Refund policy

Veloura Home – Returns & Refunds Policy

Last updated: 2 September 2026

At Veloura Home, we want you to be happy with your purchase. If you change your mind about an order, or if an item arrives faulty, damaged or not as described, please contact us and we will assist you in accordance with this policy and your statutory rights.

Nothing in this policy limits, excludes or replaces any rights you have under applicable UK consumer law.

1. Our 30-Day Returns Policy

We offer a 30-day returns period for eligible products.

If you change your mind about a purchase, you may request a return within 30 days of receiving your order.

Our 30-day returns period is an additional benefit provided by Veloura Home and does not affect your statutory rights.

For most goods purchased online, UK law gives consumers a statutory right to cancel their order within 14 days of receiving the goods without giving a reason. After notifying us of cancellation, you generally have a further 14 days to return the goods.

Where the statutory cancellation rules apply, those rights will always take precedence over any conflicting provision of this policy.

2. Starting a Return

To request a return, please contact us at:

Email: contact@velourahomeuk.com

Please provide:

Your order number
Your name
The product(s) you wish to return
The reason for the return, if you wish to provide one
Photographs or other information where relevant, particularly if the product is damaged or defective

Please contact us before sending any product back.

We will provide the appropriate return instructions or collection arrangements for your order.

Please do not send a product to an address other than the return address or collection location provided by us.

3. Condition of Returned Products

For returns made under our additional 30-day returns policy, we ask that products are returned in their original condition and packaging where reasonably possible.

However, if you are exercising your statutory cancellation rights, you are entitled to handle the goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in a similar way to how you would be able to inspect them in a shop.

If goods have been handled beyond what is reasonably necessary and their value has consequently been reduced, we may be entitled to make a reasonable deduction from the refund where permitted by law.

We will not apply an automatic or fixed percentage deduction.

4. Large and Bulky Products

Some products sold by Veloura Home, including sofas, chairs and other furniture, may be large or bulky and may not be suitable for return using ordinary postal services.

If you wish to return a large or bulky product, please contact us before arranging a return or collection.

We will provide the appropriate return or collection instructions.

Where you are responsible for the direct cost of returning goods under your statutory cancellation rights, we will inform you of this as required by law.

Where a product is faulty, damaged, incorrect or not as described, we will provide the appropriate remedy and will not require you to pay costs that we are legally required to cover.

5. Faulty, Damaged or Incorrect Products

If your order arrives damaged, faulty, defective or not as described, please contact us as soon as reasonably possible.

Please provide your order number and, where reasonably possible, clear photographs or video showing the issue.

We may request photographs or other information to help us investigate the issue and arrange an appropriate remedy. A request for photographs or information will not be used to unlawfully restrict or delay your statutory rights.

Depending on the circumstances and your statutory rights, you may be entitled to a repair, replacement, price reduction or refund.

If a return or collection is required because a product is faulty, damaged, incorrect or not as described, we will provide appropriate return or collection arrangements.

Nothing in this policy affects your rights under the Consumer Rights Act 2015.

6. Your Statutory Cancellation Rights

For most goods purchased online, you have a statutory right to cancel your order without giving a reason.

You generally have 14 days from the day after receiving the goods to notify us that you wish to cancel.

After notifying us, you generally have a further 14 days to return the goods.

Where you validly exercise your statutory cancellation right, we will provide the refund required by applicable law.

This will normally include the cost of the least expensive standard delivery option we offered.

If you selected a more expensive delivery service, we are generally only required to refund the cost of the least expensive standard delivery option.

You may be responsible for the direct cost of returning goods where permitted by law and where you were informed of this before entering into the contract.

7. Refunds

Where you exercise your statutory cancellation right, we will issue your refund within the timeframe required by applicable law.

For returned goods, we may withhold the refund until we receive the goods back or you provide evidence that the goods have been returned, whichever occurs first, where permitted by law.

Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed or required by law.

Once a refund has been processed by us, the time taken for the funds to appear in your account may depend on your bank or payment provider.

8. Partial Refunds

In some circumstances, we may offer a partial refund if you wish to keep a product rather than return it.

Any partial refund will be agreed with you and will not remove or restrict any statutory rights you have.

Where the law permits a deduction because the value of goods has been reduced through handling beyond what was reasonably necessary to inspect them, any deduction will reflect the actual reduction in value and will not be an automatic percentage.

9. Exchanges

If you would like to exchange an item for another size, colour or variant, please contact us at:

contact@velourahomeuk.com

We will let you know whether an exchange is available and explain the applicable process.

An exchange may be processed as a replacement order or as a new linked transaction through our Shopify store.

An exchange is not intended to remove or restrict any statutory cancellation or consumer rights.

10. Products With Different Cancellation Rights

Certain products may be excluded from the statutory right to cancel where a specific legal exception applies.

This may include certain personalised or bespoke products made specifically to a customer's requirements.

If a particular product is subject to a legal exception, this will be made clear to you before you place your order.

The fact that a product is furniture does not, by itself, mean that it is exempt from statutory cancellation rights.

11. Shopify Collective Orders

Some products available through Veloura Home may be fulfilled by independent suppliers through Shopify Collective.

Where this applies, Veloura Home remains your point of contact for customer service, returns and refunds.

Return and collection arrangements may vary depending on the product and supplier. We will provide the appropriate instructions when you contact us regarding a return.

The use of Shopify Collective or any third-party fulfilment arrangement does not affect your statutory rights as a consumer.

12. Return Address

Please do not send a return to our business address unless we specifically instruct you to do so.

As some orders may be fulfilled through Shopify Collective suppliers or other fulfilment partners, the appropriate return address or collection arrangements may vary depending on the product.

We will provide the appropriate return instructions when you contact us.

Business address:

Veloura Home
124 City Road
London
EC1V 2NX
United Kingdom