Refund policy

At Veltrivo, we want you to be satisfied with your purchase. If you change your mind or experience an issue with your washing machine, our return and refund policy explains how to request a return, exchange, repair, replacement, or refund.

This policy applies to purchases made through https://veltrivo.co.uk/ and does not limit any rights you have under applicable UK consumer law.

1. 60-Day Returns

We offer a 60-day return period from the date you receive your order.

To request a return, please contact us at Support@veltrivo.co.uk with your order number and the reason for your request.

For a return to be eligible under our change-of-mind policy, the following conditions apply:

  • The washing machine must be returned with its accessories, manuals, and other supplied items.

  • The product should be returned in its original packaging where reasonably possible.

  • The product must not have damage caused by misuse, neglect, or unauthorised modifications.

  • We may assess the condition of the product before processing the return.

You may inspect the product to the extent reasonably necessary to establish its nature, characteristics, and functioning. Any assessment of diminished value will be handled in accordance with applicable consumer law.

Our 60-day return policy is an additional benefit and does not restrict your statutory rights regarding faulty, damaged, or misdescribed products.

2. Free Returns

We offer free returns for eligible orders delivered within the United Kingdom.

Because washing machines are large and heavy appliances, please contact our support team before arranging a return. We will explain the return procedure and coordinate the appropriate return arrangements.

Please do not send a washing machine to our business address without receiving return instructions from our support team.

If your product is faulty, damaged, or not as described, contact us so we can arrange an appropriate solution in accordance with your legal rights.

3. Faulty, Damaged, or Incorrect Items

Please inspect your order upon delivery and contact us as soon as reasonably possible if your washing machine arrives damaged, is faulty, or differs from the product description.

When contacting us, please provide:

  • Your order number.

  • A description of the issue.

  • Photographs or videos, if available and safe to obtain.

  • Any relevant delivery or product information.

We will review the issue and explain the available options. Depending on the circumstances and your statutory rights, these may include a repair, replacement, or refund.

Under UK consumer law, you may have a right to reject faulty goods for a full refund within the first 30 days. After this period, your rights may include repair or replacement and, where legally applicable, a price reduction or refund.

You will not be required to rely solely on a manufacturer's guarantee to exercise your statutory rights against us.

4. Refunds

Once a return has been received, or the relevant return and collection arrangements have been completed, we will assess the request and confirm the applicable outcome.

Where a refund is due, it will be issued to your original payment method unless another method is agreed with you.

For cancellations under the applicable online-shopping rules, refunds will be processed within the legally required timeframe, generally within 14 days of receiving the returned goods or receiving evidence that they have been sent back, where applicable.

For other approved returns, we will notify you of the expected processing timeframe.

Your statutory rights regarding refunds for faulty or misdescribed products remain unaffected.

5. Order Cancellations

If you wish to cancel an order before dispatch, please contact us as soon as possible at Support@veltrivo.co.uk and include your order number.

We will confirm whether the order can be cancelled before dispatch.

For online purchases, UK consumer law generally provides a 14-day cancellation period starting the day after you receive the goods. You must notify us of your decision to cancel within that period and generally have a further 14 days to return the goods.

Our 60-day return policy provides an additional return opportunity, subject to the applicable terms.

Exceptions and other statutory provisions may apply in certain circumstances.

6. Two-Year Guarantee

Products advertised by Veltrivo as including a two-year guarantee are covered by that guarantee according to the applicable guarantee terms supplied with the product or order.

The guarantee may provide for repair or replacement, subject to its stated scope and conditions.

If you experience a problem during the guarantee period, contact Support@veltrivo.co.uk with your order number and a description of the issue. We will explain the next steps and any applicable guarantee arrangements.

The two-year guarantee is in addition to your statutory consumer rights and does not replace, reduce, or exclude those rights. Your legal remedies may continue to apply even after a guarantee expires.

The exact guarantee provider, coverage, exclusions, and claim procedure will be confirmed in the applicable guarantee documentation.

7. Return Shipping and Collection

Eligible returns under our stated free-return policy will be arranged without a return shipping charge to the customer.

For large appliances, our support team will confirm whether collection is required and arrange the appropriate procedure.

If you are exercising a statutory cancellation right, any applicable collection or return arrangements will be explained before the return proceeds. We will comply with the rules applicable to large goods that cannot normally be returned by post.

Please do not independently arrange expensive transport before receiving instructions from us.

8. Exchanges and Replacements

If you receive a faulty, damaged, or incorrect washing machine, contact our support team to discuss the available options.

Where an exchange or replacement is agreed or required by law, we will explain the arrangements and any relevant timescales.

The availability of a particular replacement model may depend on stock and supplier availability. Where a replacement is unavailable, we will explain the alternatives available under applicable law.

9. Contact Us

For return, refund, cancellation, or guarantee enquiries, please contact us using the details below.

Business name: Veltrivo
Website: https://veltrivo.co.uk/
Email: Support@veltrivo.co.uk
Telephone: +44 1234 217417
Business address: 24 Westfield Rd, Bedford MK40 4DQ, United Kingdom

Please include your order number in all order-related enquiries so that we can assist you efficiently.

10. Your Statutory Rights

Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded or limited under UK law.

This includes applicable rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where this policy provides a benefit beyond your statutory rights, that additional benefit is subject to the terms stated above. Where statutory rights provide greater protection, those rights will take precedence.

Veltrivo — Customer Support
Support@veltrivo.co.uk
https://veltrivo.co.uk/