Velintra Returns & Refunds Policy

Last updated: 25 October 2026

At Velintra, we want you to feel confident and beautiful in every purchase. We take great care in preparing your orders and maintaining high hygiene standards. Please read our returns and refunds policy before placing your order.

1. Change of Mind and Order Cancellations

If you change your mind about an order, please contact Velintra as soon as possible to request cancellation before your order has been dispatched.

We will make reasonable efforts to cancel your order before dispatch. Once your order has been dispatched, we may be unable to stop delivery or cancel the shipment.

However, your statutory cancellation rights under applicable UK consumer law remain unaffected. Where a legal right to cancel applies, you may notify us within 14 days of receiving your goods and return eligible items in accordance with our Returns and Refunds Policy.

Certain sealed intimate apparel products may be exempt from change-of-mind returns where the legal requirements for the hygiene exemption are met, including where the relevant seal has been broken after delivery.

Nothing in this policy affects your rights regarding faulty, damaged or misdescribed products.

2. Hygiene and Intimate Apparel

For hygiene and health protection reasons, we cannot accept change-of-mind returns for sealed intimate apparel where the product is not suitable for return for hygiene reasons and its seal has been broken after delivery, as permitted by applicable law.

This may apply to certain underwear and other intimate products supplied with protective hygiene seals.

Please check the product description, size guide and product images carefully before ordering. If you are unsure about sizing, please contact us before making your purchase.

This restriction does not affect your statutory rights if an item is faulty, damaged or not as described.

3. Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged or different from what you ordered, please contact us as soon as possible.

Please email us at velintrauk@outlook.com with:

• Your order number.

• A description of the issue.

• Clear photographs, where appropriate.

We will assess the issue and arrange an appropriate remedy in accordance with your legal rights. Depending on the circumstances, this may include a refund, repair or replacement.

You will not be charged return postage for a confirmed faulty, damaged or incorrectly supplied item where we are responsible for the return.

4. How to Request a Return

To request a return or report a problem, contact us at velintrauk@outlook.com and include your order number and reason for contacting us.

Please wait for return instructions before sending an item back. Do not send returns to the address on your parcel unless we have confirmed that it is the correct return address.

5. Return Postage

Where a customer exercises a change-of-mind cancellation right, the customer is responsible for the direct cost of returning the goods, provided this was communicated before purchase.

If an item is faulty, damaged or incorrectly supplied, we will cover the reasonable return costs where required by law.

6. Refunds

Where a refund is due, we will process it in accordance with applicable law. For eligible online cancellations, refunds will normally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Refunds will generally be made using the original payment method.

For eligible cancellations, the standard delivery charge will also be refunded where required by law. Additional charges for premium delivery may not be refundable beyond the standard delivery cost.

7. Gift Boxes and Bundles

If your purchase includes a lingerie gift box or bundle, please contact us before returning individual components.

Where a return is permitted, the items should be returned with all included components, gifts and packaging, unless the issue relates to an item that is faulty, damaged or incorrectly supplied. Your statutory rights will always apply.

8. Exchanges

Exchanges are subject to stock availability and applicable consumer rights. Please contact us before returning an item to discuss the available options.

9. Your Consumer Rights

Nothing in this policy limits or excludes your rights under applicable UK consumer law, including your rights in relation to faulty goods or goods that are not as described.

10. Contact Us

For all returns, refunds and exchange enquiries, please contact:

Velintra Customer Support
Email: velintrauk@outlook.com
Website: https://www.velintraonlinestore.co.uk

We appreciate your understanding and thank you for shopping with Velintra.