Refund and Returns Policy

Contents

Overview

If you’re looking to return or exchange your order for whatever reason, we’re here to help! We offer a refund and/or exchange within the first 30 days of your purchase. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. You can return your product for store credit, a different product, or a refund to the original payment method.

Please note the following exceptions to our return and refund policy:

Discounted items are final and cannot be returned or exchanged.
Returned items must have tags still on and be returned in its original product packaging.
Returned items must have no visible signs of wear or use.

To initiate a return, please complete the following steps:

Reply to your order confirmation email to request which products you would like to return.
Send all items back to us using the label provided.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@portvelo.co.uk and send your item to: 26 Kingfisher road, Portishead, Bristol BS20 7QD.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: 26 Kingfisher road, Portishead, Bristol BS20 7QD.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.