1. 30-Day Return Guarantee
You may return any item within 30 days of receiving it, as long as it is:
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Unused and in its original condition
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With all accessories included
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In the original packaging (when possible)
Please contact us before sending anything back.
2. Faulty or Damaged Items
If your item arrives damaged, defective or not as described, you are entitled to a free replacement or a full refund.
We may request a photo or video for quality control.
Your rights under UK law:
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Within 30 days: You can request a full refund for faulty goods
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Up to 6 months: You are entitled to a repair, replacement or refund
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After 6 months: We will evaluate the case based on reasonable use
We resolve all faulty-item cases as quickly as possible.
3. Change of Mind Returns (14-Day Cooling-Off Period)
Under UK distance-selling rules, you may cancel your order within 14 days of receiving it for any reason.
Conditions:
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Notify us within 14 days
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You have another 14 days to send the item back
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Item must be in resaleable condition
Return shipping in “change of mind” cases is the customer’s responsibility.
4. Non-Returnable Items
For hygiene and safety reasons, the following cannot be returned unless they arrive faulty:
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Used diffusers
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Used humidifiers
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Items containing water, oil or fragrance residue
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Items damaged due to misuse or improper cleaning
5. How to Start a Return
To request a return, please contact our support team:
📩 Email: velthradrop@gmail.com
Include:
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Your order number
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Reason for the return
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Photo/video (if applicable)
We typically answer within 24 hours.
6. Refund Processing Time
After your item arrives at our returns centre:
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Inspection: 1–2 business days
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Refund issued: 3–7 business days
Refunds are always sent to the original payment method.
7. Exchanges
If you prefer an exchange instead of a refund, we will dispatch the replacement as soon as the original item is received.
For faulty/damaged products, exchanges are free of charge.
8. Lost or Missing Orders
If your order is lost in transit or shows no tracking updates, we will offer:
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A free reshipment, or
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A full refund
9. Wrong Address or Failed Delivery
If an incorrect or incomplete address is provided, the courier may return the parcel.
In these cases, we can:
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Resend the order once it returns to us (a reshipping fee may apply), or
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Issue a refund minus shipping costs
Please ensure your delivery details are accurate.
10. Order Cancellations
You may cancel your order before it is dispatched.
If it has already shipped, it will be processed as a standard return.
11. Contact Us
For any assistance:
📩 Email: velthradrop@gmail.com
⏱️ We reply within 24 hours
Thank you for choosing Velthra Home.
Your home, your comfort — always our priority.