Shipping & Returns

Last updated:  [11.03.2026]

This Returns & Refunds Policy applies to purchases made through Vela Gather at [WEBSITE URL], operated by BRINDLEWICKSYSTEMS LTD.

For return requests and questions feel free to contact us. 

1. REQUESTING A RETURN

Under our voluntary return policy, you may request a return within 14 calendar days after receiving your order.

To request a return, email info@brindlewicksystems.com with your order number, the item you wish to return, and, if you choose, the reason for your request. A reason is not required when exercising a statutory right to withdraw without giving one.

We will provide return instructions and the appropriate return address. Contacting us first helps us process your return, but it does not restrict any statutory right to withdraw or require our approval where the law does not permit such a condition.

2. VOLUNTARY RETURN CONDITIONS

For returns under our voluntary policy, items must be unused, in the same condition as received, with all original tags attached, and in the original packaging where possible. All accessories, manuals, and free gifts must be included. .

Please include the supplied accessories, manuals, and components. We may ask for your order number or another reasonable proof of purchase.

These voluntary conditions do not replace the rules that apply to faulty, damaged, incorrectly described, or incorrect items, or to any statutory cancellation or withdrawal right.

3. STATUTORY CANCELLATION AND WITHDRAWAL RIGHTS

Depending on your location and the circumstances of your purchase, you may have a legal right to cancel or withdraw from an online purchase without giving a reason.

Where such a right applies, the applicable legal notice period, return period, refund deadline, and rules on delivery charges and handling of goods take precedence over conflicting provisions of our voluntary policy.

Right of withdrawal

You may withdraw from the contract within 14 days of receiving the goods, without giving a reason. To do so, email info@brindlewicksystems.com with your order number, or use the form below.

You must send the goods back within 14 days of your withdrawal notice. You may unpack and test the appliance as you would in a shop; it must be returned complete, with all accessories and in the original packaging where possible. You pay the return shipping cost, including for bulky items.

We refund all payments, including standard delivery, within 14 days of your notice, by the same payment method. We may withhold the refund until we receive the goods back.

The right of withdrawal does not apply to: appliances made to your specifications or clearly personalised; appliances that have been installed, plumbed in or connected to the mains and used beyond a short test; consumables and filters once opened.

A deduction for diminished value will only be made where permitted by applicable law and supported by the condition of the returned item.

4. ITEMS EXCLUDED FROM VOLUNTARY RETURNS

The following items are excluded from our voluntary return policy: 
— consumables and filters once opened (water and coffee filters, descaling agents, vacuum bags, cleaning cartridges);
— appliances that have been installed, plumbed in or hard-wired and used beyond a short test;
— items sold as damaged or clearance stock where the defect was disclosed before purchase;
— gift cards.

Any statutory exceptions to cancellation or withdrawal rights apply only where the relevant legal conditions are met and the required information has been provided before purchase.

An exclusion from voluntary returns does not remove your rights concerning a faulty, damaged, incorrectly described, or incorrect product.

5. RETURN SHIPPING AND ADDRESS

For eligible change-of-mind returns under our voluntary policy, return shipping is paid by Vela Gather.

For statutory withdrawals, return shipping costs are allocated in accordance with applicable law and the information provided before purchase.

Where we are responsible for resolving a faulty, damaged, or incorrect item, we will cover the necessary return costs to the extent required by applicable law.

Return address:
BRINDLEWICKSYSTEMS LTD
311 Shoreham Street
Sheffield, S2 4FA
United Kingdom

Pack items securely to prevent damage during transport. We recommend retaining proof of postage and using a tracked service, particularly for high-value goods. This recommendation does not alter how risk or responsibility is allocated by applicable law.

6. DAMAGED, FAULTY, OR INCORRECT ITEMS

If your order arrives damaged, contains the wrong item, or appears faulty, contact  info@brindlewicksystems.com as soon as reasonably possible.

Include your order number and a description of the issue. Photographs of the item and packaging may help us assess the problem, but we will consider other reasonable evidence where photographs are unavailable.

We will discuss the appropriate remedy, which may include repair, replacement, a price reduction, or a refund, depending on the circumstances and your rights under applicable law.

Please retain the packaging where reasonably possible. Reporting an issue promptly helps us investigate, but does not shorten any statutory claim period or remove your legal rights.

7. REFUND PROCESSING

We will confirm receipt of your return and explain the next steps. For voluntary returns, we aim to review the item and issue any approved refund within 14 business days of receiving it.

Where a statutory refund deadline applies, we will comply with that deadline. Any lawful right to withhold a refund until returned goods or proof of dispatch have been received will be exercised only where applicable law permits it.

Refunds are normally issued to the original payment method. We will not substitute store credit for a refund you are legally entitled to unless you expressly agree and applicable law permits it.

Your bank or payment provider may take additional time to display the refund after it has been issued.

8. ORIGINAL DELIVERY CHARGES AND DEDUCTIONS

For voluntary change-of-mind returns, original delivery charges are refundable.

Where the law requires reimbursement of original delivery charges, we will reimburse them as required. Any rules concerning optional premium delivery services or partial-order returns will be applied in accordance with applicable law.

Restocking or handling fees under our voluntary policy: none.

9. EXCHANGES

Our voluntary exchange policy is: we do not offer direct exchanges. Return the item under our return policy and place a new order.

If direct exchanges are unavailable, you may request an eligible return and place a separate order for the desired item. This does not affect any right to replacement as a remedy for a faulty or non-conforming product.

10. ORDER CANCELLATION BEFORE DISPATCH

To request cancellation before dispatch, email info@brindlewicksystems.com with your order number.

Our voluntary cancellation deadline is: any time before the order is dispatched. Cancellations are processed during business hours; if your order has already been handed to the carrier, we will explain the applicable return or withdrawal procedure.

This voluntary deadline does not restrict any statutory cancellation or withdrawal right.

11. MISSING OR DELAYED REFUNDS

If we have confirmed that a refund has been issued but it has not appeared after 14 business days, check with your bank or payment provider and contact info@brindlewicksystems.com.

We will help trace the refund and provide available payment references. This process does not extend any legal deadline applicable to us.

12. YOUR LEGAL RIGHTS

This policy supplements your mandatory consumer rights. Nothing in it excludes, limits, or replaces rights that cannot legally be waived.

A manufacturer’s warranty, where available, is additional to your statutory rights against the seller. You are not required to rely solely on a manufacturer where applicable law makes the seller responsible.

13. CONTACT DETAILS

Store: Vela Gather
Legal business name: BRINDLEWICKSYSTEMS LTD
Business address: 311 Shoreham Street, Sheffield, United Kingdom, S2 4FA
Email: info@brindlewicksystems.com