Refund policy
Refund Policy
We want you to love your Veetora bags and backpacks. If you're not completely satisfied with your purchase, we're here to help. Please read this policy carefully before starting a return.
Shipping & Returns
We currently ship to UK addresses only. This policy applies to all orders delivered within the United Kingdom.
Return Window & Your Consumer Rights
You have 30 days from the date of delivery to request a return.
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason, and receive a full refund. We voluntarily extend this window to 30 days as part of our customer satisfaction guarantee.
Under the Consumer Rights Act 2015, if an item is faulty, not as described, or not fit for purpose, you are entitled to a refund, repair or replacement.
Nothing in this policy affects your statutory rights.
Order Cancellations (The 24-Hour Window)
Within 24 hours: if you change your mind within 24 hours of placing your order, please contact us immediately at contact@veetora.com. If the order has not been dispatched, we will cancel it and issue a full refund at no charge.
After 24 hours / post-dispatch: if 24 hours have passed or your order has already been dispatched, the shipment cannot be stopped. You will need to wait for the package to arrive and follow our standard return process.
Eligibility for Returns
To be eligible for a return, items must meet the following conditions:
Unused: items must show no signs of use, marks, stains, or odours.
Original packaging: items must be returned in their original packaging with all protective materials, tags, and accessories included.
Proof of purchase: an order confirmation or receipt is required.
We inspect all returns on arrival. For returns made after your 14-day statutory cancellation period, items that do not meet these conditions may be refused or refunded at a reduced amount. Within the statutory 14-day period, a deduction may only be made where the value of the item has been reduced by handling beyond what is necessary to examine it.
How to Start a Return
1:Contact us at contact@veetora.com within 30 days of delivery.
2:Include your order number and the reason for the return.
3:We will provide specific instructions and your return shipping label.
3:Send your return to our official business address: Veetora, 8b Alderflat Dr, Stoke-on-Trent ST4 8HX, United Kingdom.
Please note: items sent back without prior approval will not be accepted.
Return Shipping Costs
Faulty, damaged, or incorrect items: we cover the full return shipping cost.
Change of Mind (After 24 Hours): To make the process hassle-free for you, we always provide a Pre-Paid Return Label for your package. If you are returning an item due to a change of mind, the fixed cost of this return shipping label will be deducted from your final refund amount once the return is processed.
Damaged, Defective, or Missing Items
Please inspect your order upon arrival. If your item arrives damaged, has missing components, or is defective, contact us immediately at contact@veetora.com with photos or a short video of the issue. We will arrange a replacement or a full refund at no extra cost to you.
Non-Returnable Items
Items returned without prior approval, or missing their original packaging or parts, may be refused (outside your statutory rights).
Exchanges
We do not offer direct exchanges. To get a different item, please return your original item following the process above and place a new order on our store.
Refund Processing
Once we receive and inspect your returned item:
1:We will email you to confirm receipt and the approval or rejection of your refund.
2:Approved refunds are processed to your original payment method within 3 business days (minus the return label fee for change-of-mind returns).
3:Please allow up to a further 5 business days for your bank or card provider to post the funds to your account.
If 15 business days have passed since our approval and you haven't received your refund, contact us at contact@veetora.com.
Contact Us
Email: contact@veetora.com
Phone: +86 153 975 478 07
Address: B27, Shing Lee Commercial Building
8 Wing Kut Street
Central
Hong Kong
Support hours: Monday to Friday, 9:00am–5:00pm ( HKT, UTC+8)