Delivery & Returns information


1. DELIVERY & POSTAGE

 

1.1. UK only: Delivery of a Product will only be made to a UK (including Northern Ireland) postal address.

1.2. Delivery cost and method: All Products that you order (other than a free trial order) will be sent and delivered by the DPD Next Day Tracked and Signed at no cost. All free trial orders will be sent and delivered via Royal Mail 1st Class large letter not signed for, which has an anticipated delivery of 3-5 working days.

1.3. When we will provide the Products: We will indicate our estimated dispatch timings on the Website. Please note that the dispatch timings indicated on the Website are estimates only.  The timings are not guaranteed times. We will send you an email confirming when your Product has been dispatched which will be within 30 days after the date on which we accept your order.

1.4. We are not responsible for delays outside of our control: If our supply of the Products is delayed by an event outside our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. However, if you have not received your Product within 5 working days of the date we confirm dispatch, please notify our customer services team who will investigate on your behalf.

1.5. When you become responsible for the Products: The Products will be your responsibility once they have been delivered to the address indicated in your order.

1.6. When you own the Products: You will own the Products once we have received payment from you in full.

1.7. If you are not at home when the Product is delivered: If no one is available at your address to take delivery and the Products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the Products from a local depot.

1.8. If you do not re-arrange delivery: If you do not re-arrange delivery or collect the Products from a delivery depot, we will contact you for further instructions and may charge you for storage costs and any further delivery costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract.

1.9. Reasons we may suspend the supply of Products to you. We may have to suspend the supply of a Product in specific circumstances and in which case we will contact you. Please see our Terms and Conditions of Sale for more information.

 

2. COMPLAINTS & RETURNING PRODUCTS

 

Exercising your right to change your mind (Consumer Contracts Regulations 2013): You have a legal right to change your mind within 14 days of receiving a Product and to receive a refund.

When you don't have the right to change your mind: You do not have a right to change your mind in respect of any Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them; and

How long do you have to change your mind: You have 14 days after the day you (or someone you nominate) receives the Products, unless your Products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the Products.

Returning products after exercising your right to change your mind: If the Products have already been dispatched to you or you have already received them, you must return them to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. You will have to bear the direct cost of returning the Products to us.

When we will refund you: If you are exercising your right to change your mind and cancel the contract, you will receive a full refund of the price you paid for the Products and any applicable delivery charges (see clause 8.9 (b)) to the credit or debit card or other payment method that you used to pay. We will process the refund without delay and in any event not later than (a) 14 days after the day we receive back from you any Products supplied; or (b) if there were no Products supplied, 14 days after the day on which we receive your cancellation notification. We may withhold the refund until we have received the Products back or you have supplied evidence of having returned the Products to us (whichever is the earliest).

2.1. How to tell us about problems: Please contact us via email at info.gb@velo.com if you have any complaints about the Product. We aim to resolve any complaints as far as possible within 14 days.

2.2. Returning defective Products: In the event that the Product delivered to you is damaged or defective, please contact us as soon as possible using the contact details  above. We will provide you with an address to return the Product with its original packaging back to us free of charge.

2.3. Inspection of Product: Upon our receipt of the returned Product, we reserve the right to inspect the Product to determine whether, in our opinion, it is faulty or not.

2.4. How we will refund you if the Product is faulty: If we agree that the Product is defective, we will offer you a full refund of the price of the Product (including any additional delivery charges paid). Alternatively, you may, where possible, choose to have the Product repaired and resent to your nominated delivery address free of charge. Given the nature of the Products, it may not always be possible to repair the Product. In this situation we will provide a full refund or a replacement Product to you.

2.5. When you will receive your refund: Once we confirm that you are entitled to a refund, we will aim to process your refund as soon as possible and, at the latest within 14 days of confirming that you are entitled to a refund. You will receive your refund to the credit or debit card that you used to pay.

2.6. Your key legal rights: We are under a duty to supply the Products in conformity with this Contract. Nothing in these terms will affect your legal rights. For more information please review our Terms and Conditions of Sale.

age verification symbol eighteen plus colour black

Welcome to Velo Nicotine Pouches. BEFORE YOU COME IN, YOU MUST BE AGED 18 YEARS OR OVER.

Please verify your age before entering the site*

*18+ only. This product contains nicotine and is addictive. For adult nicotine or tobacco consumers only.

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