Returns & refunds policy

The short version

• Changed your mind? Send it back unopened within 30 days of delivery. You pay the return postage.
• Paid cash on delivery? Refunds are still sent by bank transfer, so we will ask where to send it.
• Something wrong with it? Faulty, damaged or not what you ordered? We pay everything, and you usually do not need to send it back.
• Already opened it? Sealed consumables cannot be resold, so opened items are not returnable unless there is something wrong with the product.
• Always contact us first. Returns sent without notice cannot be matched to an order.

What can be returned

Items are accepted back within 30 days of the delivery date when all of the following are true:

• The manufacturer’s safety seal and any shrink wrap are intact and unbroken.
• The item is in the condition it arrived in, with its original packaging and labels.
• It is not marked, written on, or missing parts of its packaging.
• You have contacted us first and been given return instructions.

What cannot be returned

These are ingestible products, so once a seal is broken the item cannot be sold to anyone else and cannot be verified as untampered. For your safety and everyone else’s, the following are not returnable for a change of mind:

• Any item with a broken seal, opened pouch, opened tub or opened stick pack.
• Items returned more than 30 days after delivery.
• Items damaged after delivery through storage, heat or handling.
• Items bought elsewhere. We can only handle what we sold you.

This does not apply where the product itself is faulty, was damaged in transit, or is not the item you ordered. Those are covered below and are always put right.

How to start a return

1. Email help@velerynshop.com within 30 days of delivery, quoting your order number.
2. Say which items you want to return and why. A photo helps if something is wrong.
3. You will get a reply within 1 business day confirming the return and giving you the return address and a reference to write on the parcel.
4. Send the items back with tracking. Keep the receipt, because an untracked parcel that never arrives cannot be refunded.
5. Once the return arrives and is checked, the refund is issued within 5 business days.

Return address

Please still contact us before sending anything. An unannounced parcel with no reference cannot be matched to an order and cannot be refunded.

Who pays return shipping

• Change of mind: you pay the return postage, and the original shipping charge is not refunded.
• Faulty, damaged or incorrect item: Veleryn Shop pays. You are reimbursed for reasonable tracked return postage, and the original shipping charge is refunded too.

Refunds

Refunds are issued within 5 business days of the return being received and checked. They are sent by bank transfer to an account in your name, whether you originally paid by transfer or in cash on delivery. How long it then takes to appear depends on your bank, usually one to three business days.

If you paid by direct bank transfer, the refund goes back to the account the payment came from and no details are needed from you. If you paid cash on delivery, we will ask you for the account name, routing number and account number to send it to, because no bank details of yours are held otherwise.

You will get an email confirming the refund, with the amount, when it is sent.

Faulty, damaged or incorrect items

Email us within 7 days of delivery with your order number and photographs, if:

• The item arrived damaged, leaking, crushed or with a broken seal.
• You received the wrong product, flavour or size.
• The item is past its expiry date, or has under three months of shelf life left.
• Something is visibly wrong with the product itself.

You will be sent a replacement or a full refund, including the original shipping. In most cases you will not be asked to send a damaged consumable back. Photographs are enough.

Cancelling an order

An order can be cancelled at any time before it ships, for any reason and at no cost. Reply to your order confirmation quoting your order number, or use the contact page. If you have already paid, the payment is returned in full by the same route it came in.

Once a tracking number has been issued the order is on its way and becomes a return rather than a cancellation.

Exchanges

Direct exchanges are not offered, because holding stock against an incoming parcel ties up the only copy someone else might want. Return the unopened item for a refund and place a new order for what you would rather have. It is usually faster too.

Your legal rights

Nothing in this policy limits any right you have under United States federal or state consumer protection law, including your rights in respect of goods that are faulty, misdescribed or not delivered. Where a term of this policy conflicts with a right you hold by law, the law wins.

We would always rather sort a problem out directly and quickly. Write in quoting your order number and you will hear back from the person who can actually fix it, usually the same day.