Our Returns Policy & Procedure
Please note items must be returned within six months of the date of Invoice.
Return shipping costs along with the cost of the goods will be credited once the item has been fully inspected and diagnosed as faulty or un-saleable, unless a prior arrangement has been made with the Vellacine management.
We reserve the right to refuse returned items where the above procedure guidelines have not been complied with.
Returns Authorisation
You must obtain a Returns Authorisation Code before sending anything back to us or we will not be able to process your return and raise a credit. Please follow our simple and easy guidelines.
1. E-mail
tradecounter@vellacine.com or telephone +44 (0)2920 228578
You must provide the following information to obtain a returns authorisation (RA) number
- Item Code
- Item Description
- Date of Purchase
- Invoice Number
- Quantity of damaged/faulty items
- A full description of the damage or fault
Please note we reserve the right to refuse any return which does not include a returns authorisation number or is not complete and in the original packaging.
Packing the item
Pack the item(s) securely and include
the returns authorisation number or a copy of the returns authorisation email.
Faulty or defective items
If the item you receive is faulty please contact our Customer Support team at
tradecounter@vellacine.com quoting your order reference, your company name and address, details of the product(s) and the reason for your return.
All products returned to us will be thoroughly checked by our Returns Department and only then will a credit, replacement or exchange be authorised and processed. Returns are usually processed within 7 working days of receipt. We will ask you if you would like us to replace the item (providing that it is still available) or credit your account. A refund will be made in the same form of payment that was used to make the initial purchase.
Returned Items lost in transit
We cannot be responsible for returned packages lost in transit: as you are responsible for returning the item(s) to us we recommend you use a track and trace facility with your courier/carrier when returning faulty or damaged goods.