outline the terms and conditions that govern your use of our website www.velency-living.com (the "Website") and any purchases made through it. By accessing or using our Website, you agree to these Terms.

If you do not agree with these Terms, please do not use our Website or purchase our products.

1. Company Information

  • Business name: Elevra Global Ltd.
  • Registration number: 77893266
  • Address: Rm 509, 5/F The Cloud 111 Tung Chau St Tai Kok Tsui Hong Kong
  • E-mail: info@elevraglobal.com

  • Phone: +447491596839
    All emails will be answered within 24 hours on working days.
    Opening hours:
    Monday - Friday: 08:00 - 18:00
    Saturday - Sunday 11:00 - 17:00

2. Eligibility & Account Registration

2.1 Eligibility
To use our Website or place an order, you must:

  • Be at least 18 years old or have permission from a legal guardian.
  • Provide accurate and truthful information when placing an order.

2.2 Account Registration (if applicable)

  • You may create an account to track your orders.
  • You are responsible for maintaining the confidentiality of your account details.
  • Velency Living reserves the right to suspend or terminate any account that violates these Terms.

3. Orders & Payments

3.1 Placing an Order

  • By placing an order, you make an offer to purchase a product under these Terms.
  • We reserve the right to accept or reject any order.

3.2 Pricing & Payment

  • All prices are in GBP (£) and include VAT (if applicable).
  • We accept major debit/credit cards, PayPal, and other payment options displayed at checkout.
  • If a pricing error is found after your order is placed, we reserve the right to cancel your order and issue a refund.

3.3 Fraud Prevention

  • Orders flagged as suspicious may require additional verification.
  • We reserve the right to refuse service to customers suspected of fraudulent activity.

3.4 Order Confirmation & Cancellation

  • After placing an order, you will receive a confirmation email.
  • Orders can only be cancelled within 24 hours if they have not been shipped.

4. Shipping & Delivery

4.1 Processing Times

  • Orders are typically processed within 1-3 business days (excluding weekends and public holidays).

4.2 Delivery Times & Costs

  • UK Mainland: 3-6 business days (free standard shipping)
  • International Shipping: Available, with costs calculated at checkout.

4.3 Customs & Duties (for international orders)

  • Buyers are responsible for any customs duties, VAT, or import taxes imposed by their country.

4.4 Failed Deliveries & Incorrect Addresses

  • If an incorrect address is provided, we are not responsible for lost shipments.
  • If an order is returned due to an incorrect address, additional shipping fees may apply for redelivery.

5. Returns, Refunds & Exchanges

5.1 Return Policy

  • Returns are accepted within 30 days of delivery for unused and unopened items in original packaging.

5.2 How to Request a Return

  • Contact us at info@velency-living.com with your order number.
  • Return shipping costs are the buyer’s responsibility, unless the item was faulty or incorrect.

5.3 Refunds

  • Refunds will be processed within 14 days of receiving the returned item.
  • Original shipping costs are non-refundable unless the return is due to a fault on our part.

5.4 Damaged or Faulty Products

  • If your item arrives damaged or faulty, contact us within 48 hours of delivery with photos as proof.
  • We will offer a replacement or refund depending on the circumstances.

6. Product Information & Warranty

6.1 Accuracy of Product Descriptions

  • We aim for accurate product descriptions and images, but slight variations may occur.

6.2 Warranty

  • Most products come with a standard manufacturer’s warranty.
  • The warranty does not cover damage caused by misuse, neglect, or improper handling.

7. Intellectual Property Rights

7.1 Ownership

  • All Website content, including images, text, and logos, is owned by Velency Living and protected under intellectual property laws.

7.2 Restrictions

  • You may not copy, modify, distribute, or use our content for commercial purposes without written permission.

8. External Links & Third-Party Services

8.1 External Websites

  • Our Website may link to third-party sites for additional services.
  • Velency Living is not responsible for the accuracy, security, or policies of external websites.

8.2 Third-Party Payment Services

  • Payments are processed through secure third-party providers.
  • Velency Living does not store your payment details.

9. Privacy & Data Protection

9.1 Privacy Policy

  • Your personal data is processed in accordance with our Privacy Policy.

9.2 Cookies

  • Our Website uses cookies to improve functionality. By using our Website, you consent to cookie use. See our Cookie Policy for details.

10. Limitation of Liability

10.1 General Liability
Velency Living is not liable for:

  • Indirect, incidental, or consequential damages.
  • Delays in delivery caused by external factors (e.g., courier issues, customs delays).
  • Losses resulting from product misuse.

10.2 Force Majeure

  • We are not responsible for failure to fulfill obligations due to events beyond our control (e.g., natural disasters, supply chain disruptions, or government actions).

11. Complaints & Dispute Resolution

11.1 How to File a Complaint

  • Contact info@velency-living.com with your order number and issue details.
  • We aim to resolve complaints within 14 days.

11.2 Governing Law

  • These Terms are governed by UK law.
  • Disputes will be handled in UK courts, unless otherwise required by consumer protection laws.

11.3 Alternative Dispute Resolution (ADR)

  • If a dispute cannot be resolved, you may use the UK Alternative Dispute Resolution (ADR) scheme or the EU Online Dispute Resolution (ODR) platform:
    https://ec.europa.eu/consumers/odr/

12. Changes to These Terms

12.1 Updates to Terms

  • We reserve the right to amend these Terms at any time. The latest version will always be available on our Website.

12.2 Notification of Changes

  • If significant changes occur, we will notify customers via email or a notice on our Website.

13. Contact Information

  • Business name: Elevra Global Ltd.
  • Registration number: 77893266
  • Address: Rm 509, 5/F The Cloud 111 Tung Chau St Tai Kok Tsui Hong Kong
  • E-mail: info@elevraglobal.com
  • Phone: +447491596838
    All emails will be answered within 24 hours on working days.
  • Opening hours:
    Monday - Friday: 08:00 - 18:00
    Saturday - Sunday 11:00 - 17:00