Refund policy
Last updated: October 9, 2026. This policy applies to orders from Velmourne delivered to the United Kingdom, the European Union / EEA and the rest of the world.
1. Your right to cancel (consumers)
If you are buying as a consumer (not for business or professional use), you have the right to cancel your order and return the items for any reason within 14 days of the day you receive them. You do not need to give a reason.
To cancel, tell us clearly in writing (for example by email to info@velmourne.com) that you wish to cancel, and include your order number and the items concerned. You may also use our Withdraw Order page.
2. Trade and professional buyers
The 14-day statutory cancellation right applies to consumers only. Orders placed by veterinary practices, clinics, farriers, distributors or other business customers are not covered by it. Trade orders are final once dispatched, unless the item is faulty, damaged in transit, or not what you ordered (see section 6). Where we agree to accept a change-of-mind return from a trade customer, it is at our discretion, must be requested within 7 days of delivery, and a restocking fee of up to 15% may apply.
3. How to return an item
- Contact us first at info@velmourne.com with your order number. Please do not send anything back before we have replied. Returns sent without our approval may not be accepted.
- We will confirm the return details, including the return address, and give you a return reference.
- Send the items back to us within 14 days of telling us you wish to cancel, using a tracked and insured service, and keep your proof of postage. Please write the return reference on the parcel.
Items must be returned in their original packaging, unused, clean and undamaged, with all accessories included. Please pack instruments securely. We cannot accept responsibility for items that are lost or damaged on their way back to us, so please choose a tracked and insured service.
4. Return shipping cost
If you cancel or return an item for a reason other than a fault or an error on our part, you are responsible for the cost of returning it. If an item arrives faulty, damaged, or is not the item you ordered, we will cover reasonable return costs or arrange collection.
5. Refunds
Once we have received your return and checked it, we will refund the price of the returned items, together with the standard delivery cost you paid for the original delivery (if any), within 14 days. We may withhold the refund until we have received the goods back or you have provided proof that you have sent them back, whichever is earlier. Refunds are made to the original payment method. We do not offer cash refunds.
We may reduce your refund if an item has been used, sharpened, altered, handled beyond what was needed to inspect it, or returned without its original packaging or accessories, and its value has fallen as a result.
VAT, import duties, customs fees and other taxes charged by the destination country, and any bank or payment charges outside our control, are paid to third parties and cannot be refunded by us. Please contact your local customs authority if you believe you are entitled to reclaim them. If your parcel is refused, not collected, or customs charges are not paid, any return shipping and customs costs we incur may be deducted from your refund.
6. Faulty, damaged or incorrect items
If your item arrives damaged, faulty or not as described, please email us as soon as possible, and ideally within 7 days of delivery, with your order number and clear photos of the item and the outer packaging. We will offer a repair, replacement or refund as appropriate, and we cover the cost of returning the item. This is in addition to, and does not affect, your legal rights.
Faults caused by misuse, normal wear and tear, incorrect sterilisation or cleaning, sharpening, or modification after delivery are not covered.
7. Items that cannot be returned
The right to cancel does not apply to items made to your specification or clearly personalised, or to items that cannot be returned for health or hygiene reasons once they have been opened or used. Instruments that have been used on an animal, or that are not clean, cannot be returned unless faulty.
8. Cancelling before dispatch
If you would like to cancel an order before it has been dispatched, contact us as soon as possible at info@velmourne.com with your order number. If it has not shipped, we will cancel it and refund you in full.
9. Your legal rights
Nothing in this policy affects your statutory rights. UK customers have rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Customers in the EU / EEA benefit from the rights granted by EU consumer law, including a minimum two-year legal guarantee for goods.
10. Payment disputes
If you have a problem with an order, please contact us first at info@velmourne.com. We aim to reply within one working day and resolve issues quickly, which is normally faster than a bank or card dispute.
11. Contact us
Velmourne
Lorne House, Flat 1, 61 Regent Road
Leicester, Leicestershire, LE1 6YF, United Kingdom
Email: info@velmourne.com
Phone: +44 7868 289443