Refund policy

At Velora Sphere, customer satisfaction is important to us. We want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, our Return & Refund Policy explains how you can request a return or refund.

1. Return Policy – 30 Days

We offer a 30-day return policy, which means you have 30 days from the date of receiving your order to request a return.

To qualify for a return, your item must meet the following conditions:

  • The item must be in its original, unopened or unused condition, where applicable.

  • The product must be in new and resalable condition.

  • The item must be returned in its original packaging.

  • The product must include all original accessories, parts, and documentation, where applicable.

  • You must provide proof of purchase or your order confirmation.

Items that do not meet these conditions may not be eligible for a return, subject to applicable consumer protection laws.

2. Return Request and Shipping Deadline

To initiate a return, you must contact us by email within 30 days of receiving your order.

Once your return request has been approved, you must send the product back to us within 14 days of receiving our return instructions.

Please do not send any products back without contacting us and receiving return instructions first.

3. How to Request a Return

To request a return, please email us at:

Email: info@velorasphere.shop

Please include the following information in your email:

  • Your full name.

  • Your order number.

  • The item you wish to return.

  • The reason for your return.

  • Relevant photographs, if the product is damaged, defective, or incorrect.

Our customer support team will review your request and provide instructions on how to proceed.

4. Refund Policy – 10 Days

Once we receive and inspect your returned item, we will notify you whether your refund has been approved or rejected.

If your refund is approved, it will be processed within 10 business days of approval.

The refund will be issued to your original payment method.

Please note that the time it takes for the refunded amount to appear in your account may depend on your bank or payment provider.

If you have not received your refund after the stated timeframe, please contact us by email.

5. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from what you ordered, please contact us as soon as possible at info@velorasphere.shop.

Please provide your order number and clear photographs of the issue so we can investigate and arrange an appropriate resolution.

Your statutory rights remain unaffected.

6. Non-Returnable Items

Certain items may not be eligible for return, including:

  • Products that have been used, damaged, or altered after delivery by the customer.

  • Items returned without their original packaging, where the packaging is reasonably required for the return.

  • Products that are excluded from returns under applicable law.

These exclusions do not affect your statutory rights regarding faulty, misdescribed, or otherwise legally returnable goods.

7. Return Shipping Costs

Customers should contact us before arranging return shipping.

Where a return is requested because an item is faulty, damaged, incorrect, or not as described, we will handle the return in accordance with applicable UK consumer protection laws.

For other eligible returns, return shipping arrangements and costs will be communicated when your return request is approved.

8. Cancellations

If you wish to cancel an order, please contact us as soon as possible at info@velorasphere.shop.

If your order has not yet been dispatched, we will do our best to cancel it.

If your order has already been dispatched, you may need to follow our return procedure after receiving the item. Your statutory cancellation rights remain unaffected.

9. Your Statutory Rights

Nothing in this policy is intended to limit or exclude your rights under applicable UK consumer protection laws.

Depending on the circumstances, you may have additional rights regarding faulty, damaged, misdescribed, or unwanted products.

Where applicable, statutory rights will take precedence over any conflicting terms in this policy.

10. Contact Information

For all return, refund, or cancellation enquiries, please contact us:

Business Name: Velora Sphere

Email: info@velorasphere.shop

Phone Number: +44 284 066 2428

Business Address: Velora Sphere, Bridge Street, Banbridge BT32 3JL, United Kingdom

We appreciate your business and thank you for shopping with Velora Sphere.