Refund policy

Last updated: September 23, 2026

Requesting a return

You may request a change-of-mind return within 30 calendar days after receiving your order. Email support@buttonvela.com with your order number or other proof of purchase and the items you wish to return. A reason is helpful but is not required when exercising a statutory withdrawal right.

To obtain the return address and shipping instructions for your order, email support@buttonvela.com before sending your parcel. Please do not send returns to our business address or the address on the original shipping label unless our support team directs you to do so. A statutory withdrawal notice does not require our approval to be effective, and contacting us for routing instructions does not restrict your statutory rights.

For our voluntary return offer, products must be unused, unaltered, and returned with their included components and packaging. These conditions do not prevent reasonable inspection or other rights permitted by consumer law, and do not apply to claims that an item is faulty or misdescribed.

Return shipping and original delivery fees

For change-of-mind returns in all regions we serve, customers are responsible for the direct cost of return shipping, except where applicable law requires otherwise. Our support team will provide the designated return destination for your order. Return postage may include international shipping, depending on that destination. The amount depends on the chosen carrier; we do not impose an additional restocking fee.

Original delivery charges are not refunded for voluntary change-of-mind returns unless required by law. For eligible statutory withdrawals, the standard outbound delivery charge is refunded as required by law; an upgrade above standard delivery need not be refunded.

If we sent a faulty, damaged, or incorrect item, we cover the necessary return costs for an applicable remedy. Please contact us before paying for return postage in those cases.

Damaged, faulty, or incorrect products

Email support@buttonvela.com with a description of the problem and, if practical, photographs to help us assess it. We will arrange an appropriate repair, replacement, or refund in accordance with your legal rights. Please report problems promptly, but a delay in reporting does not remove rights that cannot legally be restricted. Our change-of-mind return deadline does not replace statutory product guarantees.

Refunds and exchanges

We will assess your return and issue any eligible refund within 5 calendar days after receiving the returned goods, and always within any shorter applicable legal deadline. We will email you the outcome of our assessment. Refunds go to the original payment method unless you expressly agree otherwise. Your payment provider may need additional time to post the funds. Contact us if the refund does not appear after its expected processing period.

To change a style or color, contact us to arrange a return and place a new order. Availability and prices may change. This process does not affect your right to a replacement for faulty goods where applicable.

EU and UK statutory withdrawal rights

Our 30-day voluntary return window is additional to the statutory rights below and does not reduce them. Where EU or UK distance-selling withdrawal rules apply, you generally have 14 calendar days after receiving the goods to notify us that you wish to withdraw, without giving a reason. For a single order delivered separately, the period generally begins when you receive the last item. You then have a further 14 days after giving notice to send the goods back.

We will reimburse eligible payments, including the standard delivery charge where required, within 14 days after receiving your withdrawal notice. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever occurs first, where the law permits. You bear direct return costs only where this was properly disclosed and the law allows it. A deduction for diminished value is possible only for handling beyond what is necessary to establish the goods’ nature, characteristics, and functioning, and only where lawful. Merely opening packaging to inspect a product does not automatically remove withdrawal rights.

You may notify us by any clear statement sent to support@buttonvela.com or our business address. You may use this optional wording: “I withdraw from my purchase of [items], ordered on [date] and received on [date]. My name is [name], my address is [address], and my order number is [number]. Date: [date].” Add a signature only if submitting on paper.

Nothing in this policy limits a mandatory right to cancel, reject faulty goods, or receive a legal remedy.