You may request a return within 30 days of receiving your order. Returns must be approved before anything is sent back, and the appliance has to be unused, uninstalled and in its original packaging.
How to start one
Email shopvellorasupply@outlook.com with your order number and what you would like to send back. We reply with a return authorisation and the address to use. Please do not ship anything before you have that authorisation — an unannounced pallet cannot be matched to an order, and we cannot refund what we cannot identify.
What can go back
Anything unused, uninstalled and in the packaging it arrived in, within 30 days.
What cannot
- appliances that have been installed, plumbed in or hard-wired
- appliances that have been used, or run with water, gas or power connected
- any item returned without its original packaging and fittings
An appliance that has been plumbed in, wired in or run cannot be resold as new. Check the opening, the route in and the supply before an installer connects anything — see Installation.
Return shipping
Where an appliance goes back because it is no longer wanted, return freight is the customer's responsibility. Where it arrived damaged, faulty or was not what was ordered, we cover it and you are charged nothing.
Refunds
Once the return reaches us and has been inspected, the refund goes to the original payment method. Card issuers then take their own few business days to post it.
Faulty or wrong items
These are not returns. Email shopvellorasupply@outlook.com within 48 hours of delivery with a photograph and we handle it as a delivery problem — replacement or refund, at no cost to you.
Warranty is a separate thing
Covered by the manufacturer's warranty. A fault appearing after the 30-day window is a warranty matter, handled by the manufacturer under their terms. Email us anyway and we will tell you who to contact and what they will ask for.