LOGISTICS AND SUPPORT
Our mission at Velora is to ensure swift delivery and total clarity at every stage. Below, we detail our shipping guidelines along with the exchange and return protocols applicable in the UK.
DELIVERY TIMES
- Dispatch: 1 to 2 days. Standard: Delivery within 3–5 working days. Priority: Receive within 2 working days immediately after parcel dispatch.
SHIPPING COSTS
- Orders over £40: Free. Under £40: £3.99 fee. Priority Shipping: £6.99 for any selected order volume despite the total cost.
ORDER TRACKING
As soon as your order has been dispatched, you will receive a tracking code via email to monitor the delivery journey in real-time to your UK address.
RETURNS AND REFUNDS POLICY
RIGHT TO CANCELIn accordance with the UK Consumer Contracts Regulations, you have the right to cancel your purchase and withdraw from the contract within 14 days of receiving your items, without needing to justify your decision.RETURNS WINDOWFor your convenience, we offer a total period of 30 days to process any return, counted from the date of delivery.ACCEPTANCE REQUIREMENTSIn order for us to validate your return, products must:- Show no signs of use and be in their original condition;- Be stored in the original packaging, properly preserved;- Be sent together with proof of purchase (invoice or order number).HYGIENE RESTRICTIONSFor sanitary and animal safety reasons, we do not accept the return of:- Food or snacks whose packaging has been opened;- Hygiene and grooming accessories that have come into direct contact with the pet;- Any other sealed products where the seal has been broken.HOW TO PROCEED WITH A RETURN1. Send an email to support@velorapets.co.uk mentioning the order number and the reason for your request;2. Await instructions and the shipping label, if applicable;3. Carefully pack the item and carry out the return dispatch;4. After our technical validation, you will receive a notification regarding the status of your refund.REFUND PROCESSINGApproved amounts will be refunded via the payment method used for the purchase within 5 to 10 working days after receipt. Please note that the initial shipping cost is non-refundable, except in cases of manufacturing defects or errors by our shop.DAMAGED OR INCORRECT PRODUCTSIf you detect any damage or receive the incorrect item, you must report the situation within 48 hours using photographs. We will ensure a free exchange or full refund, covering all logistical costs.ITEM EXCHANGESFor a faster replacement, we suggest that you formalise the return of the product and make a new purchase on the website once your refund has been processed successfully.
Need help with an order or have questions about your data? Speak now with our official support department.
TERMS & CONDITIONS
Website UseBy using velorapets.co.uk, you agree to these terms. You must be 18 years or older, or have parental consent, to place an order.Product InformationWe do our best to display product details, colours, and prices accurately. Small variations may occur due to photography or supplier updates. We reserve the right to correct pricing errors.Orders and PaymentAll orders are subject to acceptance and stock availability. Payment is made at the time of ordering via [Visa, Mastercard, PayPal, Apple Pay, Google Pay]. We reserve the right to refuse or cancel any order at our discretion (e.g. suspicion of fraud, pricing error, lack of stock), with a full refund in these cases.Prices and CurrencyAll prices are displayed in Pounds Sterling (£) and include VAT where applicable. Shipping costs are calculated separately at the checkout.Intellectual PropertyAll website content — texts, images, logo, and design — belongs to Velora Pet Care and may not be reproduced without authorisation.Limitation of LiabilityWe are not responsible for indirect or consequential losses arising from the use of our products or website, except for those provided for under UK consumer protection legislation.Governing LawThese terms are governed by the laws of England and Wales. Any dispute will be subject to the exclusive jurisdiction of the courts of England and Wales.
FREQUENTLY ASKED
How can I track my order?You will receive a tracking link via email as soon as the order has been dispatched.What if my item arrives damaged?Please contact us within 48 hours with photos, and we will resolve it quickly with a replacement or refund.Can I change or cancel my order after it's placed?Contact us as soon as possible at support@velorapets.co.uk — we can usually change it if the order has not yet been dispatched.Do you offer a warranty on products?[Specify if applicable, e.g. electronics such as feeders/cameras]