Vehicle Return Policy

Everything you need to know about returning your rental vehicle

Operating Company

Company: Velora Rentals Ltd

Location: London, United Kingdom

1. General Return and Refund Policy

This Return Policy applies to all purchases made through our website. Specific products or services may have additional return conditions outlined at the time of purchase.

Important Notice

Please review the specific return conditions for your purchase before making a return request. Some products or services may be non-refundable or subject to cancellation fees.

2. Refund Eligibility

To be eligible for a refund, you must:

  • Submit your refund request within the specified timeframe for your purchase
  • Provide proof of purchase (order number, receipt, confirmation email)
  • Meet the specific refund conditions for the product or service
  • Provide the reason for your refund request

Non-Refundable Items

The following are typically non-refundable:

  • Digital products or services that have been accessed or used
  • Personalized or custom-made items
  • Items marked as final sale or non-refundable at time of purchase
  • Payment processing fees

3. Refund Processing

Refund Processing by Payment Method

Refunds are processed to your original payment method. Processing times vary:

  • Credit/Debit Cards: 5-10 business days after refund is initiated. The exact timing depends on your card issuer's processing schedule.
  • Digital Wallets (Apple Pay, Google Pay): 1-3 business days. Refunds appear in your wallet within this timeframe.
  • Bank Transfers: 3-5 business days. You must provide valid bank account details.

Note: Our payment processor (Stripe) initiates refunds immediately upon our approval, but your bank or card issuer determines when funds appear in your account.

Partial Refunds

Partial refunds may be issued if:

  • Only part of your order is eligible for refund
  • Applicable fees or charges are deducted
  • A restocking fee applies

You will receive an itemized statement explaining any deductions from your refund amount.

Failed or Returned Refunds

If a refund fails due to an expired card, closed account, or incorrect details:

  • We will contact you using the email or phone number on file
  • You must provide alternative payment details within 30 days
  • Unclaimed refunds may be subject to administrative fees after 90 days

4. Cancellation Policy

Order Cancellations

You may cancel your order within the timeframe specified at the time of purchase. Cancellation policies vary by product or service type.

Cancellation Refunds

  • Cancellations made within the allowed timeframe: Full or partial refund depending on terms
  • Late cancellations: May incur cancellation fees or be non-refundable
  • No-shows or unused services: Typically non-refundable

Cancellation Refund Processing

When your cancellation is approved and a refund is due:

  • Refunds are processed within 2-3 business days of cancellation approval
  • The refund amount depends on the cancellation policy timing
  • Original payment processing fees (typically 1.5-3%) are non-refundable
  • Refunds may take 5-10 additional days to appear in your account

For urgent cancellations or special circumstances, please contact us directly.

Chargeback Warning

Initiating a chargeback or payment dispute without contacting us first may:

  • Delay your refund and extend the resolution process
  • Result in your account being suspended or banned
  • Incur additional administrative fees and legal costs
  • Affect your ability to make future purchases

Please contact us directly if you have concerns about any charges before initiating a dispute.

5. Exceptions and Special Circumstances

We may make exceptions to our return policy in special circumstances. Please contact us to discuss:

  • Defective or damaged products
  • Incorrect items shipped
  • Service not provided as described
  • Technical issues preventing use
  • Emergency or extenuating circumstances

6. How to Request a Refund

To request a refund:

  1. Contact us through our website or customer support channels
  2. Provide your order number and proof of purchase
  3. Explain the reason for your refund request
  4. Wait for our team to review and respond (typically within 2-3 business days)
  5. If approved, your refund will be processed according to our timelines

Get in Touch

Please use our contact page to submit refund requests or ask questions about our return policy.

Questions About Returns?

If you have any questions about our return policy, please don't hesitate to contact us.

Contact Us

Last updated: January 2025