Refund Policy


Last Updated: 1 December 2025

At a Glance

✓ 30-day money-back guarantee on all products, starting from the date of delivery

✓ We cover return costs for faulty, damaged or incorrect items

✓ Returns and exchanges must be requested within 30 days of delivery

✓ All returns are managed through our Returns Centre

✓ Approved refunds are issued to your original payment method within 3–5 working days

For full details, see the sections below.

 

Definitions and Key Terms

To help explain things as clearly as possible in this Refund Policy, every time any of these terms are referenced, they are strictly defined as follows:

  • Company: When this policy mentions “Company”, “we”, “us” or “our”, it refers to HEGC Ltd (VeleHome™), 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom, which is responsible for your information under this Refund Policy.
  • Customer: Refers to the company, organisation or person that purchases goods or services from VeleHome™.
  • Service: Refers to the service provided by VeleHome™ as described in the relevant terms (if available) and on this platform.
  • Website: VeleHome™’s site, which can be accessed via this URL: www.velehome.com
  • You: A person or entity that purchases goods or services from VeleHome™ or uses the Website.

 

General Returns and Refunds Terms

As with any shopping experience, terms of service apply to transactions at VeleHome™. By placing an order or making a purchase at VeleHome™, you agree to the terms set out in this Refund Policy.

All returns and exchanges are managed through our Returns Centre. Customers can access the Returns Centre via the link provided in this policy:


30-Day Money-Back Guarantee

All products are sold with a 30-day money-back guarantee.

  • The 30-day period begins on the date you receive your product.
  • Within 30 days of delivery, you may request a return or exchange, subject to the conditions set out in this policy.

 

Access to the Returns Centre

All returns and exchanges must be initiated through our Returns Centre:

To start a return or exchange via the Returns Centre, you must:

  • Log in using your order number and the email address or phone number used when placing the order;
  • Select the reason for the return or exchange from the options provided;
  • Provide a mandatory explanation describing the reason for your return or exchange; and
  • Upload at least one mandatory photo related to the reason for the return or exchange (for example, a photo of any damage, defect, or the unopened product).

Requests that do not include the required explanation and photo cannot be processed.

 

Conditions for Returns and Exchanges

To be eligible for a refund or exchange, all of the following conditions must be met:

  • The product must be in the same condition in which you received it;
  • The product must be returned with all original parts and components;
  • All labels must be intact and the product must be in its original packaging.

We may decline a refund or exchange, or offer a partial refund, where items are returned without all parts, are not in their original condition, or are not suitably packaged.

 

Faulty, Damaged or Incorrect Products

Please inspect your order upon receipt and contact us as soon as possible if the product is faulty, damaged or incorrect, so that we can evaluate the issue and make it right.

If the product is faulty, damaged or incorrect (for example, not as described or misleading), you may request either a refund or, where available, an exchange/replacement, by submitting a request via the Returns Centre within 30 days of receiving your product and providing:

  • A clear explanation of the problem; and
  • At least one photo showing the defect, damage or issue.


Return Postage Covered by Us (Faulty, Damaged or Incorrect Products) 

In the following cases, we cover the return postage:

  • Your item has been confirmed by us as faulty, damaged or incorrect;
  • Your return or exchange request has been approved via the Returns Centre; and
  • You return the product using the contracted courier and the prepaid label and/or QR code provided by us.

Where these conditions are met, you will not be required to pay any return postage costs.


Process for Returning Faulty, Damaged or Incorrect Products

Once your return or exchange request for a faulty, damaged or incorrect item is approved via the Returns Centre:

  • You will receive a prepaid returns label, and/or
  • A QR code that can be used at the designated drop-off location.

You must then:

  • Either download and print the returns label from the Returns Centre and attach it securely to your parcel; or
  • Use the QR code at the drop-off location, where the courier will scan the code, print the label and attach it to your parcel.

You must take your parcel to the nearest contracted courier location indicated in the instructions and hand over your product in accordance with the steps set out in the Returns Centre.

 

Change-of-Mind Returns and Exchanges

If the product is completely faultless and as described, but you wish to return or exchange it for reasons such as:

  • You have changed your mind;
  • You ordered the wrong product;
  • You no longer want the item;

this will be treated as a change-of-mind return or exchange.

A refund or exchange may be offered, provided all eligibility and condition requirements in this policy are met and your request is made within 30 days of receiving your product.


Return Postage Paid by You (Change-of-Mind Returns and Exchanges)

In the following cases, you are responsible for the return postage:

  • You are returning or exchanging an item that is not faulty, damaged or incorrect;
  • You have simply changed your mind, ordered the wrong item, or no longer want the product;
  • You choose to proceed with a change-of-mind return or exchange via the Returns Centre.

For change-of-mind returns and exchanges:

  • You may send the product back using your preferred courier company and method, provided it complies with all return rules and instructions;
  • You will pay the courier directly and should retain appropriate proof of postage;
  • You will not use our prepaid labels or QR codes for change-of-mind returns or exchanges.

 

Return Instructions

Once your return or exchange has been approved and your returns label and/or QR code (if applicable) has been issued via the Returns Centre, you must follow the instructions below.


If Your Return Postage Is Covered by Us (Faulty, Damaged or Incorrect Products)

  • Download and print the prepaid returns label, or save the QR code provided in the Returns Centre.
  • Pack the item(s) securely, including a print-out of your order confirmation email. Attach the printed label to the parcel if you are using a label.
  • Take the parcel to the authorised drop-off location of the contracted carrier indicated in the instructions:
    • With a label, hand over the parcel as instructed;
    • With a QR code, show the code so the courier can scan it, print the label and attach it to your parcel.
  • Track progress and updates in the Returns Centre and via email.

In this scenario, the return postage is fully covered by us.


If You Pay Your Own Return Postage (Change-of-Mind Returns and Exchanges)

  • Pack the item(s) securely, including all original parts, packaging and labels, and a print-out of your order confirmation email.
  • Follow any packaging or addressing instructions provided in the Returns Centre (for example, the return address and reference details that must appear on the parcel).
  • Arrange shipment with your chosen courier and pay the return postage directly to the courier. We recommend using a tracked service and keeping proof of postage.
  • Once the parcel has been shipped, you may upload tracking details in the Returns Centre (if this option is available) or retain them in case we request them.

In this scenario, the return postage is your responsibility and is not refundable.

If you need assistance or cannot access the Returns Centre, you may contact us at info@velehome.com

 

Refunds

We will notify you once we have received and inspected your returned goods, and will inform you whether your refund has been approved.

If your refund is approved:

  • You will be refunded via your original payment method;
  • We aim to process refunds within 3–5 working days, and in any event no later than 14 calendar days from the day on which we receive notification of your cancellation or receive the returned goods (whichever is later, where required by law);
  • Your bank or card issuer may require additional time to process and post the refund.

For change-of-mind returns or exchanges, you will receive a refund only for the returned product(s) in accordance with this policy. Any return postage paid by you to your chosen courier are not refundable.

If more than 14 working days have passed since we approved your refund and you have not yet received it, you should contact us.

 

Your Consent

By using our Website, registering an account, or making a purchase, you consent to this Refund Policy and agree to be bound by its terms.

 

Changes To Our Refund Policy

We may update, amend or make changes to this Refund Policy from time to time so that it accurately reflects our services and practices. Any changes will be prominently posted on this page.

Unless otherwise required by law, your continued use of the Service after any changes have been posted will be deemed acceptance of the updated Refund Policy. If you do not agree with any updated version of this policy, you should cease using the Service and may delete your account.

 

Contact Us

If, for any reason, you are not completely satisfied with any goods or services we provide, or if you have any questions regarding this Refund Policy, you may contact us using the details below:

  • Postal address: HEGC Ltd (VeleHome™), 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom