Refund policy
At Velko, we are committed to providing high-quality products and ensuring customer satisfaction.
In accordance with applicable UK consumer law, you have the right to cancel your order within 14 days of receiving it, subject to the exceptions provided by law.
1. Return Conditions
Returns will only be accepted if the product:
- has not been used;
- has not been opened;
- is kept in its original packaging and is in perfect condition.
Any product that has been used, opened, or whose packaging has been damaged cannot be returned or refunded, except under our commercial money-back guarantee described below.
2. Right to Cancel
You have a legal period of 14 calendar days from the date you receive your order to inform us of your decision to cancel your purchase, provided that the product meets the conditions set out above.
3. Return Procedure
To start a return, please contact our customer service team at:
Please include:
- your order number;
- the reason for the return;
- photographs showing the product in its original condition (unused and unopened).
Once your return request has been approved, we will provide you with the return address.
👉 Return postage costs are the responsibility of the customer, unless the return is due to an error on our part or a defective product.
4. “Money-Back Guarantee”
In addition to your statutory rights, Velko offers a Money-Back Guarantee, including after the product has been used, subject to certain conditions.
To make a claim under this guarantee, you must provide:
- a clear video showing the product being used;
- evidence that the product was used in accordance with our instructions;
- evidence that the product did not provide the expected result despite being used correctly.
📧 Please send your request to:
and include:
- your full name;
- your order number.
Our team will review your request within 5 to 7 working days.
👉 If your request is approved, the refund will be issued to the same payment method used for the original purchase.
A refund under this commercial guarantee may be refused if:
- the product has been used incorrectly;
- the evidence provided is insufficient or does not allow us to verify the issue;
- the instructions for use have not been followed.
5. Damaged Product or Incorrect Order
If you receive a damaged product or an item different from the one you ordered, please contact us within 48 hours of receiving your order at:
Please include clear photographs of the packaging and the product received.
We will offer you a replacement or a full refund at no additional cost.
Important Information
This policy applies without affecting your statutory rights under the consumer protection laws applicable in your country of residence.
If you have any questions, our customer service team will be happy to assist you:
🌐 velko.uk