Refund policy
Refund & Returns Policy
Velvoria Home Last updated: 19 April 2026
At Velvoria Home, we want you to be completely happy with every piece. This policy sets out your rights and our process for returns, refunds and exchanges, in line with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.
1. Your right to cancel — 14-day cooling-off period
You have 14 calendar days from the day you receive your order to notify us that you wish to cancel, without giving a reason. This is your statutory right under the Consumer Contracts Regulations 2013.
Once you have notified us, you have a further 14 days to return the item to us.
How to notify us
Email hello@velvoriahome.com with:
- Your order number
- The item(s) you wish to return
- Whether you want a refund or exchange
You may also use the model cancellation form available at the end of this policy.
2. Condition of returned items
To be eligible for a full refund, items must be returned:
- Unused, in the same condition you received them
- In their original packaging, with all tags and protective materials intact
- Complete, with any accessories, manuals or certificates of authenticity
Items showing signs of use, damage or handling beyond what is necessary to inspect the goods may have their refund reduced accordingly, in line with the 2013 Regulations.
3. Non-returnable items
The following cannot be returned:
- Personalised or made-to-order items (engravings, custom finishes, bespoke sizes)
- Perishable goods (e.g. candles that have been lit, diffuser oils opened)
- Hygiene-sealed items where the seal has been broken
- Gift cards
These exclusions do not affect your statutory rights if the item is faulty or not as described.
4. How to return your item
- Contact us first at hello@velvoriahome.com with your order number. We will provide return instructions and the return address.
- Package the item securely in its original packaging. Fragile items (ceramics, glass, lighting) must be wrapped with adequate protection — damage caused by insufficient packaging is not our responsibility.
- Post the item using a tracked and insured service. We recommend Royal Mail Tracked 48 or Parcelforce for higher-value items.
- Keep your proof of postage until your refund is processed.
Return postage costs
- Change of mind / cooling-off return: You pay the return postage.
- Faulty, damaged or incorrect items: We cover return postage — we will either send a pre-paid label or reimburse your postage cost on production of a receipt.
5. Refunds
5.1. Once we receive and inspect your returned item, we will email you to confirm the refund.
5.2. Refunds are processed to your original payment method within 14 calendar days of receipt of the returned goods (often sooner). Depending on your card issuer, it may take a further 3–5 business days to appear on your statement.
5.3. We will refund the full price of the item plus the original standard delivery charge. Where you chose an upgraded delivery option (e.g. next-day), we refund only the standard delivery equivalent, as required by the 2013 Regulations.
5.4. If the returned item is used, damaged or incomplete, we may reduce the refund proportionately and will explain this in writing.
6. Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery: You are entitled to a full refund if the item is faulty.
- 30 days to 6 months: You are entitled to a repair or replacement. If we cannot repair or replace, you are entitled to a refund.
- After 6 months: You may still have rights under the Act, but the burden of proof may shift to you.
If your item arrives damaged: Please email us within 48 hours of delivery with photos of the damaged item and its packaging. This helps us process your claim quickly and raise any carrier liability.
7. Exchanges
We process exchanges as a refund followed by a new order. This is faster than holding stock and avoids disputes over stock availability during the return transit.
8. Your statutory rights
Nothing in this policy affects your statutory rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
9. Processing time note
Because each order is prepared individually by our partner studios (see Shipping Policy), please allow 3–5 business days from the date you notify us for the refund process to begin once we receive the returned item. Total time from your cancellation notice to money appearing in your account is typically 7–14 days.
10. Contact us
Velvoria Home 1A Holbrook Road, London E15 3EG, United Kingdom Email: hello@velvoriahome.com
Model Cancellation Form
(You may use this form to notify us of cancellation, but you are not obliged to.)
To: Velvoria Home, 1A Holbrook Road, London E15 3EG — hello@velvoriahome.com
I/We hereby give notice that I/we cancel my/our contract of sale of the following goods: