Return & Refund Policy

At Vellora Health, we want every customer to feel confident and supported when shopping with us.
If something isn’t right with your order, we’re here to help.

Not satisfied with your purchase?

You can choose one of the following options:

1. Return within 30 days

If your item is unused and in its original condition, you may return it within 30 days of receiving it for a full refund.

2. Damaged or defective items

If your order arrives damaged or faulty, please email us clear photos of the issue.
In many cases, our support team can resolve the problem quickly without asking you to return the item.

Once your return is approved — or your claim is validated by photos — refunds are typically processed within 5 business days.
Depending on your payment provider, the refund may take a few extra days to appear.

Returning an item by post

You have 30 days from the delivery date to request a refund or exchange.

Important return guidelines

  • Items bought as part of value bundles or special promotions cannot be returned.

  • Return shipping costs are always the responsibility of the customer.

  • Returns without a valid Track & Trace number cannot be processed.

Hygiene & Safety Policy

For health and hygiene reasons, the following items cannot be returned or refunded:

  • Bras, lingerie, underwear

  • Makeup, skincare, beauty products

  • Opened lotions, gels, personal-care items

  • Shapewear or products that come into direct contact with the skin

This policy follows standard UK health & beauty industry guidelines.

How to start a return

1. Contact us first

Email us at info@vellora-health.co.uk with your order number.
Our team will provide the correct return address and next steps.

⚠️ We use multiple fulfilment centers — returns sent without approval or to the wrong location cannot be processed.

2. Send the item back

  • Always include the return form.

  • Use a traceable shipping method.

  • Return costs are paid by the customer.

3. Receive your refund

Once your return is received and approved, we will issue your refund within 5 business days.

Order Cancellations

  • Orders may be cancelled within 12 hours after purchase, provided they have not yet shipped.

  • Cancellations are free of charge.

  • Once an order has been dispatched, it can no longer be cancelled or modified.

⚠️ Do not refuse delivery — refused packages are not returned to our warehouse and cannot be refunded.

Damaged or Incorrect Items

If something is missing, damaged, or incorrect, notify us within 14 days of delivery at info@vellora-health.co.uk.

Please include:

  • Clear photos of the item

  • A photo of the packaging label

After review, we will send a replacement or process a refund.

Return Address

🔁 All returns must be sent to our main warehouse in China.
Please ensure you are willing to cover the international return costs before initiating a return.

📦 We strongly recommend sending returns using a tracked shipping method.
Returns without tracking cannot be processed.

Important Return & Shipping Rules

  • Refused deliveries will not be returned to our warehouse and therefore are not eligible for a refund.

  • Incorrect return address: returns sent without authorisation or to the wrong address cannot be processed.

  • Wrong/incomplete shipping address at checkout: orders that cannot be delivered due to incorrect address details are not eligible for a refund. You may choose to have the order re-shipped at your own cost.

Need Assistance?

Our customer care team is ready to help.
📩 Email: info@vellora-health.co.uk