Refund policy
Last Updated: 20 September 2026
We want you to love everything you buy from Velosche. If something isn't right, our return process is simple and hassle free.
Order Cancellations
You can cancel your order within 24 hours of placing it by emailing us at info@velosche.com with your order number. After 24 hours we can't guarantee a cancellation, as your order may already be in processing. Once your order has been dispatched it can no longer be cancelled, but you can return it after delivery under this policy.
30 Day Easy Returns
You have 30 days from the day your order arrives to send items back. To qualify for a return, items must be:
- Unused
- In their original condition
- Returned with all original packaging, tags and accessories
Our support team will guide you through every step. Restocking Fee: £0. We never charge restocking fees.
Return Policy Overview
- Return Window: 30 days from the day you receive your order
- Condition: unused and in original condition, with all packaging, tags and accessories
- Easy Returns: our support team guides you through the process
- Restocking Fee: none
Return Costs
- Defective or incorrect products: returns cost you nothing if the item is incorrect, damaged by the carrier, or defective in any way.
- Change of mind: if you ordered the wrong item, it doesn't fit, or you simply no longer want it, you cover the actual return shipping cost.
- Original shipping costs are non refundable.
How to Return an Item
- Contact us: email info@velosche.com with your order number and the reason for your return.
- Pack your item: repack it securely in its original packaging, with all accessories, tags and documents.
- Send it back: ship your return using the instructions in your return authorisation email. You may use the carrier or method recommended there.
Refund Process
- Inspection: when your return arrives, we inspect it to make sure it meets our return criteria.
- Refund timing: once approved, please allow up to 7 business days for the refund to be initiated to your original payment method, depending on your bank or payment provider.
Exchanges
We're happy to exchange items. If you'd like a different size, colour or product, email us at info@velosche.com and we'll arrange a quick exchange.
Order Not Delivered
If your order hasn't arrived within the expected delivery window, email info@velosche.com with your order number and we'll investigate with the carrier. If the parcel is confirmed lost, we'll issue a full refund to your original payment method or send a replacement at no extra cost.
Non Returnable Items
For hygiene and safety reasons, some items can't be returned. These are clearly marked as non returnable on their product pages.
Changes to This Policy
We may update this Return and Refund Policy at any time. Any changes will appear on this page with a revised Last Updated date, so please check back from time to time. Continuing to use our website after changes are posted means you accept the updated policy.
Questions?
Visit our FAQ page or contact our customer service team for help.
Contact Information
Store Address: 128 City Road, London EC1V 2NX, United Kingdom
Store Email: info@velosche.com
Store Phone: +447366523772
Customer Service Hours: Monday to Friday: 9:00 AM – 5:00 PM (UK Time)
We do our best to reply to your email within 1–2 business days.