Refund policy
Return and Refund Policy
Draft for review, not saved or published
Last updated: 25 September 2026
At Velmerry, we want you to be happy with your purchase. This policy explains how cancellations, returns, refunds, and faulty goods are handled. It does not limit your rights under the Consumer Rights Act 2015 or any other consumer protection law that applies to you.
1. Your cancellation right
For eligible online purchases, UK consumers generally have the right to cancel their order within 14 days after receiving the goods, without needing to give a reason. This right is subject to applicable legal exceptions.
To exercise this right, you must notify Velmery of your cancellation within that 14-day period. After notifying us, you generally have a further 14 days to return the goods.
You can notify us by email at:
support@velmerry.co.uk
You may use the cancellation form included in this policy, but you do not have to use that exact form. A clear statement explaining that you want to cancel your order is sufficient.
2. Cancellation form
To cancel an eligible online purchase, you may copy and complete the following form and send it to support@velmerry.co.uk:
To: Marketpen Limited, trading as Velmerry
Email: support@velmerry.co.ukI/We hereby give notice that I/We cancel my/our contract of sale for the following goods:
Goods ordered:
Order number:
Date ordered:
Date received:
Customer name:
Customer address:
Customer email:
Customer signature, where this form is submitted on paper:
Date:
3. Returning goods
Please contact Velmerry before returning anything. We will provide the appropriate return instructions.
Do not return products directly to a supplier or to the address shown on a parcel unless Velmerry has specifically instructed you to do so.
The registered office of Marketpen Limited is the official business address only. It is not automatically a product return address.
For an ordinary change-of-mind return, the customer pays the direct cost of return postage where legally permitted and where this was clearly explained before the order was placed.
This does not apply where the item is faulty, damaged, incorrect, not as described, or where applicable consumer law requires Velmerry to cover the cost.
Returned goods should be in unused and resalable condition, with their original packaging where reasonably possible. You may handle the goods only as much as necessary to inspect their nature, characteristics, and functioning.
If the value of the goods has been reduced because they were handled beyond what was reasonably necessary to inspect them, we may be entitled to deduct the resulting reduction in value where permitted by law.
4. Refunds
Refunds will be made using the same means of payment used for the original transaction, unless the customer expressly agrees otherwise. The customer will not incur fees as a result of the reimbursement.
Where required by law, we will refund the cost of standard delivery. We do not have to refund any additional cost for a premium delivery service chosen by the customer.
We may wait until we receive the returned goods or you provide evidence that you have sent them back, whichever happens first.
We will not charge a restocking fee.
5. Faulty, damaged, incorrect, or misdescribed goods
If your item is faulty, damaged in transit, incorrect, or not as described, contact us at support@velmerry.co.uk as soon as possible with your order number and photographs where useful.
Your statutory rights are not affected. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction, or refund.
We will not require you to pay return costs for goods that are faulty, incorrect, damaged before delivery, or otherwise do not conform to the contract.
6. Items that cannot be cancelled or returned
Some statutory exceptions may apply, including:
- Goods made to your specifications or clearly personalised for you.
- Sealed goods that are not suitable for return for health or hygiene reasons once unsealed.
- Other goods or circumstances excluded by applicable consumer law.
If an exception applies to a product, we will identify it before purchase where required.
7. Contact details
Marketpen Limited, trading as Velmerry
Company number: 15832953
Email: support@velmerry.co.uk
Telephone: +44 7474 722364
Registered office:
Office 15443
182–184 High Street North
East Ham
London
England
E6 2JA
The registered office is the official business address for Marketpen Limited. It is not automatically a product return address. Customers must contact Velmerry before making a return and wait for the appropriate return instructions.