Refund and Returns Policy

We want you to be happy with your purchase. If you are not, you can return your order under the policy below, and you always have your statutory rights as a UK consumer.

Your 14-day right to cancel. Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. You then have a further 14 days to send the goods back. We refund the price you paid plus the standard delivery cost within 14 days of the goods being returned, or of you providing proof of return.

This is a legal right and applies in addition to our 30-day returns policy below.

1. Return eligibility

You may request a return within 30 days of receiving your order. To be eligible, the item must:

Be unused, unworn, unwashed and undamaged
Be in its original condition
Include all original packaging, tags, accessories and documentation
Be accompanied by proof of purchase or a valid order number

Please try shoes on indoors on a soft surface. Items that do not meet these conditions may be refused, or receive a reduced refund where the law allows.

2. How to request a return

Step 1. Email info@velnoxe.com or message us on WhatsApp. Include your order number and, where relevant, clear photos or a short video showing the issue.
Step 2. Our customer service team reviews your request. Once approved, we send you the return instructions and, where applicable, a return label.
Step 3. Pack the item securely, attach the label and send it back. Once it arrives and has been inspected, we process your refund or exchange.

3. Return shipping costs

If you are returning an item because you changed your mind, ordered the wrong size or no longer want it, you are responsible for the return shipping costs.

If the item is faulty, damaged or incorrect because of our error, we will provide an appropriate solution and cover reasonable return shipping costs where a return is needed.

We recommend using a tracked service, as we cannot be responsible for returns lost or damaged in transit back to us.

4. Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If something is damaged, faulty, incorrect or missing, contact us within 7 days of delivery at info@velnoxe.com.

Include your order number and clear photos or video of the product, the fault or damage, the shipping label and the outer packaging. After reviewing the evidence we may offer a replacement, a reshipment, a partial refund, a full refund or another appropriate solution. Please keep the item and packaging until our review is complete.

Nothing here affects your rights under the Consumer Rights Act 2015, which gives you remedies if goods are not of satisfactory quality, not fit for purpose or not as described.

5. Non-returnable items

Unless the law requires otherwise, we cannot accept returns for:

Items that have been worn, used, washed, altered or damaged after delivery
Items without their original tags or packaging
Customised or personalised products
Gift cards
Clearance or final-sale items clearly marked as non-returnable
Personal-care or hygiene products that have been opened
Free gifts and promotional items
Items returned after the 30-day return period

This does not apply where an item is faulty — your statutory rights always cover faulty goods.

6. Exchanges

We cannot guarantee a direct exchange. The quickest way to get a different item, colour or size is usually to return the original for a refund and place a new order. Contact us before returning anything so we can confirm what is available.

7. Refunds

Once we receive your return we inspect it and let you know whether your refund has been approved. Approved refunds are issued to your original payment method. Please allow 5–10 working days for your bank or payment provider to process it after we have issued it.

Shipping charges, customs duties, import taxes and return shipping costs are generally non-refundable, unless the law requires otherwise or the return is due to our error.

8. Partial refunds

Where the law permits, we may issue a partial refund if the returned item shows signs of use, has been damaged for reasons unrelated to our error, is missing parts, accessories, tags or original packaging, or has lost value through unnecessary handling.

9. Customs duties and import taxes

Where duties or taxes have been charged on an order, they are handled as set out in your order confirmation. Refusing a parcel because of customs charges does not automatically qualify the order for a full refund, and any costs charged to us may be deducted where the law permits.

10. Your legal rights

Nothing in this policy limits the mandatory consumer rights available to you under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. Where the law gives you stronger rights than this policy, those rights apply.

11. Contact us

For return, refund or order questions, contact Velnoxe UK at info@velnoxe.com or on WhatsApp at +86 139 5003 2294.

Start a return