You may request a return within 30 days of receiving your order. Returns must be approved before anything is sent back, and the item has to be unused and in its original packaging.
How to start one
Email support@vellorasupply.shop with your order number and what you would like to send back. We reply with a return authorisation and the address to use. Please do not ship anything before you have that authorisation — an unannounced parcel cannot be matched to an order, and we cannot refund what we cannot identify.
What can go back
Anything unused, uninstalled and in the packaging it arrived in, within 30 days.
What cannot
Two categories of this catalogue cannot come back once they have been used, and on a range that is more than a third outdoor power equipment this matters more than it would on most stores:
- outdoor power equipment that has been used to cut grass or operated outdoors
- anything that has held fuel, oil or other operating fluids
A mower that has cut grass, or a machine that has held fuel or oil, cannot be resold as new and cannot be shipped as clean freight. Check the fit, the dimensions and the power supply before you run it.
Refunds
Once the return arrives and has been checked, the refund goes back to the original payment method. Card issuers then take their own few days to post it.
Faulty or wrong items
If something arrives damaged, faulty or simply is not what you ordered, that is not a return — email support@vellorasupply.shop within 48 hours of delivery with a photograph and we deal with it as a delivery problem. You do not pay to send back something that was wrong when it arrived.
Warranty is a separate thing
Covered by the manufacturer's warranty. A fault that appears after the 30-day window is a warranty matter and is handled by the manufacturer under their terms. Email us anyway and we will tell you who to contact and what they will ask for.