Refund policy

1. Overview

VELCERA is committed to providing a fair and transparent returns and refunds process for customers purchasing clay and ceramic tableware.

This policy applies to both individual consumers (B2C) and business customers (B2B). Different terms may apply depending on whether the purchase is made for personal or commercial purposes.

Order storage, picking, packing, dispatch and returns processing may be handled by authorised third-party fulfilment providers acting on our behalf.

Nothing in this policy excludes or restricts any statutory rights that cannot lawfully be excluded.

2. Consumer Returns (B2C)

Individual customers purchasing products for personal use generally have the right to cancel an online purchase within 14 days of receiving their goods, without providing a reason.

For orders delivered in multiple parcels, the cancellation period normally begins when the final item is received.

To exercise this right, customers must notify us of their decision to cancel within the applicable 14-day period by emailing contact@velcera.shop or sending a clear written statement to our business address.

Once cancellation has been communicated, customers have a further 14 days to return the relevant goods.

Customers may inspect products as they would reasonably be permitted to do in a physical shop. We may make a lawful deduction from the refund if unnecessary handling has reduced the value of the goods.

The statutory right to cancel does not generally apply to products made to a customer's specifications or clearly personalised, or to other products falling within an applicable legal exception.

3. Business Returns (B2B)

Orders placed for business, wholesale, resale, hospitality, catering or other commercial purposes are not covered by the statutory 14-day consumer cancellation period.

Business customers wishing to cancel or return non-defective products should contact us before returning any items.

Returns of correctly supplied, non-defective business orders require our written agreement unless otherwise provided under an agreed commercial contract.

Where a discretionary business return is accepted, the applicable return conditions, transport arrangements and any agreed handling or restocking charges will be confirmed in writing.

These provisions do not affect any contractual remedies or other rights available under applicable law.

4. Damaged, Defective or Incorrect Products

Ceramic and clay tableware can be fragile during transportation. We take appropriate steps to arrange protective packaging and careful handling through our fulfilment partners.

If an order arrives damaged, defective or incorrect, customers should contact contact@velcera.shop as soon as reasonably possible.

To help us assess and resolve the issue efficiently, please provide:

• Your order number.

• A description of the issue.

• Photographs of the affected products, where possible.

• Photographs of the external packaging and protective materials, where available.

Photographs help us investigate transport damage but are not an absolute condition for exercising statutory consumer rights.

Depending on the circumstances and applicable legal rights, we may arrange a replacement, repair, refund or other appropriate remedy.

For consumer purchases, products must meet the standards required by the Consumer Rights Act 2015. This includes being of satisfactory quality, fit for purpose and as described.

Where goods are faulty, consumers may have a short-term right to reject them within 30 days, together with other statutory remedies beyond that period.

Where we are legally responsible for defective, damaged or incorrectly supplied goods, we will cover reasonable return costs where required by law.

5. Natural Characteristics of Ceramic Products

Clay and ceramic products may display natural variations in glaze, colour, texture, dimensions and surface finish.

Minor variations associated with materials or manufacturing techniques are not necessarily defects where they are consistent with the product description and any disclosed characteristics.

However, natural variation does not excuse products that fail to meet applicable quality, safety or description requirements.

6. Return Packaging and Shipping

Customers should package returned ceramic products carefully to minimise the possibility of damage during transport.

We recommend using the original protective packaging where available, together with suitable cushioning and a sturdy outer box. Original packaging is not mandatory for exercising statutory consumer cancellation rights.

For consumer change-of-mind returns, customers are responsible for the direct cost of returning goods where this has been communicated before purchase and where applicable law permits.

If goods cannot normally be returned by post, the applicable return-cost information must be communicated before purchase. Where that information was not supplied as legally required, the customer will not be charged return costs contrary to applicable law.

Please contact contact@velcera.shop to obtain the appropriate return instructions and returns facility address.

Our registered business contact address is not necessarily the physical returns processing location. Returns may be received and inspected by an authorised third-party fulfilment provider.

7. Refund Processing

For valid consumer cancellations, refunds will include the price paid for the returned goods and any refundable standard outbound delivery charges required by law.

If a customer selected a more expensive delivery method, the additional amount above the least expensive standard delivery option offered is not normally refundable.

For consumer cancellations, we will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving satisfactory evidence that the goods have been sent back, whichever is earlier.

Where collection is our responsibility or no return of goods is required, the applicable statutory refund deadline will be observed.

Refunds will normally be issued to the original payment method unless the customer expressly agrees otherwise. No refund administration fee will be charged for statutory consumer refunds.

Payment providers and financial institutions may require additional processing time before the funds appear in the customer's account.

Business refunds will be processed in accordance with the applicable purchase agreement, any agreed return terms and mandatory legal requirements.

8. Order Cancellation Before Dispatch

Customers wishing to cancel an order before dispatch should contact us promptly.

If the order has not yet been dispatched and cancellation is accepted or required by law, we will arrange the appropriate refund.

Once an order has entered the fulfilment or dispatch process, cancellation may not always be operationally possible before delivery. This does not remove statutory consumer cancellation rights.

9. Contact Information

For returns, damaged products, order cancellations or refund enquiries, please contact:

Merchant: VELCERA
Company Number: 17538818
Customer Support: contact@velcera.shop
Business Address: 111 Fleet Street, London EC4A 2AB, United Kingdom

10. Consumer Cancellation Form

Customers may use the following form to cancel an eligible consumer purchase. Use of this form is optional; any clear statement of cancellation is sufficient.

To: VELCERA
Email: contact@velcera.shop

I hereby give notice that I cancel my contract of sale for the following goods:

• Order number:

• Description of goods:

• Ordered on:

• Received on:

• Customer name:

• Customer address:

• Date of cancellation:

Signature (only if this form is submitted on paper):