Returns & Refunds
You are welcome to return anything ordered from Veloranatur within 30 days of receiving it, whatever the reason. Here we walk you through the return rules, the process, shipping fees, and when you can expect your money back.
- Return window
- 30 days from delivery
- Return shipping
- We cover shipping for damaged or mistaken items, while you handle the postage if you simply changed your mind
- Refund time
- 3-10 business days once your parcel reaches our workshop
- Refund method
- Sent back through the payment method you used
1. Conditions
Products must remain entirely unused, in original cosmetic condition, with all factory seal stickers intact, inside original factory packaging with all accessories, cables, user manuals, and complimentary items.
2. Starting your return
- Submit an official return notification to customer care at [email protected] specifying the order identifier and reason for return
- Obtain a formal Return Merchandise Authorization code and the designated international warehouse returns address
- Securely package the untouched items in the original protective casing with all seals unbroken
- Await refund issuance to your verified bank account within 3-10 business days following technical warehouse receipt and hygiene inspection
3. Who pays return shipping
When an ear hygiene product arrives damaged, defective, or incorrect, we pay the shipping cost by emailing a prepaid label or booking a courier. If you simply decided against keeping it, you cover the return postage, and we make no extra deductions.
4. Refund timing and method
We issue your refund within 3 business days after our workshop inspection is complete. Orders paid cash on delivery are reimbursed via bank transfer to the account you share with us, while bank transfer orders return to your original account. Banks usually take 1-5 business days to clear the funds.
5. How we resolve different situations
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | We dispatch the right item and pick up the incorrect parcel | None |
| Parcel lost | A replacement shipment or complete refund once the postal trace wraps up | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | Complete reimbursement of what you paid for the product | Return shipping only |
6. Exchanges
If you need a different ear tool or model, follow our return instructions and submit a fresh order online. We will refund the initial product once it reaches our bench. Whenever the exchange stems from our error, your new package ships free.
7. Cancelling an order
You may cancel any purchase without fees before it leaves our packing bench. Send a note to [email protected] with your order number. Once a package is on its way, our usual return rules take over.
8. Questions about this policy
Send an email to [email protected] or ring +1 (01382) 895-6415 throughout Mon-Fri 09:15-17:30, Sat 09:15-13:30, break 12:00-12:45. We get back to every inquiry within one business day.
- Merchant
- Veloranatur Ltd
- Registered address
- 18 Dock Street, Dundee, DD1 4EQ, United Kingdom
- [email protected]
- Phone
- +1 (01382) 895-6415
- Working hours
- Mon-Fri 09:15-17:30, Sat 09:15-13:30, break 12:00-12:45
- Registration
- EIN: 79-2287434