Refund policy
Returns & Refunds
Changed your mind? That's fine. You have 30 days from delivery to return a Velusure product for a refund.
What can be returned
We accept returns on items that are:
- Within 30 days of the delivery date
- Unused, or used only enough to check whether they suit you
- In their original packaging, with any accessories included
For hygiene reasons we can't accept returns on shower heads or filters where the sealed packaging has been opened, unless the item is faulty.
How to start a return
- Email us with your order number and which item you'd like to return.
- We'll reply with the return address and simple instructions — usually within one working day.
- Send the parcel back and let us know the tracking number.
Please don't send anything back before contacting us. Returns received without prior notice can take much longer to process.
Refunds
Once your return arrives and has been checked, we'll issue your refund to the original payment method within 5 business days. Your bank may take a few extra days to show it.
Refunds cover the price you paid for the product. Return postage is paid by you, unless the item arrived faulty, damaged or incorrect.
Faulty, damaged or wrong items
If something arrives broken, defective or simply isn't what you ordered, email us within 14 days of delivery with your order number and a photo. We'll arrange a free replacement or a full refund, including any return postage — your choice.
Exchanges
The quickest way to swap a colour or variant is to return the original for a refund and place a new order.
Cancelling an order
If you need to cancel, email us within 12 hours of ordering. If your parcel hasn't been dispatched yet we'll cancel it and refund you in full.
Your statutory rights
If you are ordering from the EU, this policy is in addition to your statutory right of withdrawal and does not affect it.
Questions
Not sure whether something can be returned? Just ask — see our contact page.