Refund policy

Velmere’s 30-day guarantee

Try your Velmere showerhead at home. If it is not right for you, contact us within 30 days of delivery to request a return and refund. This guarantee applies to discounted and bundle orders too.

Start a return

Email havenryinfo@gmail.com with your order number and the item you would like to return. Please contact us before posting anything back. We will confirm the return instructions and arrange return shipping at our cost. There is no restocking fee.

For a complete kit or bundle refund, return the showerhead and the accessories and spare cartridges supplied with that kit. Normal use to try the showerhead does not exclude it from the guarantee. Standalone replacement-filter orders can also be returned within 30 days of delivery; contact us to arrange the return.

Refunds

Once your return is received and the refund approved, we issue it to your original payment method within 5 business days. Your bank may take a further 3–10 business days to display it. Contact us if an approved refund has not arrived after that time.

Damaged, defective or incorrect items

Check your order when it arrives. If something is damaged, defective or incorrect, email us your order number and, where possible, a photo of the issue. We will arrange a replacement or refund and explain whether a return is needed. You do not need to buy shipping protection to report a delivery problem.

Missing parcels

If tracking has stopped updating or shows a delivery you have not received, contact us so we can investigate with the carrier and arrange a replacement or refund as appropriate.

Cancellations and exchanges

Contact us as soon as possible to request a cancellation or address change. We can cancel for a full refund before shipment, but cannot guarantee changes once an order has been dispatched. For a different finish or product, contact us to arrange a return and a new order.