Return & Refund Policy
Return & Refund Policy
Last updated: 31 August 2026
Thank you for shopping with Velqari.
Velqari is operated by Shuzavi Limited. We want our returns and refunds process to be clear and fair. This policy explains your rights regarding cancellations, returns, faulty products, personalised products and refunds.
Nothing in this policy limits or excludes any statutory consumer rights that apply to you.
1. Change-of-Mind Returns
If you are a UK consumer purchasing an eligible product online, you generally have the right to cancel your order within 14 days of receiving the goods, even if the product is not faulty.
You do not need to provide a reason for exercising this statutory cancellation right.
Once you have informed us that you wish to cancel, you should return the eligible goods within 14 days.
To request a return or cancellation, please contact:
Please provide:
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Your full name
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Your order number
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The email address used when placing the order
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The product you wish to return
We will provide you with the appropriate return instructions.
Please do not return products to our business correspondence address unless our customer support team has specifically instructed you to do so.
2. Personalised and Custom-Made Products
Some Velqari products may be:
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Personalised
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Engraved
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Printed with custom text
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Made with a selected initial or letter
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Produced with a personalised message
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Made specifically according to your instructions or selections
Where a product has been made to your specifications or clearly personalised, the normal statutory change-of-mind cancellation right may not apply.
This means that personalised or custom-made products cannot generally be returned or refunded simply because:
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You changed your mind
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You selected the wrong initial
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You entered the wrong name
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You entered incorrect personalised wording
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You no longer want the product
Please carefully check all personalisation information before placing your order.
This personalised-product exception does not affect your statutory rights where a product is faulty, damaged, materially not as described, or where we have made an error with the personalisation.
3. Faulty, Damaged or Incorrect Products
If you receive a product that is:
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Faulty
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Damaged
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Defective
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Incorrect
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Missing parts
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Materially different from its description
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Personalised incorrectly because of an error made by us or our production partner
please contact us as soon as reasonably possible at:
Please include:
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Your order number
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Your full name
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A description of the problem
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Clear photographs of the product where reasonably possible
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Photographs of the packaging where relevant
Depending on the circumstances and your statutory rights, we may offer an appropriate remedy such as:
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A replacement
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A repair where appropriate
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A full refund
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A partial refund
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Another remedy required by applicable consumer law
For faulty goods, UK consumer law may provide customers with a short-term right to reject goods and receive a refund, as well as further repair or replacement rights.
4. Return Condition
For eligible change-of-mind returns, you may inspect and handle the product only as reasonably necessary to establish its nature, characteristics and functioning, similar to how you could inspect a product in a physical shop.
Where reasonably possible, returned items should include:
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Original packaging
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Accessories
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Inserts
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Components supplied with the product
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Documentation supplied with the product
If an eligible product has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make a deduction from the refund where permitted by law.
5. Return Shipping Costs
For eligible change-of-mind returns, you may be responsible for the direct cost of returning the product where permitted by law and where this requirement has been properly disclosed.
Where a product is faulty, damaged, incorrect or materially not as described, we will handle reasonable return costs in accordance with applicable consumer law.
We strongly recommend using a tracked shipping service and keeping proof of postage.
6. Refund Processing
Once an eligible returned product has been received and assessed, we will process the applicable refund.
Refunds will normally be issued to the original payment method used when placing the order.
Where statutory cancellation rights apply, we will issue the refund within the time required by applicable law.
Your bank, card issuer or payment provider may require additional processing time before the refund appears in your account.
7. Original Shipping Charges
Where you exercise an applicable statutory cancellation right, we will refund the standard outbound delivery cost where required by law.
If you selected a more expensive shipping option, such as express or expedited delivery, we may only refund an amount equivalent to our least expensive standard delivery option where permitted by law.
8. Cancelling an Order Before Dispatch
If you wish to cancel or amend an order, please contact:
as soon as possible.
We will try to accommodate your request.
However, orders may enter processing, personalisation, production or fulfilment shortly after being submitted.
For clearly personalised or made-to-order products, cancellation may no longer be possible once production or personalisation has begun.
Any statutory rights that cannot legally be excluded remain unaffected.
9. Customer Personalisation Errors
Customers are responsible for reviewing all personalisation information before completing their purchase.
This includes:
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Initials
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Names
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Dates
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Messages
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Spellings
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Capitalisation
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Selected product variants
If we correctly produce the item using the information submitted with the order, we generally cannot provide a refund or replacement solely because the customer submitted incorrect personalisation information.
If the error was caused by Velqari or our production partner, please contact us and we will provide an appropriate remedy.
10. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address.
If you notice an error after placing your order, contact:
as soon as possible.
We will attempt to update the address where possible, but we cannot guarantee that changes can be made once the order has entered fulfilment or has been dispatched.
11. Undeliverable, Refused or Unclaimed Parcels
If an order is returned because:
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An incorrect address was provided
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The address was incomplete
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Delivery was refused
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The parcel was not collected
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The carrier was unable to complete delivery for reasons attributable to the customer
please contact us.
Where legally permitted, reasonable shipping or reshipment costs may apply.
Personalised products do not automatically become eligible for a refund simply because the parcel was refused or not collected.
12. Lost Deliveries
If you believe your parcel has been lost in transit, please contact:
with your order number.
We may investigate the delivery with the shipping carrier before issuing a replacement or refund.
Where Velqari remains legally responsible for delivery, we will provide the appropriate remedy under applicable consumer law.
13. Sale and Promotional Items
Products purchased during sales or promotions retain the same statutory rights relating to faulty or misdescribed goods.
A sale or discounted price does not remove applicable consumer rights.
Any additional voluntary return conditions for promotional items will be clearly communicated where relevant.
14. Exchanges
If you wish to exchange an eligible non-personalised product, please contact us.
The fastest solution may be to return the eligible item and place a new order, depending on availability.
Personalised products are generally not eligible for exchange unless they are faulty, damaged, incorrect or otherwise qualify under applicable consumer law.
15. Payment Disputes and Chargebacks
If you believe there is a problem with your order, we encourage you to contact us first at:
so that we can investigate and attempt to resolve the issue.
Where a chargeback or payment dispute is opened, we reserve the right to provide relevant evidence to the applicable bank, card network, payment provider or dispute-resolution service.
This information may include:
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Order information
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Payment information
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Shipping and tracking records
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Delivery confirmation
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Customer communications
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Personalisation selections
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Website records
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Relevant transaction information
This section does not prevent customers from exercising legitimate rights through their bank or payment provider.
16. Fraudulent or Abusive Claims
We reserve the right to investigate refund or replacement requests where we reasonably suspect:
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Fraud
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False damage claims
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Manipulated evidence
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Return abuse
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Product substitution
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Deliberate product damage
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Repeated misuse of our refund process
Nothing in this section limits genuine statutory consumer rights.
17. Your Statutory Rights
Nothing contained in this Return & Refund Policy is intended to restrict or remove rights provided to consumers under applicable law, including rights relating to goods that are faulty, not as described or not fit for their intended purpose.
18. Contact Us
For returns, refunds, cancellations or order-related questions, please contact:
Velqari
Operated by Shuzavi Limited
55 Sandpiper Way
Duffryn
Newport
NP10 8WX
United Kingdom
Email: support@velqari.store
Telephone: +44 7257 827712