Return & Refund Policy

Last updated: February 24, 2026

At Veltosa, we offer a 30-day return policy, which means you have 30 days from the date you receive your item to request a return.

To be eligible for a return:

∙ the item must be unused, unworn, and in the same condition as received

∙ it must be returned in its original packaging, including tags where applicable

∙ proof of purchase (order confirmation or receipt) is required

Return postage responsibility depends on the reason for the return:

∙ If the item is damaged, defective, or incorrect, Veltosa will cover the return postage costs.

∙ If the return is requested due to personal reasons (such as change of mind, size preference, or dissatisfaction not related to a product defect), the customer is responsible for return postage costs.

Original postage fees are non-refundable unless the return is due to an error on our part.

To initiate a return, please contact our support team at:

Email: contact@veltosa.com

Once your return request has been reviewed and approved, we will provide:

∙ detailed return instructions

∙ the return address

∙ a prepaid returns label where applicable

Items sent back without prior return authorisation will not be accepted.

If you have any questions regarding returns, our support team is always on hand to assist you.

Please inspect your order as soon as it is delivered.

If your item:

∙ arrives damaged

∙ is defective

∙ or you received the wrong product

Please contact us as soon as possible at contact@veltosa.com, including:

∙ your order number

∙ photos or videos clearly showing the issue

We will assess the situation and work promptly to resolve it, either through a replacement or a full refund, in accordance with this policy and your statutory rights under the Consumer Rights Act 2015.

Certain items are not eligible for return, including but not limited to:

∙ perishable goods (such as food, flowers, or plants)

∙ personalised or custom-made products

∙ personal care or hygiene products

∙ hazardous materials, flammable liquids, or gases

∙ gift cards

Items purchased during final sale or clearance promotions are also non-refundable, unless otherwise required by applicable law.

If you are unsure whether an item qualifies for a return, please contact us before placing your order.

We do not offer direct exchanges.

The quickest way to receive a different item is to:

∙ request a return for the original item

∙ place a new order once the return has been approved

This ensures faster processing and product availability.

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.

To qualify:

∙ the item must be unused and in its original condition

∙ original packaging and proof of purchase are required

To exercise this right, you must notify us in writing at contact@veltosa.com within the 14-day period. This statutory right applies in addition to, and independently from, our standard 30-day return policy.

Once we receive and inspect your returned item, we will notify you by email regarding the approval or rejection of your refund.

If approved:

∙ refunds are issued to the original payment method

∙ processing occurs within 10 business days

Please note that your bank or card provider may require additional time to process and post the refund to your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at contact@veltosa.com.

Business Name: Veltosa

Registered Address: São Paulo, SP, Brazil

Fulfilment: International logistics partners

Email: contact@veltosa.com

Customer Support Hours (GMT):

∙ Monday – Friday: 9:00 AM – 5:00 PM

∙ Weekends: 11:00 AM – 4:00 PM

We aim to respond to all enquiries within 24 hours.