Refund policy

RETURNS

We want you to be completely satisfied with your purchase. This policy explains your rights under UK consumer law and our store terms.

Your Legal Right to Cancel (Consumer Contracts Regulations 2014)

If you purchase goods online or by phone, you have the legal right to cancel your order within 14 calendar days of receiving your goods, without giving any reason.

  • To exercise this right, you must notify us in writing (email is fine) within the 14-day period.

  • You then have an additional 14 days to return the goods to us.

  • We will refund the price you paid for the goods, including standard delivery costs, within 14 days of receiving the returned goods (or evidence of them being sent back).

  • Goods must be returned in the same condition you received them—unused, with all original packaging and tags.

Your Right to Reject Faulty Goods (Consumer Rights Act 2015)

If your goods are faulty or not as described, you have the legal right to reject them within 30 days of receipt and receive a full refund.
After 30 days, we will offer a repair or replacement in line with your statutory rights.

Our Store Return Policy

In addition to your statutory rights, we offer a 30-day return policy for unwanted items. This means you have 30 days from receipt to request a return, provided:

  • Items are unused, unworn, and in their original packaging.

  • Proof of purchase is provided.

To start a return, email us at info@velobavarian.co.uk.
Send returns to:
Flumina House, Belper, ENG, DE56 0RN, United Kingdom

If your return is accepted, we will provide a return shipping label and instructions. Items sent without prior authorisation will not be accepted.

Damages and Issues

Please inspect your order immediately upon arrival and contact us straight away if:

  • An item is faulty,

  • Damaged in transit, or

  • The wrong item has been sent.

We will assess the issue promptly and arrange a replacement, repair, or refund where appropriate.

Items Excluded from Returns

We cannot accept returns for:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom-made or personalised products

  • Personal care items (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items or gift cards

Exchanges

The fastest way to get a replacement is to return your item as above and place a new order once your return is accepted.

Refunds

We will confirm receipt and inspection of your return before approving a refund.
If approved, refunds will be processed to your original payment method within 10 business days.
Please note that your bank or card provider may take additional time to process the payment.

If more than 15 business days have passed since approval, please contact us at info@velobavarian.co.uk.

COMPLAINTS POLICY

Last Updated: 8 August 2025

At Velo Bavarian, we are committed to providing excellent customer service. However, if something goes wrong, we want to know about it and put it right quickly.

How to Make a Complaint

You can contact us using any of the methods below:

Phone: +44 (0)1332 841950
Email: info@velobavarian.co.uk
Address:
Velo Bavarian
Flumina House
Foundry Lane
Belper, Derbyshire
DE56 0RN
United Kingdom

What to Include in Your Complaint

When contacting us, please provide:

  • Your name and contact details

  • A description of your complaint

  • Any relevant order numbers or references

  • Supporting documents or photos if applicable

Our Complaints Process & Timeframes

  • We will acknowledge your complaint within 5 working days of receiving it.

  • We aim to provide a final response within 8 weeks.

  • If we cannot resolve your complaint within this timeframe, we will explain why and let you know when you can expect a final decision.

If You Are Not Satisfied

If you are unhappy with our final response or we do not respond within 8 weeks, and you are an eligible complainant, you can escalate your complaint to the Financial Ombudsman Service.

Financial Ombudsman Service contact details:

You must refer your complaint to the Financial Ombudsman within 6 months of our final response letter.

Our Commitment

We take all complaints seriously and aim to use your feedback to improve our products, services, and processes.