Refund policy

Last updated: 15 October 2026

30-day returns

We accept returns of eligible defective and non-defective products. You may request a return within 30 days of receiving your order. To start a return, contact Vellarist through our contact page, by email at support@vellarist.com, or by telephone on +44 20 3459 2167. Include your order number and the item you wish to return.

Please wait for our return instructions before sending an item. Returns sent without prior authorisation may not be accepted.

Return method

Returns are made by post or courier to the return address provided in our return instructions. We recommend using a tracked service because the parcel remains your responsibility until it reaches the return address we provide.

Return conditions

For a non-defective return, the item must be unused, uninstalled and in its original condition, with all components, instructions and original packaging. You are responsible for packaging the item securely for its return journey.

We cannot accept non-defective items that have been installed, altered or damaged after delivery, or items returned without their complete components and packaging. Any exclusion applies only to the extent permitted by law.

Return delivery costs

For a non-defective return, including a change-of-mind return, return delivery costs are the customer’s responsibility. If the item is confirmed as faulty, damaged or incorrect, Vellarist will cover the reasonable return delivery cost or provide an appropriate return arrangement.

Damaged, faulty or incorrect items

Inspect your order promptly after delivery. If an item arrives damaged, faulty or incorrect, contact us as soon as possible with your order number and clear photographs of the product and packaging. We will assess the issue and arrange an appropriate remedy. Nothing in this policy limits your statutory rights.

Exchanges

We do not offer direct exchanges. If you would like a different product or variant, return the eligible item for a refund and place a new order.

Restocking fees

We do not charge a restocking fee for an eligible return.

Refunds

We will notify you after the return has been received and inspected. If approved, the refund will be issued to the original payment method within 14 days of receiving the returned item or receiving evidence that it has been sent back, where applicable. Original standard delivery charges are refunded where required by applicable law. Your bank or card provider may require additional time to show the refund in your account.

Your statutory rights

This policy is in addition to your statutory rights as a UK consumer and does not limit those rights.

Business and contact information

Vellarist is operated by ALDERSTEEL LTD, company number 17243968. ALDERSTEEL LTD is responsible for this store, its products, orders and customer service.

Business and correspondence address: 38 Birch Cl, London E16 4QW, United Kingdom.
Email: support@vellarist.com
Telephone: +44 20 3459 2167