At MARTIN HILL CONTRACTS LTD, we want you to be satisfied with your Velarino purchase. If you are not completely happy with your order, the following returns and refund policy applies. It is in addition to, and does not affect, your statutory rights as a UK consumer.
Last updated: 31 October 2026
- Return window: 30 days from delivery
- Return method: By mail
- Return label: Free, included in your parcel
- Restocking fee: None
- Exchanges: Accepted
- Refund time: Within 10 days of approval
Returns
We offer a 30-day return policy. Items must be returned within 30 days of delivery.
To be eligible for a return:
- The item must be unused and in the same condition that you received it
- The item must be in its original packaging
- Proof of purchase (such as an order confirmation or receipt) must be provided
We do accept exchanges. Contact us with your order number and the item you would like instead, and we will arrange it.
How to return an item
1. Contact us: Email support@velarino.co.uk with your order number and the reason for your return, so we can issue a return authorisation.
2. Use the free label: A prepaid return label is included in your parcel. Keep it with your order paperwork.
3. Send it back by mail: Pack the item securely in its original packaging, attach the free return label and send it back within 30 days of delivery.
4. Inspection: Once your return arrives, we inspect it and notify you of the approval or rejection of your refund.
5. Refund: Approved refunds are processed within 10 days to your original payment method.
Method and fees
| What | Details |
|---|---|
| Return window | 30 days from delivery (new, unused items) |
| Method | By mail |
| Return label | Free – a prepaid return label is included in your parcel |
| Refund processing time | 10 days |
| Restocking fees | No cost |
Non-returnable items
Certain items cannot be returned unless they are faulty or were sent in error, including:
- Items that have been used, or damaged in a way not caused by our error
- Clearance or final sale items, where this is clearly stated on the product page
- Hygiene-sensitive items, such as personal-care appliances, once their protective seal has been removed
This does not affect your rights if an item is faulty, damaged on arrival or not as described. See our Warranty & Replacement Policy.
What if something goes wrong with my order?
What if my order never arrived?
If your order has not arrived within the estimated delivery window, please contact us at support@velarino.co.uk within 14 days of the expected delivery date. We will trace the shipment with the carrier and, if it cannot be located, issue a full refund or send a free replacement, at your choice.
What if my item arrived damaged?
If your item arrives damaged, contact us at support@velarino.co.uk within 48 hours of delivery with your order number and a photo of the damage. We will send a free replacement or issue a full refund, at no extra cost to you. You will not need to return the damaged item unless we ask you to.
What if I received the wrong item?
If you receive the wrong product, contact us at support@velarino.co.uk within 48 hours of delivery with your order number and a photo of the item received. You can return it free of charge with the prepaid label included in your parcel (or we may ask you to keep or dispose of the item, at our discretion), and we will send the correct item or issue a full refund.
Refunds
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund.
If approved:
- Refunds will be processed within 10 days
- The refund will be issued to your original payment method
Depending on your bank or card issuer, it may take a few additional business days for the refund to appear on your statement.
Your statutory rights
Under the Consumer Contracts Regulations 2013, you have the right to cancel an online order within 14 days of delivery without giving a reason. Our 30-day return policy gives you longer than this. Your rights under the Consumer Rights Act 2015 for faulty items are not affected by this policy.
Need help with a return?
Email support@velarino.co.uk with your order number. Business hours: Monday – Friday, 9:00 AM – 5:00 PM (UK time).