Withdraw Order

We want ordering from Velmourne to feel safe and straightforward. Here's how to cancel or withdraw an order.

Your Right to Cancel

If you're a consumer based in the UK, you have the right to cancel your order within 14 calendar days of receiving your goods, without giving a reason, under the Consumer Contracts Regulations 2013. This is sometimes called a "cooling-off period."

Cancelling Before Dispatch

If you'd like to cancel or change an order before it has shipped, contact us as soon as possible at info@velmourne.com or +44 7868289443 with your order number. If your order hasn't yet been dispatched, we'll cancel it and issue a full refund.

Withdrawing After Delivery

To withdraw your order after it has been delivered, notify us within 14 days of receipt by emailing info@velmourne.com. You'll then need to return the instrument(s) to us, unused and in their original condition and packaging, within 14 days of telling us you wish to withdraw. Return shipping costs are the customer's responsibility unless the item is faulty or was sent in error.

Refunds

Once we've received and inspected the returned item(s), we'll process your refund to the original payment method within 14 days.

Exceptions

Instruments that have been used, sharpened, or altered after delivery may not be eligible for a full refund, as this affects their condition and resale value.