Refund policy

1. 30-Day Return Guarantee We offer a 30-day return policy, giving you 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

2. How to Start a Return To start a return, you must contact us first at hello@platinumvelocity.co.uk.

Please note: While our head office is based in London, we utilize a network of authorized shipping locations across the UK to ship our orders and ensure fast delivery. All returns must be sent to the specific shipping location authorized by our team during the return process. Items sent back to our London head office or any unauthorized address will not be accepted and may delay your refund.

3. Return Shipping Costs

  • Faulty or Damaged Items: If the item is defective, damaged, or the wrong item was sent, Platinum Velocity will cover the return shipping costs. We will provide a pre-paid return shipping label or arrange for a collection at our discretion.

  • Change of Mind / No Longer Wanted: If you are returning an item due to a change of mind, you are responsible for paying the return shipping costs. We strictly recommend using a tracked shipping service, as we cannot guarantee that we will receive your returned item.

4. Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

5. Exceptions / Non-returnable Items Certain types of items cannot be returned, such as perishable goods, custom products, and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on sale items or gift cards.

6. European Union & UK 14-Day Cooling Off Period Notwithstanding the above, if the merchandise is being shipped into the European Union or the UK, you have the statutory right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.

7. Refunds We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return, please contact us at hello@platinumvelocity.co.uk.