Refund policy
Returns & Refunds Policy
Last updated: 10 June 2026
Thank you for shopping with Velunora Home. Please read this Returns & Refunds Policy carefully before placing an order.
For questions or assistance, contact us at:
Delivery Time
Orders are normally processed and fulfilled within 1–2 business.
After dispatch, delivery typically takes 5–8 business days. Most customers therefore receive their order within approximately 7–10 business days from the date of purchase.
Delivery dates are estimates and may occasionally be affected by circumstances outside our reasonable control, including:
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Carrier delays
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Severe weather
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Public holidays
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Customs checks
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Incorrect or incomplete delivery information
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Peak shopping periods
If your order has not arrived after 12 business days from the purchase date, please contact us at support@velunorahome.co.uk with your order number.
We will review the tracking information and investigate the shipment with the carrier or fulfilment partner.
If the parcel is confirmed lost, we will offer either:
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A replacement at no additional cost, or
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A full refund to the original payment method
An order will not normally be considered lost while valid tracking information confirms that it is still moving through the carrier network.
Right to Cancel an Online Order
You may cancel an eligible online purchase by notifying us within 14 days after receiving the goods.
After notifying us that you wish to cancel, you normally have a further 14 days to return the goods.
To exercise your right to cancel, email:
Please include your order number and clearly state that you wish to cancel and return the order.
Velunora Home 30-Day Return Period
In addition to your statutory rights, Velunora Home offers a voluntary return period of up to 30 days after delivery.
To qualify for a voluntary return, the product must:
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Be unused
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Be in its original condition
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Include all original parts and accessories
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Include any manuals or instructions
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Be returned in its original packaging
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Be suitable for resale
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Not have been installed, assembled, altered, or damaged
You must contact us before sending any product back.
Returns sent without prior approval may be refused or may experience significant processing delays.
Damaged Items
Please inspect your order when it arrives.
If your product arrives damaged, contact us within 48 hours of delivery at:
Please include:
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Your order number
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A description of the damage
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Clear photographs or videos of the item
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Photographs of the packaging
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A photograph of the shipping label
Please keep the item and all packaging until we provide further instructions.
After reviewing the evidence, we may offer:
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A replacement
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A repair
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A partial refund
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A full refund
The appropriate solution will depend on the circumstances and your statutory consumer rights.
Incorrect Product Received
If you receive a product that is different from the item you ordered, contact us as soon as possible.
Please provide your order number and clear photographs of the product and shipping label.
Once verified, we will arrange one of the following:
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Shipment of the correct product
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A replacement
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A full refund
We will cover reasonable return costs for products sent incorrectly.
Faulty or Defective Products
Products supplied by Velunora Home must be:
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As described
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Of satisfactory quality
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Fit for their intended purpose
If your product develops a fault, contact us as soon as possible at:
Depending on the nature of the fault and when it is reported, you may be entitled to:
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A full refund
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A repair
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A replacement
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A partial refund
Damage caused by the following is not considered a manufacturing defect:
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Misuse
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Accidental damage
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Incorrect installation
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Failure to follow instructions
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Unauthorised repairs or modifications
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Normal wear and tear
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Damage caused by unsuitable weather exposure where the product is not rated for that use
Nothing in this policy limits your statutory rights.
Change-of-Mind Returns
For approved change-of-mind returns, the product must be:
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Unused
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Uninstalled
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Unassembled, where reasonably possible
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Complete
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In its original condition
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In its original packaging
You are responsible for reasonable return shipping costs for a change-of-mind return unless we confirm otherwise in writing.
We recommend using a tracked delivery service and keeping your proof of postage.
Velunora Home is not responsible for customer returns that are lost or damaged while being returned.
Exchanges
You may request an exchange within 30 days of delivery, subject to product availability.
The product must meet the return conditions described in this policy.
To request an exchange, contact:
If the requested replacement is unavailable, we may offer:
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An alternative product
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Store credit, if you agree
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A refund to your original payment method
Non-Returnable Products
Unless the product is faulty, damaged, incorrect, or your statutory rights apply, we may not accept returns for:
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Products that have been installed
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Products that have been assembled and cannot reasonably be restored to their original condition
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Products that have been used
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Products that have been altered or modified
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Products damaged through misuse
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Products missing parts or accessories
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Products without their original packaging
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Personalised or made-to-order products
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Gift cards
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Items clearly marked as final sale before purchase
This section does not remove your legal rights relating to faulty, damaged, unsafe, or misdescribed goods.
Return Shipping Costs
Velunora Home will cover reasonable return shipping costs when:
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The product is faulty
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The product arrived damaged
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The wrong product was supplied
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We are legally required to cover the cost
For change-of-mind returns, the customer is responsible for return postage unless otherwise agreed.
Do not use an expensive premium return service unless we have approved it in advance.
Return Address
Do not send products to our registered office unless we specifically instruct you to do so.
Our registered office is not a customer returns centre.
After your return request has been approved, we will provide:
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The authorised return address
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Return instructions
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Any applicable return reference number
Some orders may be fulfilled by third-party logistics or manufacturing partners. The authorised return location may therefore differ depending on the product and fulfilment origin.
Direct Supplier Fulfilment
Some products may be shipped directly by approved manufacturing or logistics partners.
This does not affect your rights as a customer or Velunora Home’s responsibility for your order.
You must always contact Velunora Home before returning an item. Do not return an item directly to the sender address shown on the parcel unless we have confirmed that address in writing.
Refund Processing
Once a returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method.
We aim to initiate approved refunds within 5 business days after inspection.
Your bank, card issuer, PayPal, or payment provider may take additional time to display the refund in your account.
Where required by law, refunds will be processed without undue delay and within the applicable legal time limit.
Original Delivery Charges
Where you cancel an eligible online order within the statutory cancellation period, we will refund the standard outbound delivery charge where required by law.
If you selected a more expensive premium or express delivery method, we may refund only the cost of our standard delivery option.
Refused, Failed, or Undeliverable Deliveries
Customers are responsible for providing a complete and accurate delivery address.
If an order is returned because:
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The address was incorrect or incomplete
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The customer refused delivery
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The customer failed to collect the parcel
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The carrier was unable to access the delivery location
we may deduct reasonable return, storage, or redelivery costs from the refund where permitted by law.
We will contact you where possible before taking further action.
Order Cancellation Before Dispatch
Contact us immediately if you wish to cancel an order before dispatch.
We will try to stop fulfilment, but cancellation is not guaranteed once the order has entered processing or has been sent to a fulfilment partner.
If the order has already been dispatched, you may need to receive and return it under this policy.
Chargebacks and Payment Disputes
Please contact us first if you experience a problem with your order.
Email:
We aim to resolve legitimate issues promptly.
If a chargeback or payment dispute is already open, the payment provider may temporarily prevent us from issuing a separate refund for the same transaction.
Nothing in this section removes your legal right to contact your bank or payment provider.
Fraudulent claims or knowingly false disputes may be reported to the relevant payment provider or authorities.
Return Abuse and Fraud
We may refuse voluntary returns or future service where there is reasonable evidence of:
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Repeated or excessive return abuse
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Deliberate product substitution
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Products returned used, altered, incomplete, or damaged
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False damage or non-delivery claims
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Fraudulent or criminal activity
This does not affect statutory consumer rights.
How to Request a Return
Step 1
Email support@velunorahome.co.uk.
Include:
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Your full name
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Order number
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Product name
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Reason for the return
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Photos or videos, where relevant
Step 2
Wait for return approval and instructions from our support team.
Step 3
Package the product securely using the original packaging where available.
Step 4
Send the parcel to the authorised return address using a tracked service.
Step 5
Keep your tracking number and proof of postage until the return and refund are complete.
Contact Information
Velunora Home
Email: support@velunorahome.co.uk
Customer service hours:
Monday to Saturday
9:00 AM–6:00 PM UK time
Velunora Home is operated by:
CAPE CAUSE LTD
Company number: 16546207
Registered in England and Wales.
Registered office:
2nd Floor College House
17 King Edwards Road
Ruislip, London
United Kingdom
HA4 7AE
The registered office is not a retail shop, warehouse, or customer returns centre.