Refund policy

Returns and Refund Policy

Change-of-mind returns

You may cancel most online purchases within 14 days of receiving your order. To request a return, email  support@veldo.ie  within this period, quoting your order number and the item you wish to return.

Please do not return products without contacting us first. We will provide the appropriate return address and instructions. Unauthorised returns may not be accepted.

After notifying us, you must send the product back within 14 days. You are responsible for return postage for change-of-mind returns. Products should be handled only as necessary to inspect them. We may reduce the refund if unnecessary handling has reduced their value.

Refunds

Once we receive and inspect the returned product, we will notify you of the outcome. Approved refunds will be issued to the original payment method within 14 days. We may wait until we receive the product, or evidence that it has been sent back, before issuing the refund.

Where required by applicable consumer law, we will also refund the standard outbound delivery charge. Additional costs for an upgraded delivery service are not refundable.

Your bank or payment provider may take additional time to show the refund in your account.

Faulty, damaged or incorrect products

Please contact  support@veldo.ie promptly if an item arrives faulty, damaged, incorrect or not as described. Include your order number and clear photographs where appropriate so we can assess the issue.

If the claim is accepted, we will arrange an appropriate remedy, which may include a replacement, repair, price reduction or refund. Veldo will cover reasonable return costs when a product is faulty, damaged, incorrect or not as described.

Items that cannot be returned

Unless faulty or otherwise required by law, we cannot accept returns for:

• Personalised or made-to-order products
• Sealed products that are unsuitable for return for health or hygiene reasons once unsealed
• Products that deteriorate or expire rapidly
• Digital content once downloading or access has begun, where you agreed to waive your cancellation right

Cancelling before dispatch

If you want to cancel an order before it has been dispatched, contact  support@veldo.ie as soon as possible. We cannot guarantee cancellation once fulfilment has started. If the order has already been dispatched, the standard returns process applies.

How to request a return or cancellation

Email  support@veldo.ie with:

• Your name
• Order number
• Product name
• Reason for the request
• Whether you want a return, replacement or cancellation

We will reply with the next steps and, where applicable, the correct return address. Do not send a return to the address shown on the original parcel unless we specifically instruct you to do so.

This policy does not affect your statutory consumer rights.