Refund policy
Returns and refunds
We want you to be able to try the Pure Steam properly, on the messes that actually bother you. That is why every order is covered by a 90-day money-back guarantee.
The 90-day guarantee
You have 90 days from the day your order is delivered to request a refund. Use the device in your home during that time. If it does not earn its place, email us and we will refund you in full.
To be eligible, the device and its attachments must be returned in reasonable condition, complete, and with the original packaging where possible. Normal signs of use are expected and are not a reason for us to refuse a refund.
Your statutory right to cancel (EU and UK)
Separately from our guarantee, if you are a consumer in the European Union or the United Kingdom you have the right to cancel your order within 14 days of receiving it, without giving a reason. To exercise this right, tell us clearly before the 14 days are up — an email to support@velvorex.com is enough. You then have a further 14 days to send the goods back.
Where you cancel under this statutory right, we refund all payments received from you, including the standard delivery cost, within 14 days of receiving the returned goods or proof that you have sent them, whichever is earlier. Nothing in this policy limits your statutory rights.
How to start a return
- Email support@velvorex.com with your order number and a short note about what went wrong.
- We reply within 24 hours on working days with a return address and instructions.
- Send the item back. Keep your proof of postage.
- Once the return arrives and is checked, we issue the refund.
Please do not send anything back before contacting us — returns received without a prior request can take considerably longer to process.
Return shipping costs
If the item is faulty, damaged in transit, or not what you ordered, we cover the cost of return shipping. If you are returning simply because you changed your mind, the return postage is yours to pay unless we have told you otherwise in writing.
Refund timing
Refunds are issued to the original payment method. Once we approve the refund we process it within 3 working days; your bank or card issuer then typically takes a further 5 to 10 working days to show it on your statement. That final step is outside our control.
Faulty or damaged items
Inspect your order on arrival. If anything is damaged, defective or incorrect, email us within 7 days with your order number and photos and we will arrange a replacement or a refund. This is in addition to the 2-year warranty covering the device against manufacturing defects.
Exchanges
The quickest way to exchange is to request a refund for the item you have and place a new order for the one you want.
Items we cannot refund
Gift cards and items marked as final sale are not eligible for return. Consumable accessories such as microfiber cloths cannot be returned once used, for hygiene reasons, unless they are faulty.
Questions
Email support@velvorex.com. A person reads every message and replies within 24 hours on working days.