Returns & Refunds
Last updated: 14 June 2026
Please read our Returns & Refunds Policy carefully before placing an order. If you have any questions, you can contact us at:
At Velunora Home, we want you to feel confident when shopping with us. If there is an issue with your order, we will always do our best to help.
30-Day Return Policy
You have 30 days after receiving your order to request a return.
To be eligible for a return, your item must be:
- Unused
- In the same condition that you received it
- In its original packaging
- Complete with all parts, accessories, and manuals where applicable
To start a return, please contact us first at:
Please do not send any items back before contacting us. We will provide the correct return instructions and return address.
Change of Mind
If you change your mind, you may request a return within 30 days of receiving your order.
The product must be unused and in its original packaging.
Return shipping costs for change-of-mind returns are the customer’s responsibility, unless the item is faulty, damaged, or incorrect.
Damaged on Arrival
If your item arrives damaged, please contact us as soon as possible at:
Please include:
- Your order number
- Photos or videos of the damaged item
- Photos of the packaging
- A short explanation of the issue
After reviewing the case, we will offer a suitable solution, such as a replacement or refund.
Faulty or Defective Items
If your product is faulty or stops working within 30 days of delivery, please contact us at:
Please include your order number and clear photos or videos showing the fault.
Once the issue is confirmed, we may offer a replacement, repair, or refund depending on the situation.
This does not affect your statutory rights under UK consumer law.
Wrong Product Received
If you receive the wrong item, please contact us within 30 days of delivery.
Once confirmed, we will arrange a suitable solution, such as sending the correct item or issuing a refund.
Product Never Arrived
Our estimated delivery time is:
Processing time: 1–2 business days
Delivery after dispatch: 5–8 business days
Total estimated delivery: 7–10 business days
If your order has not arrived after the estimated delivery period, please allow a little extra time, as delays can sometimes happen due to courier issues, weather, high order volume, or other circumstances outside our control.
If your order has still not arrived after 12 business days, please contact us at:
We will check the tracking information and investigate with the courier. If the parcel is confirmed lost, we will offer a replacement or refund.
Exchanges
If you would like to exchange an item, please contact us within 30 days of receiving your order.
The item must be unused and in its original packaging.
If the exchange is approved, we will provide return instructions.
Refunds
Once we receive and inspect your returned item, we will notify you by email.
If your refund is approved, it will be issued to your original payment method.
Refunds are usually processed within 14 days after we receive the returned item, but your bank or payment provider may take additional time to make the funds available. UK rules say retailers must refund within 14 days of receiving the returned item.
Return Shipping
For faulty, damaged, or incorrect items, we will help with the return process.
For change-of-mind returns, the customer is responsible for return shipping costs.
We recommend using a tracked delivery service when returning items, as we cannot be responsible for returned parcels that are lost in transit.
Non-Returnable Items
We may not accept returns for:
- Items that have been used, installed, damaged, or altered by the customer
- Items returned without original packaging
- Items missing parts or accessories
- Items returned without contacting us first
- Gift cards, where applicable
- Custom or personalised products, where applicable
Chargebacks and Payment Disputes
If you have an issue with your order, please contact us first at:
We can usually resolve delivery, refund, replacement, or product issues faster by email. Opening a payment dispute may delay the resolution process because the payment provider may freeze the transaction while they review the case.
How to Start a Return
Please follow these steps:
Step 1: Email us at support@velunorahome.co.uk with your order number and reason for return.
Step 2: Wait for our confirmation and return instructions.
Step 3: Send the item back using the return address we provide.
Step 4: Once your return is received and inspected, we will update you by email.
Contact Us
If you need help with a return, refund, exchange, or delivery issue, please contact us:
Velunora Home
Email: support@velunorahome.co.uk
Phone: +44 2041780935
Customer Service Hours: Monday to Friday, 9:00 AM – 5:00 PM UK time
Company: CAPE CAUSE LTD
Company No.: 16546207
Address: 2nd Floor College House, 17 King Edwards Road, Ruislip, London, HA4 7AE, United Kingdom