Politica de rambursare
Last updated: 6 September 2026
RETURN AND REFUND POLICY
1. Your right to cancel an online order
If you purchase goods from Velvet Gold London online, you generally have the legal right to cancel your order within 14 days from the day after you receive the goods, without giving a reason.
If your order contains several items delivered separately, the 14-day cancellation period begins when you receive the last item.
To exercise your right to cancel, please contact us within the applicable cancellation period by email at:
You may simply provide a clear statement that you wish to cancel your order. You do not have to use a particular form.
2. Returning the goods
After notifying us that you wish to cancel your order, you must return the goods to us without undue delay and normally no later than 14 days after telling us that you wish to cancel.
Please contact us before sending your return so that we can provide any return instructions you may need.
Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning the goods, unless we have agreed otherwise.
We recommend using a tracked and insured postal service for returns, as you remain responsible for the goods until they reach us.
3. Condition of returned goods
You may handle the goods only to the extent necessary to establish their nature, characteristics and functionality, in the same way that you would reasonably be able to do in a shop.
If goods have been handled beyond what is reasonably necessary and their value has been reduced as a result, we may make a deduction from the refund to reflect that reduction in value, where permitted by law.
Items should be returned with their original packaging and accessories where reasonably possible.
4. Refunds
Once you have cancelled your order and the goods have been returned, we will issue your refund without undue delay and, in accordance with applicable law, no later than 14 days after:
- the day we receive the returned goods; or
- the day you provide evidence that you have sent the goods back,
whichever is earlier.
We will normally refund the payment using the same payment method used for the original purchase, unless we have agreed otherwise with you.
If you cancel the whole order under your legal cancellation right, we will refund the cost of the least expensive standard delivery option that we offered. We are not required to refund any additional amount you paid for an upgraded delivery service.
5. Faulty, damaged or incorrect items
Your statutory rights are not affected by this policy.
If an item is faulty, damaged on arrival, not as described, or the wrong item has been supplied, please contact us as soon as possible at:
We will deal with the issue in accordance with your legal rights under UK consumer law.
Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
We will not ask you to give up any rights you have under applicable consumer law.
6. Exchanges
We do not treat an exchange as a replacement for your statutory cancellation rights.
If you would prefer to exchange an item rather than receive a refund, please contact us at:
We will confirm whether an exchange is available for the particular item.
Any voluntary exchange policy is in addition to, and does not restrict, your statutory consumer rights.
7. Personalised or bespoke items
Where an item has been made or personalised specifically to your requirements, the normal 14-day cancellation right may not apply, where the law permits this exception.
This does not affect your statutory rights if a personalised or bespoke item is faulty, damaged, not as described or otherwise does not comply with your legal consumer rights.
8. Sealed goods
Where an item is supplied sealed for health or hygiene reasons, the legal cancellation right may not apply once the seal has been broken, where the law provides for this exception.
This does not affect your statutory rights regarding faulty, damaged or incorrectly supplied goods.
9. Sale and promotional items
Sale, discounted and promotional items have the same statutory consumer rights as full-price items.
A reduction in price does not remove your legal rights.
10. Your statutory rights
Nothing in this policy affects or limits your statutory rights under applicable UK consumer law.
If you have any questions about returning an item or requesting a refund, please contact:
Velvet Gold London
Paula Daniela Constantin – Sole Trader
261 Dagnam Park Drive
London RM3 9SA
United Kingdom
Email: hello@velvetgoldlondon.co.uk
Phone: 07402638149