Terms of service

Veloura Home – Terms of Service

Last updated: 2 September 2026

Welcome to Veloura Home.

These Terms of Service set out the terms that apply when you browse, use or purchase products through the Veloura Home website.

Please read these Terms carefully before placing an order.

By using our website or placing an order, you agree to these Terms, subject to your rights under applicable UK consumer law.

1. About Us

Veloura Home is an online retailer specialising in home décor, furniture and related products.

Business name: Veloura Home
Address: 124 City Road, London, EC1V 2NX, United Kingdom
Email: contact@velourahome.uk

Telephone: 07713672297

For questions about an order, product or these Terms, please contact us at the email address above.

2. These Terms and Your Legal Rights

These Terms apply to purchases made through our website.

Nothing in these Terms is intended to exclude, restrict or limit any legal rights that you have as a consumer under applicable UK law.

In particular, nothing in these Terms affects your statutory rights relating to:

The quality of goods
Goods being as described
Goods being fit for purpose
Faulty or defective goods
Your statutory cancellation rights for qualifying online purchases
Your remedies under applicable consumer legislation

If any provision of these Terms conflicts with a mandatory legal right, the mandatory legal right will apply.

3. Shopify Platform

Our online store is powered by Shopify.

Shopify provides the technology and ecommerce platform that enables us to operate our online store.

However, the contract for the sale of products purchased through our store is between Veloura Home and you.

Shopify is not the seller or merchant of record for products sold through Veloura Home.

Veloura Home is responsible for the products we sell, customer orders, refunds, returns, customer service and compliance with applicable laws.

Shopify, Network Intelligence and Enhanced Services
Our online store is powered by Shopify. Shopify provides the technology that allows us to operate our website and process orders and customer information.

Shopify may process information about your interactions with our store, together with information relating to your interactions with Shopify and other Shopify merchants, in connection with Shopify's Network Intelligence and Enhanced Services.

This may include the use of information for purposes such as analytics, personalisation, fraud prevention, security and, where permitted and where you have provided the required consent, advertising and other enhanced services.

Information may be processed by Shopify and relevant service providers in locations outside the United Kingdom. Shopify's processing is subject to its own privacy terms and policies.

You can find more information about how Shopify processes personal information in the Shopify Consumer Privacy Policy and manage applicable privacy choices through the Shopify Privacy Portal.

Nothing in these Terms affects your rights under applicable UK data protection or consumer protection law.

4. Eligibility to Purchase

You must be legally capable of entering into a binding contract to purchase products from us.

If you are purchasing on behalf of a business or organisation, you confirm that you have authority to place the order on its behalf.

Our website is primarily intended for consumers purchasing products for personal use.

5. Product Information

We make reasonable efforts to ensure that product descriptions, photographs, dimensions, colours and other information are accurate.

However, photographs may vary slightly from the actual product because of lighting, photography, screen settings or manufacturing characteristics.

Where products are made using natural materials, variations in colour, grain, texture or appearance may occur.

Such variations will not affect your statutory rights if a product is not as described or otherwise fails to meet the requirements of applicable law.

6. Product Availability

Products are subject to availability.

Because some products are supplied and fulfilled by independent suppliers through Shopify Collective, stock availability may be updated automatically and may occasionally change.

If a product becomes unavailable after you place an order, we will contact you and, where appropriate, offer a suitable solution, which may include a refund.

We will not knowingly accept an order for a product that we cannot supply.

7. Prices

All prices displayed on our website will be stated in pounds sterling (£), unless otherwise indicated.

Where applicable, prices will include VAT and other taxes required by law.

We take reasonable care to ensure that prices are accurate.

If we discover a genuine pricing error before your order is accepted, we may contact you before proceeding with the order.

We will not use a pricing error to deprive you of rights that you have under applicable law.

8. Placing an Order

When you place an order through our website, you are making an offer to purchase the selected products.

After you place an order, you will normally receive an order confirmation acknowledging that we have received your order.

Receipt of an order confirmation does not necessarily mean that your order has been accepted.

We may accept your order when we confirm that the product has been accepted for fulfilment or when the product is dispatched, depending on the circumstances.

If we cannot accept your order, we will inform you and refund any payment you have made for the unavailable order.

9. Payment

Payment must be made using one of the payment methods available at checkout.

Payment may be processed by Shopify Payments or another payment provider made available through our store.

You authorise the relevant payment provider to process the payment for your order.

We do not normally have access to your complete payment card details.

10. Order Confirmation and Contract Information

After placing an order, we will provide confirmation and relevant order information electronically.

You should retain your order confirmation and these Terms for your records.

Information relating to your purchase may include:

Products purchased
Product prices
Delivery charges
Your delivery address
Order number
Payment information
Applicable delivery information

11. Delivery

We will arrange delivery to the address provided during checkout.

Delivery times and costs will be displayed or communicated before you complete your purchase where required by law.

Some products may have different delivery times because they are fulfilled by independent suppliers.

Where a specific delivery date or timeframe is agreed with you, we will take reasonable steps to meet it.

Unless a different period has been agreed with you, applicable UK distance-selling rules generally require goods to be delivered without undue delay and, in relevant circumstances, within 30 days.

If delivery is significantly delayed or does not occur within an agreed legally applicable timeframe, you may have rights to cancel and obtain a refund.

Nothing in these Terms limits those rights.

12. Shopify Collective and Third-Party Suppliers

Some products sold through Veloura Home may be sourced through Shopify Collective.

This means that an independent supplier may hold the stock and fulfil the order directly to you.

The supplier may therefore:

Pick and pack your order
Dispatch your product
Provide delivery information
Process certain returns through Shopify Collective
Assist with product-related fulfilment issues

However, your purchase contract remains with Veloura Home, and we remain your point of contact for customer service.

Our use of Shopify Collective does not remove or reduce your statutory rights.

13. Returns and Refunds

Our Returns & Refunds Policy explains our voluntary 30-day returns policy and your statutory cancellation and consumer rights.

You can request a return in accordance with that policy.

Nothing in our Returns & Refunds Policy or these Terms limits your statutory rights.

For online purchases, qualifying consumers generally have a statutory right to cancel within 14 days of receiving the goods, followed by a further 14 days to return them.

Certain legal exceptions can apply, including qualifying personalised or custom-made goods.

Faulty, defective, incorrectly supplied or not-as-described goods are subject to your statutory consumer rights.

Please see our Returns & Refunds Policy for full details.

14. Faulty, Damaged or Incorrect Products

Products supplied to consumers must meet the requirements imposed by applicable UK consumer law.

This includes requirements relating to satisfactory quality, fitness for purpose and conformity with their description.

If you receive a product that is faulty, damaged, defective, incorrect or not as described, please contact us as soon as reasonably possible.

Depending on the circumstances and your legal rights, you may be entitled to:

A repair
A replacement
A price reduction
A refund
Rejection of the goods

The remedy available will depend on the circumstances and applicable law.

We will not require you to give up statutory rights in order to obtain a remedy.

15. 30-Day Short-Term Right to Reject

Under the Consumer Rights Act 2015, consumers may have a short-term right to reject faulty goods within 30 days in circumstances covered by the legislation.

This legal right is separate from our voluntary 30-day returns policy.

The existence of our voluntary returns period does not replace or restrict your statutory rights.

16. Changes of Mind

Our voluntary returns policy provides additional rights beyond the minimum statutory rights where applicable.

For qualifying online purchases, statutory cancellation rights may allow you to cancel without giving a reason within the applicable cancellation period.

You may be responsible for the direct cost of returning goods where the law permits this and we have provided the required information before your purchase.

For large or bulky products, including some sofas, chairs and other furniture, return or collection arrangements may differ.

Please refer to our Returns & Refunds Policy before returning any product.

17. Personalised and Custom-Made Products

Certain goods made to your specifications or clearly personalised may be excluded from the statutory cancellation right under applicable law.

This exemption does not automatically apply to all furniture or décor products.

Where a particular product is genuinely personalised or made to your specifications and the statutory exception applies, the product listing or checkout information will make this clear where appropriate.

Your statutory rights relating to faulty, defective or misdescribed products remain unaffected.

18. Delivery Damage

If a product arrives damaged, please contact us as soon as reasonably possible.

We may ask for photographs or other information to help us investigate the issue with the relevant supplier or delivery provider.

Providing photographs can assist us in resolving a claim, but we will not use an unreasonable evidence requirement to remove or restrict rights that you have under applicable law.

19. Cancellation by Veloura Home

We may need to cancel an order in limited circumstances, for example where:

A product is genuinely unavailable
There has been a clear and genuine pricing or listing error
We are unable to fulfil the order
We reasonably suspect fraudulent activity
We are required to do so by law

If we cancel an order after payment has been taken, we will provide an appropriate refund.

Nothing in this section limits your legal rights.

20. Website Use

You agree to use our website lawfully and responsibly.

You must not:

Use our website for unlawful purposes
Attempt to gain unauthorised access to our systems
Introduce malicious software
Interfere with the operation or security of our website
Copy or misuse our website content without permission
Use our website to commit fraud or other unlawful activity

We may restrict access to our website where reasonably necessary for security, maintenance or legal reasons.

21. Intellectual Property

Unless otherwise stated, the content on the Veloura Home website, including text, graphics, logos, photographs, designs and other materials, belongs to Veloura Home or the relevant rights holder.

You may access and use the website for personal, non-commercial purposes.

You must not reproduce, distribute, modify or commercially exploit our content without appropriate permission.

Where product images or descriptions are supplied by third-party suppliers, the relevant intellectual property rights remain with the applicable rights holder.

22. Reviews and Customer Content

If you submit a review, photograph, comment or other content to us, you must ensure that you have the right to provide it and that it does not:

Infringe another person's rights
Contain unlawful or defamatory material
Contain malicious software
Misrepresent your experience
Contain another person's personal information without appropriate permission

We may moderate or remove content where reasonably necessary, including where it breaches these requirements or applicable law.

We will not knowingly create or publish fake reviews.

23. Third-Party Services and Links

Our website may contain links to third-party websites or services.

We are not responsible for the content, availability or privacy practices of third-party websites.

Where a third party is involved in providing a service associated with your order, its own terms may also apply to that service.

This does not remove our responsibilities to you under the contract of sale or applicable consumer law.

24. Website Availability

We aim to keep our website available and functioning properly.

However, we cannot guarantee that the website will always be available, uninterrupted or free from errors.

We may temporarily suspend access for maintenance, security, technical issues or other legitimate reasons.

Nothing in these Terms excludes liability that cannot legally be excluded.

25. Our Liability

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits liability for:

Death or personal injury caused by negligence
Fraud or fraudulent misrepresentation
Breach of statutory consumer rights
Faulty or defective products where liability cannot lawfully be excluded
Any other liability that cannot legally be excluded or limited

We are responsible for the products we sell and for our obligations under the contract with you.

For consumers, mandatory rights and protections under applicable UK law take precedence over any conflicting provision in these Terms.

26. Events Outside Our Reasonable Control

We will not normally be responsible for delays caused by events outside our reasonable control, such as:

Severe weather
Natural disasters
Major transport disruption
Industrial action
Government restrictions
Serious technical failures
Widespread delivery-network disruption

However, this clause does not remove any statutory rights you may have if goods are not delivered within the period required by law or an agreed delivery period.

Where an unexpected event affects your order, we will take reasonable steps to communicate with you and minimise the impact.

27. Changes to These Terms

We may update these Terms from time to time.

The version applicable to your purchase will generally be the version in force when you place your order, unless a change is required by law or agreed with you.

We will update the "Last updated" date when these Terms change.

28. Privacy

Our Privacy Policy explains how we collect, use, store and share personal information.

By using our website, you acknowledge that your personal information will be handled in accordance with our Privacy Policy and applicable data protection law.

Our Privacy Policy does not form a basis for removing or restricting your statutory data protection rights.

29. Governing Law and Jurisdiction

If you are a consumer, these Terms are governed by the law applicable to your place of residence within the United Kingdom, to the extent required by applicable consumer protection law.

Nothing in these Terms prevents you from relying on mandatory consumer protections available to you under the law that applies to your circumstances.

Where English law applies, the courts of England and Wales will generally have jurisdiction, subject to any mandatory rights you may have to bring proceedings elsewhere.

30. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary.

The remaining provisions will continue to apply.