HVelorae.uk
Return Policy

Return Policy

Return Policy

Find out how returns work, which products are eligible, and how to request a return.

Review the return policy before sending goods back so we can process your request as quickly as possible.

Quick guide

Return Policy at a glance

Returns overviewHow return requests are reviewed.Return eligibilityWhich products may be returnable.Return time windowWhen return requests should be made.Items that cannot be returnedCommon exclusions and review cases.How to start a returnInformation customers should provide.Return condition requirementsPackaging and product condition.Return shippingWho arranges and pays for return transport.Damaged or incorrect itemsWhat to do if something is wrong.ExchangesHow exchange requests are handled.Contact supportWhere to get return help.

How return requests are reviewed.

Returns overview

Returns overview. Return requests are reviewed against order status, product condition, packaging, and eligibility.

Customers should contact support before sending goods back so the correct return route can be confirmed.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

Which products may be returnable.

Return eligibility

Return eligibility. Eligible products are usually unused, uninstalled, unmodified, and returned with suitable packaging.

Special order, bespoke, damaged after delivery, or installed products may need a separate review.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

When return requests should be made.

Return time window

Return time window. Return requests should be made within the timeframe stated in the current policy.

The admin team can update the exact period here once final legal wording is agreed.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

Common exclusions and review cases.

Items that cannot be returned

Items that cannot be returned. Some items may be excluded if they are made to order, installed, altered, used, or missing original parts.

Support can confirm whether a product is eligible before a customer arranges transport.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

Information customers should provide.

How to start a return

How to start a return. Customers should provide the order number, product name, reason for return, photos, and preferred contact details.

Clear information helps support issue the correct instructions and reduce delays.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

Packaging and product condition.

Return condition requirements

Return condition requirements. Returned goods should be protected against damage during transport.

Corners, valves, brackets, and accessories should be packed carefully and kept together.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

Who arranges and pays for return transport.

Return shipping

Return shipping. Return shipping may depend on the reason for return and the product type.

Bulky goods may require collection services or approved carriers to avoid damage.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

What to do if something is wrong.

Damaged or incorrect items

Damaged or incorrect items. Customers should report incorrect or damaged items quickly with clear photos.

Support can advise whether a replacement, collection, exchange, or refund review is appropriate.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

How exchange requests are handled.

Exchanges

Exchanges. Exchange options depend on stock availability, return eligibility, and price difference.

Support can explain whether a replacement order or return-and-repurchase route is best.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

Where to get return help.

Contact support

Contact support. Use the contact page to ask return questions before sending goods back.

Include the order number and a short description so the request can be routed quickly.

Key points

  • Information on this page is provided to make customer expectations clear before and after ordering.
  • Admin teams can update this section from Admin > Pages whenever the policy changes.
  • Customers should keep their order number, product details, and photos ready when contacting support.

FAQs

Policy questions

Can I return a product?+

Eligible unused and uninstalled products can usually be reviewed for return. Contact support before sending goods back.

Do I need original packaging?+

Packaging should protect the goods in transit. Original packaging is preferred where available.

Can I exchange an item?+

Exchange options depend on return eligibility, stock, and any price difference.

Support

Need to request a return?

Contact support before arranging transport so the team can confirm the correct return route.

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