Refund policy

Return and Refund Policy

At Veloce Hub, we want you to be completely satisfied with your purchase. As a UK-based retailer, our policy is designed in full compliance with UK Consumer Rights legislation and Shopify Payments terms of service to ensure a transparent, fair, and seamless experience.

1. Right to Cancel (14-Day Cooling-Off Period) Under the UK Consumer Contracts Regulations, you have the legal right to cancel your order within 14 days of receiving your items without giving any reason.

  • To exercise your right to cancel, you must inform us of your decision by contacting our support team at velocehub@outlook.com.

  • You then have an additional 14 days from the date you notify us to return the item(s) back to us.

2. Return Eligibility & Conditions To be eligible for a full refund, returned items must meet the following criteria:

  • The item must be unused, unworn, and in the same condition that you received it.

  • The item must be in its original packaging, including all tags, cases, microfibre cloths, straps, and protective materials.

  • Proof of purchase (such as your order confirmation email or order number) must be provided.

3. Damaged, Faulty, or Incorrect Items Under the UK Consumer Rights Act 2015, if you receive an item that is faulty, damaged, or not as described:

  • Please inspect your order upon receipt and contact us immediately at velocehub@outlook.com with photos or videos of the issue.

  • If reported within 30 days of delivery, you are entitled to an immediate full refund or a free replacement.

  • We will cover all reasonable return postage costs for faulty or incorrect items.

4. How to Initiate a Return

  1. Send an email to velocehub@outlook.com with your Order Number and the reason for return.

  2. Our customer support team will provide you with the correct UK return address and instructions.

  3. Package the item securely to prevent damage during transit. (Please note: Returns sent back without prior authorization will not be accepted.)

5. Return Shipping Costs

  • Customer Responsibility: For standard returns or cancellations (non-faulty items), the customer is responsible for paying the direct cost of return shipping.

  • Recommendation: We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of returned items without tracking.

6. Refunds Process

  • Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved, your refund will be processed promptly back to your original method of payment (via Shopify Payments).

  • Refunds typically appear on your bank statement within 3–5 working days, depending on your card issuer.

7. Non-Returnable Items Certain types of goods cannot be returned due to health, hygiene, or safety reasons once opened, including:

  • Hygiene-sensitive accessories or personal care products if the protective seal is broken.

  • Customised or personalised goods.

8. Contact Us For any questions regarding returns, refunds, or cancellations, please reach out to our team:

  • Store Name: Veloce Hub

  • Email Support: velocehub@outlook.com

  • Telephone: +44 7459366582