Return and Refund Policy

We want you to be happy with your order. This policy explains how to return an item to Velocity4Health (operated by Velocity4Health Cooking Ltd) and how refunds work. It does not affect your statutory rights.

Our 30-day return window

You can ask to return any item for a change of mind within 30 days of the day it was delivered. This is longer than the 14-day cancellation period that the Consumer Contracts Regulations give you for online orders, and it does not replace that legal right.

How to request a return

1. Contact us at contact@velocity4health.shop, on +44 7868 001358 or through our contact form, with your order number and the items you wish to return.
2. We will confirm your return and email you the return address and instructions. Please do not send items back before we have confirmed the return address.
3. Send the items back within 14 days of telling us you want to return them. We recommend a tracked service and keeping your proof of postage.

Condition of change of mind returns

Items should be unused and returned with all parts of the set, in their original packaging where reasonably possible, and packed securely so they are not damaged in transit. You may handle items as you would in a shop to check them. If an item has been handled or used beyond that, we may reduce your refund to reflect any loss in value, as the law allows. We do not charge restocking fees.

Return postage

Reason for return	Who pays return postage
Change of mind	You pay the cost of returning the item.
Faulty, damaged, incorrect or not as described	We cover the reasonable cost of returning the item, or arrange collection.

Faulty, damaged, incorrect or misdescribed items

If something arrives faulty, damaged, incorrect or not as described, please contact us as soon as possible with your order number and photos of the item and its packaging. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery. After that you are entitled to a repair or replacement, and if that is not possible or does not fix the problem, a price reduction or refund. These rights apply in addition to this policy.

Many of our products are made from natural materials such as mango wood, teak, olive wood, marble and handblown glass. Variations in grain, colour, veining, small bubbles and tone are described on our product pages and are not faults in themselves.

Refunds

Once we receive the returned item, or evidence that you have sent it back, we will check it and let you know whether the refund is approved. Approved refunds are usually processed within 5 business days of approval and always within 14 days of us receiving the item back or your evidence of return. Refunds cover the price you paid for the returned items. Delivery to you is free, so there is no outbound delivery charge to refund.

How refunds are paid for Cash on Delivery orders

Because you paid in cash when your order was delivered, we cannot refund to a card. We will pay your refund by bank transfer to a UK bank account in your name. We will ask you for the account details by phone or email. We will never ask for your online banking password or a card PIN. If you would prefer a different method, let us know and we will agree it with you.

Exchanges

If you would like a different item, the quickest way is to return the original for a refund and place a new order. If an item is faulty or incorrect, we can send a replacement if one is available.

Cancelling before delivery

If you change your mind before your order is dispatched, see our Order Cancellation Policy. If your order has already been dispatched, you can refuse delivery or return it under this policy.

Exceptions

Our current range does not include personalised, perishable or sealed hygiene products, so all items can be returned under this policy.

Contact

• Emailcontact@velocity4health.shop
• Phone+44 7868 001358
• HoursMonday to Friday, 10am to 6pm (UK time)
• AddressVelocity4Health Cooking Ltd, Unit 301A, 60 Frederick St, Birmingham B1 3HS, United Kingdom

Last updated: 2 November 2026