Refund policy

VELA-ROUGÉ Returns & Refund Policy

At VELA-ROUGÉ, each order is prepared specifically for the customer. We do not offer discretionary refunds, exchanges or returns outside of your statutory consumer rights.

Change of Mind

If you are a UK consumer purchasing online, you may have a legal right to cancel your order within 14 days of receiving your goods. Where this right applies, you must notify us within this period.

After notifying us of your cancellation, the goods must be returned within 14 days.

Items must be returned unworn, unused and in their original condition, with all original tags and packaging where applicable. Customers are responsible for the cost of returning unwanted items unless the item is faulty, damaged or incorrect.

We may make a deduction from a refund where the value of the goods has been reduced as a result of handling beyond what would reasonably be necessary to inspect the item.

Personalised or Custom-Made Items

Where an item has been made to your specifications or clearly personalised, the statutory right to cancel for a change of mind may not apply. This does not affect your rights where an item is faulty, damaged or not as described.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible after receiving it.

We may request photographs or other information to help us assess the issue. Your statutory rights under UK consumer law are not affected by this policy.

Refunds

Where a refund is required, it will be issued to the original payment method after the return has been received and assessed, where applicable.

Processing times after a refund is issued may vary depending on your bank or payment provider.

Non-Returnable Items

For hygiene reasons, certain items may not be eligible for return once unsealed where applicable. Personalised or custom-made products may also be excluded from change-of-mind cancellation rights as explained above.

Contact

For any return, cancellation or order issue, please contact VELA-ROUGÉ using the contact details provided on our website.

Nothing in this policy limits or excludes any rights you have under applicable UK consumer law.